Users to the rescue: The role of User-Generated Content (UGC) in the Minnesota Affordable Care Act (ACA) website launch

Lee Ann Kastman Breuch

doi:10.1145/2775441.2775466

Users to the rescue: The role of User-Generated Content (UGC) in the Minnesota Affordable Care Act (ACA) website launch

Lee Ann Kastman Breuch

Writing Studies

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution

1 Scopus citations

Abstract

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.

Original language	English (US)
Title of host publication	SIGDOC 2015 - Proceedings of the 33rd Annual International Conference on the Design of Communication
Publisher	Association for Computing Machinery, Inc
ISBN (Electronic)	9781450336482
DOIs	https://doi.org/10.1145/2775441.2775466
State	Published - Jul 16 2015
Event	33rd Annual International Conference on the Design of Communication, SIGDOC 2015 - Limerick, Ireland Duration: Jul 16 2015 → Jul 17 2015

Publication series

Name	SIGDOC 2015 - Proceedings of the 33rd Annual International Conference on the Design of Communication

Other

Other	33rd Annual International Conference on the Design of Communication, SIGDOC 2015
Country/Territory	Ireland
City	Limerick
Period	7/16/15 → 7/17/15

Bibliographical note

Publisher Copyright:
Copyright 2015 ACM.

Keywords

Assertion development
Case study
Community
Content analysis
MNsure.org
Massively transactive website
Metrics
Participant
Technical communication
Usability testing
User
User-Generated Content
Web usability research

Publisher link

10.1145/2775441.2775466

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Breuch, L. A. K. (2015). Users to the rescue: The role of User-Generated Content (UGC) in the Minnesota Affordable Care Act (ACA) website launch. In SIGDOC 2015 - Proceedings of the 33rd Annual International Conference on the Design of Communication Article 40 (SIGDOC 2015 - Proceedings of the 33rd Annual International Conference on the Design of Communication). Association for Computing Machinery, Inc. https://doi.org/10.1145/2775441.2775466

Users to the rescue: The role of User-Generated Content (UGC) in the Minnesota Affordable Care Act (ACA) website launch. / Breuch, Lee Ann Kastman.
SIGDOC 2015 - Proceedings of the 33rd Annual International Conference on the Design of Communication. Association for Computing Machinery, Inc, 2015. 40 (SIGDOC 2015 - Proceedings of the 33rd Annual International Conference on the Design of Communication).

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution

Breuch, LAK 2015, Users to the rescue: The role of User-Generated Content (UGC) in the Minnesota Affordable Care Act (ACA) website launch. in SIGDOC 2015 - Proceedings of the 33rd Annual International Conference on the Design of Communication., 40, SIGDOC 2015 - Proceedings of the 33rd Annual International Conference on the Design of Communication, Association for Computing Machinery, Inc, 33rd Annual International Conference on the Design of Communication, SIGDOC 2015, Limerick, Ireland, 7/16/15. https://doi.org/10.1145/2775441.2775466

Breuch LAK. Users to the rescue: The role of User-Generated Content (UGC) in the Minnesota Affordable Care Act (ACA) website launch. In SIGDOC 2015 - Proceedings of the 33rd Annual International Conference on the Design of Communication. Association for Computing Machinery, Inc. 2015. 40. (SIGDOC 2015 - Proceedings of the 33rd Annual International Conference on the Design of Communication). doi: 10.1145/2775441.2775466

Breuch, Lee Ann Kastman. / Users to the rescue : The role of User-Generated Content (UGC) in the Minnesota Affordable Care Act (ACA) website launch. SIGDOC 2015 - Proceedings of the 33rd Annual International Conference on the Design of Communication. Association for Computing Machinery, Inc, 2015. (SIGDOC 2015 - Proceedings of the 33rd Annual International Conference on the Design of Communication).

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Users to the rescue: The role of User-Generated Content (UGC) in the Minnesota Affordable Care Act (ACA) website launch

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