Summary of outcomes

After testing the intranet with typical intranet visitors, we:

  • identified and fixed a number of content issues 
  • found and corrected a number accessibility issues
  • measured and produced high level usability scores, and
  • confirmed that the intranet was ready to launch.

Quick facts

  • Client Level Crossing Removal Authority
  • Sector Government
  • Start date 2016
  • Project length 1 week

What we did

The journey in detail

How we achieved results

The first step in the journey

We started by talking with the project owner and listening to their goals

To ensure there was a common understanding of the project goals, we spoke to the client in detail about their expectations and the desired outcomes. We then designed a usability testing plan that would test the areas of the intranet that are most important to the intranet visitors.

intranet usability testing for a government agency
listening and learning from clients

Project objectives

The goals of project were to:

  • get a clear indication of how easy it is for typical visitors to find important information on the intranet
  • review and report on the accessibility level of the intranet
  • produce a practical report that would clearly communicate the high-level results of the user-testing. 
Usability research for a government intranet
We met with typical intranet users and watched them complete common tasks

The intranet could not be accessed remotely. To resolve this, Polished Pixels travelled to Victoria from Sydney and performed two days worth of testing.

For security reasons we were unable to use our standard user-testing software. To resolve this, we set up a customised testing configuration that would still allow us to record meaningful data from the testing sessions.

Goals of usability testing for a government intranet

What we delivered

We tested the intranet using real visitors who represented various areas of the organisation. We gave the staff members a number of real tasks and scenarios, for example: "You're thinking about going on leave. Find information on how to apply for leave".

Our usability software produced useful metrics such as:

  • a system usability score
  • time on task information (the average time it took for visitors to complete particular tasks)
  • statistics on which tasks were hardest to complete, and
  • how may clicks it took to complete particular tasks.

We also produced short video clips of visitors talking about their experiences on the intranet.We promptly corrected some issues we found (because we're also Squiz Matrix CMS experts and this intranet was built on the Squiz CMS).

I can definitely recommend Polished Pixels to any government agency wanting to improve the ease-of-use of their intranet. Julia Bassett, Internal & Corporate Communications Advisor
Intranet usability, 2016

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