Usability Analysis of a Client Knowlege Portal

Usability Analysis of a Client Knowledge Portal (7 of 7)

CONTENTS
Introduction
Expert review
Task analysis
Usability testing results
Survey results
Appendix A
Appendix B

APPENDIX B

Customer satisfaction survey

1. What is your job title and responsibility?

2. For approximately how many hours do you spend on the web, per week?
_____0-2 hours
_____3-5 hours
_____6-10 hours
_____more than 10 hours

3. Indicate your degree of experience with other knowledge portal/knowledge management systems:
_____No experience
_____ I have some experience.
_____ I have a great deal of experience.

4. If you have experience with other systems, can you offer any feedback regarding that system in relation to our own Knowledge Portal?

5. What web browser do you use and what version?

6. Indicate your degree of experience with the site:
_____ I have never used the site.
_____ I use the site 1-2 times per week.
_____ I use the site 3-4 times per week.
_____ I use the site daily.
Other:___________________

7. I use the site in order to (place an X next to all that apply):
_____ Check the current stock price.
_____ Read or obtain information about a document.
_____ Publish documents.
_____ Look up another employee’s contact information.
_____ Read about current Client news.
_____ Look up another employee’s area of expertise.
_____ Download templates or presentations.
_____ Read or post messages in a discussion group.
_____ Locate specific project information.
_____ Acquire general knowledge about Client (example: learn about Client process)
Other: ___________________

8. What information/functionality would you like to see on the site that doesn’t already exist?

9. What tasks would you like to be able to perform on the site that you are currently unable to perform? Can you think of other capabilities that would make your day-to-day work activities easier?

KNOWLEDGE PORTAL#1
Name: Date: Cond:

10. Describe in detail any problems that you encounter when you use the site. How often does the problem occur? Is it an easy or difficult problem to overcome? Are you repeatedly bothered by the problem?

11. What do you like best about the site?

12. Do you have any suggestions for improvement?

Based on the Client Knowledge Portal web site, please rate each of the following statements on a scale from 1-5. Place a check in the appropriate column.

	1 STRONGLY DISAGREE	2 DISAGREE	3 NEUTRAL	4 AGREE	5 STRONGLY AGREE
It was very easy to learn to use the site.
Using this site is a frustrating experience.
It is easy to navigate through the site.
I find that there are delays when I navigate through the site.
I feel that the site allows me to achieve high productivity.
This site is very pleasant to use.
The information on the site is well organized.
I can find the information I need quickly and efficiently.
I often need to access the ‘help’ function.
When I perform a search the output helps me find what I am looking for.
The actions required to navigate through the site are consistent.
Too many “clicks” are required for me to locate the information I need.
It is evident to which areas of the site I can publish documents.
I can easily predict where a link will take me based on its label.
Shifting among different pages in the site is easy.
Error messages are easy to understand.

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