DeKalb County Georgia Government Website: Usability Test Report
A usability test was performed on the DeKalb County Georgia government website to assess its user experience in delivering resources and services to the county residents.
Methods: After-Scenario Questionnaire, System Usability Scale, Quantitative/Qualitative Analysis
Tools: Figma, Zoom, Log Sheets
Goals & Objectives
The objective of this test was to assess the extent of errors within the system and their impact. Throughout this evaluation, we gauged the website's usability, encompassed users' task completion proficiency, and identified prevalent obstacles encountered. Through these observations, we gained insights to enhance the overall user experience.
Method
In this study, we observed how DeKalb County residents interacted with the website to find services. We used a summative testing method, which evaluates the quality and performance of the site. We gave users tasks to perform while capturing both quantitative and subjective data. With these methods, we discovered what tools worked within the site and the challenges residents encountered.
Timeline
January 29th 2024–March 8th 2025
Team
Diego Reyes-Alicea, Hannah Blum, Selene Padilla, Tabitha Milon
Contribution
Usability testing, qualitative analysis, testing facilitator, testing evaluator, testing observer, UI design
Methodology
Usability Testing
We screened participants to ensure that they were residents or landlords of DeKalb County Georgia, and at least 18 years old. We observed five residents who ranged from 22 to 44. Participants who were not residents of DeKalb County Georgia, not over the age of 18, and didn’t have access to the internet or a computer were excluded.
We used a remote moderated approach for the test sessions. In each session, a team member took one of the three roles; test facilitator, evaluator, or observer. Each session lasted between 30–40 minutes.
Evaluation Methods
Quantitative metrics were used to evaluate the participants’ performance and subjective metrics were used to gather insights about how users felt about the website. The data for these metrics were collected by the evaluator and observer using log sheets and questionnaires.
Quantitative Metric
Error rate equation
Total # of errors from all users/ Total # of opportunities for error (# of error opportunities * # of users to complete the task)
Subjectve Metrics
After each task
-
After-Scenario Questionnaire (ASQ): The purpose of this questionnaire was to gather information about the participants’ experience and identify areas for improvement.
The questionnaire consists of three questions rated on a 7-point Likert scale (1=Strongly disagree, 7= Strongly agree):
Overall, I am satisfied with the ease of completing the task.
Overall, I am satisfied with the amount of time it took to complete the task.
Overall, I am satisfied with the support information (online help, messages, documentation) when completing this task.
Post-test
-
System Usability Scale (SUS): The purpose of this questionnaire was to help us understand the participants’ entire experience with the site. The All Positive version was utilized. We used Bangor et al. (2009) method to interpret the SUS scores.
The questionnaire consists of ten questions, each rated on a 5-point Likert scale (1=Strongly disagree, 5= Strongly agree):
I think that I would like to use this system frequently.
I found the system to be simple.
I thought the system was easy to use.
I think that I could use the system without the support of a technical person.
I found the various functions in this system were well integrated.
I thought there was a lot of consistency in the system.
I would imagine that most people would learn to use the system very quickly.
I found the system very intuitive.
I felt very confident using the system.
I could use the system without having to learn anything new.
Task 1 Findings
Recommendations
Clarify labels for online vs. in-person.
Remove alternate versions links/buttons to reduce confusion.
Add visual elements to highlight the correct path.
-
Scenario: Imagine that your home collects plenty of recycling and notices that it only goes in the trash. To have the recycling collected properly, you want to request a recycling roll cart for your home. Walk us through how you would request a recycling roll cart for your home.
Go to the homepage, click “Find Sanitation Information”
On the “Welcome” page click “Roll Cart Requests”
Choose “Click here” to submit an additional roll cart online request
Enter the required information on the form
Enter first and last name
Enter service address
Enter city
Enter Homeowner information
Enter roll cart size
Click “Submit” to finalize the request
Task 2 Findings
Recommendations
Clarify labels: “City Commission” vs. “County Commissioner”.
Improve search accuracy and results with the use of a search filter.
Ensure full navigation bar is accessible on all screens.
-
Scenario: Imagine that you want to contact your city commissioner about a problem with a road that you frequently drive on. However, you don’t know who your city commissioner is and what their email is. Walk us through how you would locate your city commissioner’s email.
Go to homepage, hover over Government
Choose “Board of Commissioners”
Choose “Find My Commissioner” from the side menu
Type in address
Select a city council/city commissioner from the search results
Click “Learn more”
Click the email icon under the council member’s name
Task 3 Findings
Recommendations
Improve visibility of the correct job board.
Reduce external job board distractions and external links.
Make the: Government > Workforce > Jobseekers > Openings, path more prominent.
-
Scenario: Imagine you are looking for a remote Web Designer role in your area. Using Worksource Dekalb, a job search tool within the website. Walk us through how you would navigate to the job listings.
Go on homepage, hover over Government
Choose “WorkSource DeKalb”
Choose “Jobseekers” in body of WorkSource DeKalb page
Click Job Openings
Enter job search information into search bar
Enter Web Designer
Enter Remote
Click Search
System Usability Scale Scores
2 Participants graded the website:
87.5% (A) and 92.5 % (A)
3 Participants graded the website:
27.5 (F), 57.5 (F), and 60 (D)
Overall Recommendations
We scaled importance of changes on a scale from 1 (low importance) to 5 (high importance). Here are the most important changes from ranges 3–5:
UI Mock Up
Improved design that fits a variety of screen sizes.
Clear buttons titles that link the the proper working page while mirroring in the design system.
Improvements to navigation to help users with readability.
Updated content organization to support users in their search for what they’re looking for.
Conclusion
The website exhibited significant usability challenges, as evidenced by high error rates and low task completion success rates across all tasks. Participants encountered obstacles such as unclear labeling, ineffective navigation paths, and reliance on the search bar, leading to frustration and difficulty in achieving their goals.
