MLH Triage

User testing goals:

  • Learn whether the beta version of new triage system facilitates users’ access to content and other resources
  • Determine how easily users can find specific content under current information architecture
  • Gain a realistic picture of how users interact with MLH
  • Gather feedback on triage system design and usability (question length/type, layout, results page, etc.)

When/Where:

  • Ypsilanti District Library: 12/06/2016 and 12/09/2016 (Joy Cichewicz)
  • Wayne County Legal SHC: [proposed] 12/05/2016 and 12/07/2016; awaiting reply from Pam (e-mailed 11/4, 11/10, 11/16, 11/29)

Target population: Any adult patron at Ypsilanti District Library and Wayne County Legal SHC on the appointed testing day.

Recruitment methods: Signage and offer gift cards ($1/min). Amount TBD after timed practice run.

Target # (test subjects): minimum 8/day.

Pre-test questionnaire:(administer verbally)

  • Age, education, race, gender
  • Comfort level with computer use
  • Personal knowledge of Michigan legal system?
  • Past experience in seeking legal service?

Triage testing tasks:

Ask tester to imagine a problem in one of these categories (for self, friend, or relative). Record the tester’s scenario. If tester is unable, suggest scenario:

Protection from Abuse

  • My child’s other parent has been calling me late at night and posting threatening messages to me on social media.
  • My cousin’s husband has been physically abusing her. She wants to leave him, but is afraid for her safety.
  • My co-worker has been following me and harassing me.

Taxes

  • Do I qualify for any tax credits?
  • I need help preparing my tax return.
  • I haven’t paid taxes in a few years.

Housing

  • I live in a mobile home park and just received an eviction notice.
  • My son is behind on his rent. How soon can he be evicted?
  • My landlord changed the locks.

Before beginning task:

  • Read intro
  • Ask user to think out loud

Things to ask/note:

  • Did the tester get the information she needed?
  • How did she get there?
  • How long did it take?
  • Did tester become frustrated with the narrowing questions? At what point?
  • Did tester become confused or frustrated by anything else? What? Why?
  • Of the triage results, how many links did the user click (if any)?

Repeat with a second scenario as time allows.

Non-triage testing tasks:

In another window where county has not yet been selected, ask tester to browse MLH (any area).

Things to ask/note:

  • Did the user ever select a county? If so, at what point? Which invitation to select?
  • What do you think of the county select feature?
  • Post-test questionnaire:
  • Evaluate the user’s overall experience, satisfaction, and frustrations.
  • Debrief specific problems that they encountered during the test.

Card Sort

2-3 minutes. Seeing how people intuitively organize information will help us to better organize the content on our website.

Notes:

  • Print categories and topics on adhesive labels stuck to notecards. Number backs of cards. Use different color for categories v. issues. Have blank cards available for user to create new heading
  • Encourage user to think out loud. Take notes

Column 1: list of headings/categories

Column 2: list of problems (phrase as common questions: X is happening to me. What can I do? Or how do I get help? Or How can I X?)

Slot each problem under only 1 of the headings. There is no right or wrong answer, just do what comes naturally.

Categories: / Legal issues:
Health / Can I give someone else parental authority over my child temporarily?
Predeath Planning / I want to make plans for my health care and finances at the end of my life.
Money / How can I find out if I am a child’s biological father?
Consumer / I had a car accident and the other person sued me for the damage. What do I do now?
Public Assistance / I got sued and I need to file an answer. Where can I do that?
Individual Rights / How can I legally change my name?
Guardianship / I want to get a copy of my credit report.
Life Planning / How can I apply for food stamps?
Estates / I need rental assistance.
Debt / I don’t have heat in my home.
Public Benefits / I want to create a health care Power of Attorney.
Public Assistance / Someone else died, and I need to handle their affairs. Where do I start?
Welfare / I think I need to make a will.
Housing / My co-worker has been calling me at home and following me after work. Can I get her to stop?
Family / I just learned a court entered a money judgment against me, but I never got any informationabout the case. Can I object?
Paternity / Can I get help paying my bills?
Protection from Abuse / I think someone stole my identity.
I Don’t Know Where to Put This / I want to apply for subsidized housing.
I want to become my grandchild’s legal guardian.

When complete:

  • Ask about final card organization. Photograph the sort.
  • Ask user to merge any of the categories she used. Photograph the merge.
  • Reshuffle so different cards will be sorted first by the next user.

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