During June 2014 we conducted stage two of our website behavioural testing of customers using desktop computers to access the vic.gov.au portal. This was part of our program of continuous benchmarking of user satisfaction with the site.
Study findings showed performance had improved from six months earlier.
90% said they would recommend this service to their family and friends – an increase from 85%.
84% were satisfied with their experience on the site.
88% found the site responded quickly to their search query and it was clear where to conduct a search on the site.
87% found the site responded accurately to their queries and successfully helped them to find the information that they needed.
85% found the navigation logical and their search results were relevant, easy to access and easy to understand.
About the study
The study participants comprised 151 Victorian adults over the age of 18 and excluded past participants of previous studies. There was an even gender split and the study was conducted between 29 May and 2 June 2014.
We used a behavioural study method which used scenario based remote user testing. Tests were conducted in the participant’s natural environment and automatically recorded their behaviour and captured their attitudes as they progressed through the test scenarios.
The objectives of the exercise were to
- continuously follow and measure the impact any changes to the portal may have on the experience users have and the overall performance of the site.
- understand the performance across effectiveness, efficiency and satisfaction with every iteration of the portal or different information seeking scenarios on the portal and where possible compare it with past experiences.
- gain insights into user behaviour and obtain ideas on how to continuously improve the experience and discoverability of information and services to ensure growing usage of the site.