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![Page 1: Improving Web Usability with a Content Management System Fred Miller, Rick Lindquist, & Curtis Kelch Illinois Wesleyan University.](https://reader036.fdocuments.in/reader036/viewer/2022062511/5518c4f0550346881f8b57a5/html5/thumbnails/1.jpg)
Improving Web Usability with a Content
Management SystemFred Miller, Rick Lindquist, & Curtis Kelch
Illinois Wesleyan University
![Page 2: Improving Web Usability with a Content Management System Fred Miller, Rick Lindquist, & Curtis Kelch Illinois Wesleyan University.](https://reader036.fdocuments.in/reader036/viewer/2022062511/5518c4f0550346881f8b57a5/html5/thumbnails/2.jpg)
The Problem
• How to best use a web content management system
• In an environment with distributed site responsibility
• While ensuring the usability of the site
![Page 3: Improving Web Usability with a Content Management System Fred Miller, Rick Lindquist, & Curtis Kelch Illinois Wesleyan University.](https://reader036.fdocuments.in/reader036/viewer/2022062511/5518c4f0550346881f8b57a5/html5/thumbnails/3.jpg)
Our Challenge
• About Illinois Wesleyan University– 2100 students, 700 faculty and staff– Over 60 department & office web sites
• Went live with CMS in fall of 2005– Sungard Higher Ed Luminis CMS
• > 90% of departments offices using CMS– Departments have responsibility for their
sites– Only one new position created
![Page 4: Improving Web Usability with a Content Management System Fred Miller, Rick Lindquist, & Curtis Kelch Illinois Wesleyan University.](https://reader036.fdocuments.in/reader036/viewer/2022062511/5518c4f0550346881f8b57a5/html5/thumbnails/4.jpg)
What’s In It For You?
• Our tactics• Lessons learned• Review of low cost usability
techniques• Demonstration of low cost usability
techniques• More low cost web usability tools
![Page 5: Improving Web Usability with a Content Management System Fred Miller, Rick Lindquist, & Curtis Kelch Illinois Wesleyan University.](https://reader036.fdocuments.in/reader036/viewer/2022062511/5518c4f0550346881f8b57a5/html5/thumbnails/5.jpg)
Tactics: Distributed Responsibility
• Public Relations– Template and graphic design– Main navigation and template approval– Content for University pages
• IT Staff– Maintain CMS systems, build templates– Train department CMS users– Assist with usability testing, department navigation
• Department CMS users– Work with IT to develop pages & site navigation– Create & update content
![Page 6: Improving Web Usability with a Content Management System Fred Miller, Rick Lindquist, & Curtis Kelch Illinois Wesleyan University.](https://reader036.fdocuments.in/reader036/viewer/2022062511/5518c4f0550346881f8b57a5/html5/thumbnails/6.jpg)
Lessons Learned (part 1 of 3)
• Administration support– Budget– Buy-in & ownership– Content, usability, and infrastructure
• Avoid being overly ambitious• Offer some site differentiation
![Page 7: Improving Web Usability with a Content Management System Fred Miller, Rick Lindquist, & Curtis Kelch Illinois Wesleyan University.](https://reader036.fdocuments.in/reader036/viewer/2022062511/5518c4f0550346881f8b57a5/html5/thumbnails/7.jpg)
Site Differentiation
![Page 8: Improving Web Usability with a Content Management System Fred Miller, Rick Lindquist, & Curtis Kelch Illinois Wesleyan University.](https://reader036.fdocuments.in/reader036/viewer/2022062511/5518c4f0550346881f8b57a5/html5/thumbnails/8.jpg)
Lessons Learned (Part 2 of 3)
• Pick a primary audience– Who are you building the site for?
• Rewards that work– Usability testing– Content managers
• Look for opportunities to test usability– Department site redesign– Change requests
![Page 9: Improving Web Usability with a Content Management System Fred Miller, Rick Lindquist, & Curtis Kelch Illinois Wesleyan University.](https://reader036.fdocuments.in/reader036/viewer/2022062511/5518c4f0550346881f8b57a5/html5/thumbnails/9.jpg)
Opportunity for Usability Testing• IT controls navigation & template
changes– Encourage usability testing with changes
Site-Wide Navigation
“Bread Crumb” Trail
Department Navigation
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Lessons Learned (part 3 of 3)
• The importance of training and support– Prepare a “maintenance plan”– Some departments use students– A few positions adjusted to reflect new
roles– Keep positive momentum
• Sustaining Interest– The template refresh– Ongoing usability testing
![Page 11: Improving Web Usability with a Content Management System Fred Miller, Rick Lindquist, & Curtis Kelch Illinois Wesleyan University.](https://reader036.fdocuments.in/reader036/viewer/2022062511/5518c4f0550346881f8b57a5/html5/thumbnails/11.jpg)
Low Cost Usability Techniques
• A few fast, informal tests fix big problems
• Observation methods• Card sorting• Prototyping• The external expert review (reality
check)
![Page 12: Improving Web Usability with a Content Management System Fred Miller, Rick Lindquist, & Curtis Kelch Illinois Wesleyan University.](https://reader036.fdocuments.in/reader036/viewer/2022062511/5518c4f0550346881f8b57a5/html5/thumbnails/12.jpg)
Observation Methods• Select target audience for testing
– 5 quick tests can find most site problems– Even one test is better than none
• Prepare a few simple tasks to perform• Tell user we’re testing the site, not them
– “The user is always right”
• Ask to talk out loud• Observe only, don’t lead to answers
![Page 13: Improving Web Usability with a Content Management System Fred Miller, Rick Lindquist, & Curtis Kelch Illinois Wesleyan University.](https://reader036.fdocuments.in/reader036/viewer/2022062511/5518c4f0550346881f8b57a5/html5/thumbnails/13.jpg)
Before and After
•10-minute tests•2-minute fix•No cost
•Deleted old info•Combined hours
•Clear benefits
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The Application Button
![Page 15: Improving Web Usability with a Content Management System Fred Miller, Rick Lindquist, & Curtis Kelch Illinois Wesleyan University.](https://reader036.fdocuments.in/reader036/viewer/2022062511/5518c4f0550346881f8b57a5/html5/thumbnails/15.jpg)
Card Sorting• Helpful when designing CMS site architecture• One index card for each page in the site• Users sort the cards into 6-8 similar piles
– Ask to “think out loud”– Name the categories
• Analyze the results– Common themes?– What are top levels?
