Our fourth wireframe test was of our Help pages. Forty-nine percent of beta testers completed the task. You can see the larger version of each wireframe by clicking on the image.
For the new website, we wanted a much more robust Help section that would help visitors easily find frequently asked questions and answers. This includes bringing popular questions to the forefront and providing multiple ways to browse FAQ entries, for example through broad topics and specific tags that will be applied to each FAQ entry.
We presented five scenarios to the testers:
- You've gone to the Help section of the website for aid with a problem. You don't see a topic or tag for the question you have. Where would you search for help using terms that describe your problem?
- You just received your first e-reader as a gift. Where would you go to browse FAQs about e-books available at the library?
- You're receiving an error message when you try to request a book. You looked but haven't found an Help entry pertaining to your error message. Where would you go to fill out a form which allows you to report the problem you are having?
- You are reading the Help entry: "What is the difference between home delivery, reserves, and holds?" Where would you find related questions?
- Where would you indicate whether the FAQ below was helpful or not?
We also asked the testers three questions once they completed the wireframe test:
- What features are missing? Please indicate which wireframe you are referring to (A, B, and/or C) in your response. They are listed above for your reference.
- What would you change? Please indicate which wireframe you are referring to (A, B, and/or C) in your response. They are listed above for your reference.
- Please share any additional feedback you have on any of the wireframes.
Testers were provided the wireframe of the Help default page for the first two scenarios.
The focus of the first scenario was the location of the search bar in the Help section. Eighty-one percent of testers chose options where they could directly (61%) or indirectly (20%) search for help using terms to describe their problem. The 61% who indicated a location in the wireframe that was more directly successful chose the Help section search bar area. The 20% who indicated a location in the wireframe that was indirectly successful chose the website's main search bar. Like the Help section search, the website search will also return results from FAQ entries. Seven percent of testers chose the "Submit a help request" link while 4% chose Help in the top navigation.
Our intention with the second scenario of the Help default was to test the ease with which testers could locate options for browsing FAQ entries. The example used in the scenario was to browse FAQs about e-books available at the library. Ninety-one percent of testers made selections that would directly or indirectly lead them to FAQ entries about e-books. The majority, 88%, made selections that were directly successful, with 27% choosing the "e-book" tag in "Browse by tag" and 61% choosing "E-books" in "Browse by topic." The selection made by the remaining 3% we consider indirectly successful as they chose Books & Magazines from the top navigation and the E-book page in this section will contain e-book FAQ entries, in context.
For the third scenario, testers were provided the Help search results wireframe. The purpose of this scenario was twofold: to show the search results wireframe for feedback and to test finding the Submit a help request link. This scenario met with the second greatest success of all the scenarios with 92% of testers making a selection that was directly successful. There were a few comments in the open feedback regarding the location of the search filters with a couple testers suggesting they be moved to the right side of the page, to match where "Browse by tag" was on the Help default. We've purposefully placed the topic and tag filters on the left of the search results as this is typically where you find filter options when conducting searches. It's also a visual cue that the function on the left (filtering) is different from the function on the right (browsing by tag) on the Help default page.
Testers were provided the wireframe for a page in Help that contains a complete FAQ entry.
In the fourth scenario we wanted to test the ability to find questions related to the FAQ entry presented in the page. Eighty-six percent of testers made selections that would directly lead them to questions related to the FAQ entry on the page. Most testers (73%) click in the "Related questions" area, while 13% clicked either a topic or tag listed in the FAQ entry. Three percent clicked Help in the top navigation and 2% clicked on the question title of the FAQ entry.
In the final scenario, we tested locating the "Was it helpful?" comment box in the FAQ entry page. This scenario had the greatest percentage of direct success with over 96% of testers clicking somewhere in the "Was this helpful?" comment box.
Feedback was very positive. Forty-nine percent of testers responded to at least one of the questions listed after the wireframe test was completed. The vast majority of comments conveyed that nothing was missing and that they wouldn't change anything. There were a handful of comments suggesting various pieces of content be moved around on the pages, but there wasn't enough consensus (popular opinion) in these suggestions to warrant changing the layout of the Help wireframes.