Kristinmcintyre, Laura Bruins, Sarah Wilson

WebSolutions

Consultants:

KristinMcIntyre, Laura Bruins, Sarah Wilson

Client:

Adoptive Family Support Network

Background of Organization:

The adoptive Family Support Network (AFSN) is a nonprofit organization that specializes in post adoption support. AFSN was founded in 1990 by a group of adoptive parents who saw a special need in the West Michigan community for follow up programs that would benefit families after the adoption process is completed. AFSN is kept running in part to a grant, but also through corporate and individual donations.

AFSN’s website, was first created by an outsourced company. Updates and changes are now made in-house. The website must be kept at a level where minimal maintenance is required, since there is minimal staff to work on it. The executive director of AFSN, Jan Fonger, has expressed her dissatisfaction with some parts of the website. AFSN currently has no time, or extra funds to perform any type of user tests on their website, and it is also not a top concern to them; however, those at AFSN to realize the importance of their website, and openly accept any recommendations given to them.

Mission of WebSolutions:

Through a preliminary look at the AFSN website, we made some guidelines. Any changes that will be made to the website need to be minimal with the maximum result. AFSN cannot add many intricate programs simply because there is not enough staff time allocated for this. The AFSN website is a cheery, family friendly website that is fairly up to date with dates and upcoming events. We hope to present recommendations that will make easy and useful changes to the AFSN website. The focus of our recommendations will deal with the navigation of the website. Again, it is our goal to make the fewest changes that can potentially have the most potential to better the site.

Methods:

*see attached document for test subject questions*

Due to the privacy and confidentiality that comes along with the adoption process, early on we eliminated a survey as a beneficial form of testing. The process that was used for our study was a questionnaire given to potential users of the website. The typical audience for AFSN was analyzed before the test subjects were chosen.

There were two main target audiences described for the AFSN website: Donors (those who regularly donate, as well as potential donors) and adoptive parents (those who have already adopted, as well as potential adoptive parents). It was decided that these two audiences were not bound by race, ethnicity, gender, culture or income, since AFSN does not discriminate against anyone. However, it can be assumed that the typical user will be Caucasian, married and mainly over the age of 25.

After the target users were determined, we looked for potential test subjects who fit this criterion. Five test subjects were chosen, two of the test subjects being adoptive parents, one of the test subjects being a potential adoptive parent, and the other two simply filling in the demographic.

The test was given with at least one WebSolutions consultant present. The questionnaire was given verbally to the user, while the consultant watched for verbal as well as nonverbal cues through out the test. The test subjects were asked to ‘think out loud’ for further clues to their thought process while using the AFSN website. The questionnaire can be viewed at the end of this document.

Results and Discussion:

Eight adults took the user test. The questions were used to see the focus and thought behind the navigation of the AFSN website. The answers will help our group understand where the most problems arise.

Most of the test subjects found the site relatively easy to navigate (5 out of the 8 rated the site a 4 or 5 in difficulty). Over half of the subjects commented on the sidebar, stating that it was particularly difficult to use, or “just annoying”. It was also stated by three of the test subjects thatthe navigation bar is difficult to use because the circle is the only part of the link that will take the user to another location.

The preference for the website was split, with two people “liking” the website, two disliking the website, and four being neutral. Comments that were collected included comments on the bright and cheery ‘atmosphere’ created by the pages. A couple of the test subjects commented on the colors used in the site. One test subject told us they didn’t think the colors went well together.

During the proceedings, it was observed the amount of time and effort it took the test subject to find a specific site. Average time for each question ranged from 2 minutes to around 4 minutes. There were many comments made similar to “where did I find that?” or “where am I now”, which implies a navigational problem that needs to be addressed.

The group analyzed the questionnaires and picked three main areas to focus on. It was decided that it is the most important to get new users to the website, and keep their focus by making it easy for them to find what they are looking for. It was also decided that the sidebar navigational tool is more of a hindrance in its current form. Lastly, it is important to arrange and label information in a logical way that is easy for a first time user to find. The recommendations were based on these three ideas.

Recommendations:

A prototype website incorporating these changes can be viewed at

Recommendation 1: Search Button

The questions that were asked were mostly navigational questions. There were a total of eight questions for the navigational section, and it took most test subjects quite a bit of time to find the information they were looking for. Those who use the internet are looking for quick results, and if they cannot find the information they are looking for, they are apt to relocate to a new site for the information.

