Background
The Ann Arbor Police Department (AAPD) is looking for a way to assess the user experience of their current website, especially the homepage and the community engagement page where it contains information about the newly updated community engagement programs and its application forms. The AAPD offers a variety of community involvement programs and events for the citizens, the AAPD website provides information about these opportunities. An assessment was performed by proctoring short interviews and rapid usability tests with eight Ann Arbor citizens remotely. Users were asked to use their laptops/desktops to go through the AAPD website and provide feedback on their experience.
My Role
Wrote Usability Test Protocol
Acted as both usability test proctor and notetaker
Analyzed the test results and delivered the final report to client
Timeline
2/22/2021: meet client and understand the goal
3/1/2021: gain feedback on usability test protocol
3/4/2021-3/7/2021: usability tests
3/8/2021-3/13/2021: analyze data and write final report
3/15/2021: present report to the client
Usability Test Protocol
Main Findings
Usability Issue 1: Two navigation problems were discovered regarding how users looked for volunteering opportunities and program information
User quote/observation 1: “When I read community engagement I don’t read it as a way to get involved with the police department, but a way that the police officers get involved in the community.”
Usability Issue 2: Information listed in the website could be more robust and welcoming to people with diverse backgrounds so users feel ready to apply for the CPOT program.
User quote/observation 1: “I would not provide any information, like my date of birth, when I don’t actually know what the program is about.”
User quote/observation 2: “If you could show more cultures, more skin colors with pictures out here, just to talk about how inclusive the community is.”
Usability Issue 3: The application process needs to be more informative and the confirmation email needs to be more personalized for users
Usability Issue 4: The visual elements and the layout of the webpages needs further polishing