Background

On the older version of our portal, there were two locations where the same application could be accessed. In preparation for the new portal, we wanted to slim down the current site. Unfortunately, we did not have usage statistics indicating which location was accessed more often than the other, and this became my research question.

My Responsibilities

• Create a short online survey for our external user base
• Determine the proper wording of the survey questions to align most closely with the intention of the underlying research question
• Announce and distribute the survey
• Tally the results of the survey
• Take appropriate action to request elimination of one access point based on the survey results
• Communicate the link removal once implemented

Team

• Researchers: 1
• Distribution: Approximately 5,000
• ​Actual Respondents: 140

Platforms

Distribution: Daily Email and Online Newsletter
​Survey Tool: SurveyMonkey

Research Question

Which one of these two locations do more users access most often, so we can remove the application link from the lesser-used location?

Link Location #1 (redacted)

Link Location #2 (redacted)

Question Evaluation Process

OPTION 1: "Which of these two current locations do you find more convenient to access than the other?"

• "Convenience" = A state or quality

OPTION 2: "If the <utility> were accessible from only one of these two locations, which one would you prefer to remain?"

• "Preference" = A feeling

OPTION 3: "From which of these two locations do you more frequently access the <utility>?"

• "Frequency" = Behavior

Since my research question was interested in understanding user behavior, I utilized the wording from Option 3 for this multiple choice survey question. In order to gather qualitative data, the optional freeform question of "Why?" was also included.

Survey Rationale

• Lack of access statistics
• Limited research scope
• Lack of budget for other research methods
• Short timeframe

Results

• Of the responses received from 140 participants, nearly 70% reported accessing the application from one location over the other.
• Freeform responses included enhancement suggestions for the application itself, which were forwarded to the appropriate product owner.
• Freeform responses directly related to the question at hand indicated:
  • A lack of awareness of the second access location
  • The location they access is in close proximity to other applications they utilize regularly.

DROP ME A LINE

Like what you see? Let's get in touch!

Diana Criser, CUA, CXA
User Experience Practitioner
​Omaha, Nebraska

402.598.4969