A search button can be an effective way to pull in users to your site. If a user is looking for a specific topic- entering it into a search will give them the quick results that they are looking for. Many of the major adoption agencies have search buttons, but most of the smaller, local agencies do not. Adding a search button would help bring users to the AFSN website before other sites. If a search option is not an immediate option for AFSN, a FAQ page might be another option to direct users to different pages for the site.

Recommendation 2: Top Navigational bar

Many of the test subjects had negative reactions to the side bar. Three of the subjects specifically commented on the design, one saying “the navigation bar on the left side is poorly designed. The whole word should be a link.” Another comment was that the actual text did not show up at one time; and not only did the user have to scroll up and down to find the information that they needed, they also needed to scroll to the right and left! A top navigational bar would be an easy way to free up some more space in the heart of the site.

Also, the navigational bar needs to help the user know where they are, and where they have been. It would be beneficial for the link to be highlighted in a different color, so the user doesn’t have to back up in order to see what page they are on. For example, if someone enters the Programs page, the page should show up in a lighter color, so when the user is done on that page, they will have a small reminder of where they are.

Another way to better the navigational bar would be to add a breadcrumb trail. Letting the user see where they have been, will help them track down information faster. For example, two of the navigational answers were found on Programs page. However, when the user was attempting to find the answer to the second question, many of them had to ask “where did I find that information??” or “what was the page I was just at?” A trail for the user to use to ‘back up’ would help with the overall navigation of the site.

Recommendation 3: List on Resource Page

During the analysis part of the project, we decided that condensing the information could also be a beneficial way to create a cleaner, more ‘user friendly’ page. For example, in the resource page, the user must scroll down through quite a bit of information. Weeding through all the information could have the user on overload before they find what they are looking for! By simply adding anchors to the top of the Resource page, the user can choose what category they would like to search, between state and local agencies, stores, etc.

Another example would be the homepage. Instead of having the user scroll through titles, subtitles and information just provide headings at the top of the page. The user then has the option of a specific title, or if they are just browsing, they can then continue to scroll through the rest of the homepage.

Recommendation 4: More descriptive page names and subtitles

As stated in recommendation three, many of the test subjects expressed comments about ‘too much information on a page’ or spent a lot of time looking through irrelevant information for a specific answer. Not only can the information be sorted through and reorganized, it would also be helpful for AFSN to rename their links.

The side navigational bar (or top navigational bar as we have suggested) is a primary way (second to the search option) for the user to find the information they are looking for. Creating names that are descriptive of what will be found in that link is essential. For example, over half of the test subjects looking under “About AFSN” to find out who was the current president of AFSN. Simply ADDING the About AFSN and Board and Staff into one section might get rid of some of the confusion.

Another way to rectify this problem would be by adding rolldown menus. For example, when the user clicks on the “About AFSN” link a rolldown bar will appear with the option of “History, Board and Staff, and Contact information.” This will aide the user in understanding what is housed under each link, and will help the know where to look for a specific question.

Conclusion:

Our group enjoyed working on this project. The AFSN website is a fun, cheery, and light hearted approach to what can be a very serious topic. For a relatively young nonprofit organization, AFSN has created quite a niche for themselves as being one of the only post adoption organizations available to adoptive families. The website is only one of many ways that AFSN can get information out to their users, but it is probably the most influential. With a couple of minor changes, most importantly the recommendations stated above, the website could run more smoothly, and potentially attract more users to the site.

Attachment: Questionnaire for test subjects

Adoptive Family Support Network website Testing

Navigation:

You’ve recently adopted a child and would like to find another adoptive parent to speak with about questions you have. Could you find a resource on AFSN’s website that would help you?

You are thinking about adopting and would like to know some agencies AFSN’s website offers as help. Could you find names or links to other adoptive sites?

Where would you find links to National adoption agencies?

Can you find the article titled: “Survey reports nearly 125,000 U.S. adoptions annually in 2000 and 2001”? Where is it located?

You would like to know if there are any programs or events going on for adoptive parents. Could you find information regarding this?

As an adoptive parent, you would like to volunteer your services to other adoptive families. Can you find a way to volunteer?

What is the phone number to the Warmline?

Who is the current President of AFSN?

Design:

*Please circle how well you liked the overall layout of the website.

Disliked website neutralliked the website

*On a scale of 1-5 (1 as difficult 5 as easy) how easy/difficult was the sidebar to use?

1 2 3 4 5

Please enter you comments on the design of the AFSN website below:

Additional comments: (Please use this space to add any of your comments or questions concerning the AFSN website)