TY - GEN
T1 - Users to the rescue
T2 - 33rd Annual International Conference on the Design of Communication, SIGDOC 2015
AU - Breuch, Lee-Ann K
PY - 2015/7/16
Y1 - 2015/7/16
N2 - This paper examines the potential of User-Generated Content (UGC) as a site of research for web usability. Specifically, this paper shares a case study of blog responses that detailed user experiences with the 2013 launch of MNsure.org, a high-stakes website created to facilitate the online purchase of health insurance in response to the 2010 Affordable Care Act (ACA). A content analysis of blog responses, informed by qualitative content analysis [1], revealed poor usability of the site, including a low effectiveness rate, several critical errors, and low satisfaction. User stories were remarkably detailed, offering valuable information for website repairs. Connections between UGC and traditional web usability methods such as usability testing were explored in terms of "community," "participation," and "metrics." Overall, the case demonstrated the potential value of UGC content analysis as a complement to traditional usability testing.
AB - This paper examines the potential of User-Generated Content (UGC) as a site of research for web usability. Specifically, this paper shares a case study of blog responses that detailed user experiences with the 2013 launch of MNsure.org, a high-stakes website created to facilitate the online purchase of health insurance in response to the 2010 Affordable Care Act (ACA). A content analysis of blog responses, informed by qualitative content analysis [1], revealed poor usability of the site, including a low effectiveness rate, several critical errors, and low satisfaction. User stories were remarkably detailed, offering valuable information for website repairs. Connections between UGC and traditional web usability methods such as usability testing were explored in terms of "community," "participation," and "metrics." Overall, the case demonstrated the potential value of UGC content analysis as a complement to traditional usability testing.
KW - Assertion development
KW - Case study
KW - Community
KW - Content analysis
KW - MNsure.org
KW - Massively transactive website
KW - Metrics
KW - Participant
KW - Technical communication
KW - Usability testing
KW - User
KW - User-Generated Content
KW - Web usability research
UR - http://www.scopus.com/inward/record.url?scp=84961752351&partnerID=8YFLogxK
UR - http://www.scopus.com/inward/citedby.url?scp=84961752351&partnerID=8YFLogxK
U2 - 10.1145/2775441.2775466
DO - 10.1145/2775441.2775466
M3 - Conference contribution
AN - SCOPUS:84961752351
T3 - SIGDOC 2015 - Proceedings of the 33rd Annual International Conference on the Design of Communication
BT - SIGDOC 2015 - Proceedings of the 33rd Annual International Conference on the Design of Communication
PB - Association for Computing Machinery, Inc
Y2 - 16 July 2015 through 17 July 2015
ER -