Usability Test Summary: Hobook
Test Details: Testing Team:
● Test date: March 30, 2025 ● Jonathan Rubin
● Users tested: 3 ● Andrea Sigritz
● Method: Formal Usability ● Shalarri Price
Test ● Janell Thalls
● Follow-up to review ● Natalie Davidson
solutions: August 29, 11
am
Short-term Problems: Solutions:
1. Users were frustrated that 1. Change already underway to only
they had to accept the accept the terms and conditions
security terms every time. once or twice a year.
2. The *T* was missing from 2. Add “T”, change terms to
request from continue CONTINUE and CANCEL, or use
password request. other terms already appearing on
3. On “Forgot login” page, site.
users frustrated by having 3. Move up the transaction buttons,
to wade through dense and lighten them so they are more
and confusing text to get visible. Have the text focus on the
to the transaction. positive actions and decrease the
4. Instructions on password double negatives.
and log in change pages 4. a) Short Term: Use consistent
weren’t consistent. bullets and plain language on all
the pages.
b) Long Term: Add criteria
indicator nextto login and password
fields.
Executive Summary:
The test participants used major functions of the site relatively easily.
However, users experienced frustration with the Login and Security pages.
Some pages, including the Summary and Tax Exempt pages, were difficult to
find. Testers had difficulty scanning large blocks of text, or felt bogged down
by the use of “Do NOT do” language and technical jargon. First Fridays
recommends to use Plain Language consistently throughout the site to
reduce user burden, like cutting text and using bullets. Pages can also be
prioritized - make sure the transaction buttons are at the top of the page.
And, while not a short-term fix, we recommend the site implement log-in via
PIV cards to enable users to access the site more easily.
Short Term Problems and Solutions
Problem #1: Users disliked having to accept the terms and conditions
every time they logged in.
● Solution: Change the format of having to accept the terms and
conditions to once or twice a year.
Problem #2: The letter “T” was missing from “request” button on
continue password request page.
● Solution: Add the letter “T”, or change terms to CONTINUE and
CANCEL, or use other terms used on site.
Problem #3: Users were getting frustrated by transaction buttons on
the bottom of “forgot login” page.
● Solution: Move up the transaction buttons from the bottom of the
page to the top , and lighten them.
Problem #4: On the login page, there were too much texts and double
negatives statements that were applied.
● Solution: Have the text focus on the positive actions and
decrease the double negatives.
Problem #5: Users were getting confused because the instructions on
“password” and “log in change” pages weren't consistent.
● Solution:
a. Short Term: Use consistent bullets and plain language on
all the pages.
b. Long Term: Add criteria indicator next to login and password
fields.
Long Term Problems and Solutions
Problem #1: Users were frustrated with inconsistent navigation and
pop-up windows. The page seemed very outdated and used many
technical jargons.
● Solution: Get design mockups from a design professional.
Problem #2: Users were overwhelmed by the amount of text, and the
overuse of technical language..
● Solution: Talk to Katherine Spivey ([email protected]) or
get an OPM Plain Language guru (Plainlanguage.gov) to review.
Problem #3: Font size was really small and hard to read in most of the
site’s pages. Also the font size was inconsistent.
● Solution: Get design mockups from a design professional. (Use
font size of 10 at least.)
Other Identified Problems:
1. Users were overwhelmed by the amount of information while using the
navigation menu
2. Users were unhappy with the length of time and/or means that it would
take to get the updated passwords to the users.
3. User were frustrated with long list of agency names they had to sort
through. specifically on Agency selection page.
4. Users were getting frustrated that information or menu items were not
prioritized, especially related to action buttons
5. Some linked were underlined but not links, or in red rather than blue
6. Users thought that the page layout was too distracting - too many
alignments, too many texts, etc.
7. Users were looking for extra help text or explanation for some of the
terms in the site.
8. Users wanted to be logged in the site with their ID badges, instead of
username and passwords (since users have many accounts, they can
easily forget them).
4. Who We Tested
● Participant 1: 30 year old developer, 1 year at GSA
● Participant 2: 35 year old Social Media manager, 3 years at GSA
● Participant 3: 65 year old Call Center Senior Manager, 30 years at GSA
5. List of Tasks
1. First, what’s your occupation? What do you do all day?
Expected Path / Expected Answer: Open-ended question
2. What kinds of sites are you looking at when you browse the Web? (in
brief)
Expected Path / Expected Answer: Open-ended question
3. Have you been to Employee Express before?
Expected Path / Expected Answer: Open-ended question
4. What are three tasks you think you should be able to complete on a
site
called Employee Express?
Expected Path / Expected Answer: Open-ended question
5. Please go to www.employeeexpress.gov/. What do you think about
this page?
Expected Path: Open-ended question
6. Please log into Employee Express with your own information and
please wait after you reach the next page.
Expected Path: Log-in Page > Type in Log in ID and password, hit Log
in.
7. What do you think about this page [Main Menu]?
Expected Path: Open-ended question
8. How much vacation time do you have left?
Expected Path: Main Menu > Balance at top right
Expected Path: Main Menu > Earnings and leave statement
9. If you wanted to see all your key information on one page, how
would you do that?
Expected Path: Main Menu > Click “View Summary of Information”
10. Please find your pay stub. Note: As a reminder, please do NOT click
on “View your W2 information
Expected Path: Main Menu > Click “View Earnings and Leave”> Look at
bottom of page to “Annual leave”
11. (Note: If user is not on Earnings and Leave page, please direct
them there) Please stay on the Earnings and Leave page. Are there
any terms you don’t understand here?
Expected Path: Open-ended question
12. Where would you go to change the amount you give to your Thrift
Savings Plan (TSP)?
Expected Path: Main Menu > Click “Thrift Savings Plan / Roth > Thrift
Savings Plan - Tax Deferred
13. Your family recently welcomed a baby and you want to add an
exemption to your Federal taxes.
Expected Path: Main Menu > Select Federal Tax > Update number of
exemptions / Under “Number of Exceptions” add 1 > Click Save
14. Please log out of the site. You seem to have forgotten your ID.
Please find the page that tells you how to find out your ID, and then
enter the requested information. Note: Please do NOT hit “Submit”
when you’re done, however.
Expected Path: Log-in page > Click “Forgot Login ID or Password?” >
Enter information
15. You seem to have forgotten your password. How can you find out
what it is?
Expected Path: Log-in page > Click “Forgot Login ID or Password?” >
Click Request Password
16. Please log into the site. You’d like to change your Login ID to
something that’s easier to remember. Please find the page that tells
you how to find out your ID, and then enter the requested information.
Note: Please don’t hit “Submit” when you’re done, however.
Expected Path: Log-in page > Main Menu Page > Change Login ID
17. You’d like to change your password to something that’s easier to
remember. How would you do this? Please find the page that tells you
how to find out your ID, and then enter the requested information.
Note: Please do NOT hit “Submit” when you’re done, however.
Expected Path: Main Menu > Change password
18. You made a change in the system and want to make sure that it
went through. Where would you go to see a list of approved
transactions?
Expected Path: Main Menu > View Your History Personnel/Payroll
actions
6. Learn More
Visit the Digitalgov.gov User Experience Program page for usability case-
studies, templates you can use, and lots more. Or email us at
[email protected]
