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) |
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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 | |
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 |
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Other
Other | 33rd Annual International Conference on the Design of Communication, SIGDOC 2015 |
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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