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Prototypes
• Paper Prototypes– Sketch out a solution on paper– No preconceived notions– No web skills needed
• Using the CMS to create a test site– CMS changes are fast– Iterative process– No need to publish
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Usability with a CMS
• CMS means fast changes• Dynamic features
– Template or style changes– Linked pages: share the same content– Components: change many pages at
once– Test your site before publishing
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The External Expert Review
• Academic usability expert– Dr. Michael Twidale from University of
Illinois• Two on site visits and demonstrations• Very low cost
• Commercial– Lawlor Group’s “Identity” study
• Not so low cost
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If it is that easy…
• Low Cost Usability testing in action– The Challenge
• “What can we learn from a single, short user test with little advance preparation and rapid analysis of results?”
– Looking for a parent of a prospective college student…
– Select 5 tasks a parent would perform– Let’s do it…
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Low Cost Usability Tools
• Google Analytics• Visual Heatmap• Confetti• ClickTale
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Using Existing Web Visitors
For low cost usability
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Show visually
![Page 23: Improving Web Usability with a Content Management System Fred Miller, Rick Lindquist, & Curtis Kelch Illinois Wesleyan University.](https://reader036.fdocuments.in/reader036/viewer/2022062511/5518c4f0550346881f8b57a5/html5/thumbnails/23.jpg)
Show visually
![Page 24: Improving Web Usability with a Content Management System Fred Miller, Rick Lindquist, & Curtis Kelch Illinois Wesleyan University.](https://reader036.fdocuments.in/reader036/viewer/2022062511/5518c4f0550346881f8b57a5/html5/thumbnails/24.jpg)
Google Overlay
![Page 25: Improving Web Usability with a Content Management System Fred Miller, Rick Lindquist, & Curtis Kelch Illinois Wesleyan University.](https://reader036.fdocuments.in/reader036/viewer/2022062511/5518c4f0550346881f8b57a5/html5/thumbnails/25.jpg)
Google Overlay
![Page 26: Improving Web Usability with a Content Management System Fred Miller, Rick Lindquist, & Curtis Kelch Illinois Wesleyan University.](https://reader036.fdocuments.in/reader036/viewer/2022062511/5518c4f0550346881f8b57a5/html5/thumbnails/26.jpg)
Home Page Design
![Page 27: Improving Web Usability with a Content Management System Fred Miller, Rick Lindquist, & Curtis Kelch Illinois Wesleyan University.](https://reader036.fdocuments.in/reader036/viewer/2022062511/5518c4f0550346881f8b57a5/html5/thumbnails/27.jpg)
Visual Heatmap
![Page 28: Improving Web Usability with a Content Management System Fred Miller, Rick Lindquist, & Curtis Kelch Illinois Wesleyan University.](https://reader036.fdocuments.in/reader036/viewer/2022062511/5518c4f0550346881f8b57a5/html5/thumbnails/28.jpg)
Dr. Jakob NielsenFamous User Interface & Usability Expert
F
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Confetti
![Page 30: Improving Web Usability with a Content Management System Fred Miller, Rick Lindquist, & Curtis Kelch Illinois Wesleyan University.](https://reader036.fdocuments.in/reader036/viewer/2022062511/5518c4f0550346881f8b57a5/html5/thumbnails/30.jpg)
Confetti
![Page 31: Improving Web Usability with a Content Management System Fred Miller, Rick Lindquist, & Curtis Kelch Illinois Wesleyan University.](https://reader036.fdocuments.in/reader036/viewer/2022062511/5518c4f0550346881f8b57a5/html5/thumbnails/31.jpg)
Why are users clicking here?
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CrazyEgg.com
![Page 33: Improving Web Usability with a Content Management System Fred Miller, Rick Lindquist, & Curtis Kelch Illinois Wesleyan University.](https://reader036.fdocuments.in/reader036/viewer/2022062511/5518c4f0550346881f8b57a5/html5/thumbnails/33.jpg)
Just add this code to your pages
![Page 34: Improving Web Usability with a Content Management System Fred Miller, Rick Lindquist, & Curtis Kelch Illinois Wesleyan University.](https://reader036.fdocuments.in/reader036/viewer/2022062511/5518c4f0550346881f8b57a5/html5/thumbnails/34.jpg)
ClickTale
![Page 35: Improving Web Usability with a Content Management System Fred Miller, Rick Lindquist, & Curtis Kelch Illinois Wesleyan University.](https://reader036.fdocuments.in/reader036/viewer/2022062511/5518c4f0550346881f8b57a5/html5/thumbnails/35.jpg)
Additional Resources
• Jakob Nielson’s UseIt.com & Alertbox– http://www.useit.com/
• SURL at Wichita State– http://psychology.wichita.edu/surl
• Steve Krug, “Don’t Make Me Think”– http://www.sensible.com/index.html
• Crazy Egg– http://www.crazyegg.com
• Google Analytics– http://www.google.com/analytics/
• Clicktale– http://www.clicktale.com/
• Usability.gov– http://www.usability.gov/