# Presentation: 248959

## 

The Evolution of CDC.gov

April 2007

**The Evolution of CDC.gov**
- April 2007

## The Evolution of CDC.gov

**The Evolution of CDC.gov**

## Four Guiding Principles:  

**Four Guiding Principles:  **
**CDC.gov will be:**
**Research-based **– Decisions about CDC.gov (architecture, navigation, terminology, graphical interface, etc.) will be based on data, not opinions.
**User-centered **– CDC.gov will be based on users’ needs and wants, developed with continuous user input, and tested with users.
**Performance-driven **– Success will be measured in quantitative and qualitative improvements in user performance and user satisfaction.
**Collaboration-rich **– CDC.gov must be developed with and supported by  CDC’s web community.

## Slide 4

## Slide 5

## Satisfaction Scores

| Statistics | Data |
| --- | --- |
| Monthly Visits (average): | 9 Million |
| Monthly Page Views (average):  | 37 Million |
| Number of Pages Viewed in the last 12 Months: | 445 Million |
| Number of Monthly Searches: | 1.8 Million |

**Satisfaction Scores**
-     American Customer Satisfaction Index (ACSI):  **80 out of 100** (March 2007)
-     CDC.gov has one of the highest ACSI scores among government Web sites.

## Slide 7

**User-Centered Activities:  **
- Internal Interviews
- Call Logs and Emails
- Web Metrics and Search Logs
- American Customer Satisfaction Index (ACSI)
- Internal Survey
- External Interviews
- Baseline Usability Testing (Browse & Search)
- Card Sort
- User Research Book (Personas and top tasks)
- Parallel Design Sessions
- First Click Usability Testing (including Tagline testing)
- Graphic Preference Testing
- First Click Usability Testing (round 2)
- Second Click Usability Testing
- Pre-Launch Usability Testing

## Rank of internal survey vs. actual uses (ACSI)

## How do users use CDC.gov?  (ACSI)

## Primary Audiences

## Secondary Audiences

## Steps in the usability test:  

- Conducted the test using:
- Usability Testing Environment (UTE)
- Morae Recording Software
- TechSmith Web Cam

-  Monday (pilot test):  2 stations were moderated (facilitator sat next to the user).  Two stations were un-moderated (participant worked alone)
-  Wednesday: All tests were moderated (4 stations)

- Steps in the usability test:

**Notes:**
Add Smart Art

- Data-Driven:  Most Popular Pages
- Web Page                                     Number of Visits	Related Scenario
- HPV:  	832,504		HPV Vaccine
- BMI Home:	802, 208		Health – Obesity
- Syphilis: 	801,631 		Syphilis Trend
- Lyme Disease: 	698,394 		Lyme Disease
- Data-Driven:  Most Popular Downloads
- Web Page                                            Popularity of Download	Related Scenario
- Growth Charts	#1 Most Popular	Growth Chart
- Lyme Disease Treatments	#2 Most Popular	Lyme Disease Tests
- Child Immunization Schedule: 	#7 Most Popular	Immunization – MMR Vital
**	**

- Overall ‘Browse’ Success Rate for All Scenarios – All Participants

- Overall ‘Search’ Success Rate for All Scenarios – All Participants

**Notes:**
68% Success without time limit

- Data & Statistics:  2%

- Banner / Footer

- Left Panel

- 16%

- 50%

- 13%

- 9%

## Slide 28

## First Click from Home Page – 74% were correctComparing Success and Time to Succeed

## Where you would look for information on asbestos? (33% Correct)

**Green** = Correct  **Red**** **= Wrong

- 33%

- 67%

## CDC provides grants and funding.  Where would you find a list of grants and applications? (50% Correct)

**Green** = Correct  **Red**** **= Wrong

## Performance-Driven

**More successful:** During the baseline usability test, users were assigned key tasks to find information on the old Web site. When asked to do the same tasks on the new site, users were successful 78% of the time – **a 22% improvement!**
**Improved efficiency:**  On the redesigned site, users found information **in 14% less time and required 41% fewer page views (or clicks) **compared to baseline testing.** **
**Greater satisfaction:**  Users’ satisfaction with the new site improved dramatically – **a** **70% increase** over satisfaction levels with the old Web site.

## Collaboration-Rich

**Collaboration-Rich**
**Top 10 Strategies for Increasing Internal Collaboration and Communication **
- Developed cross-agency **CDC.gov Council **composed of representatives from all CDC centers.
- Conducted **internal interviews and online survey **to get CDC employee input on web audiences, priority tasks, strengths/weaknesses of the site, and more.
- Developed **CDC.gov intranet site **and posted everything we did on the site.
- Held quarterly **“State of the Web” town hall meetings **(open to any/all employees and contractors in CDC) to share data, plans, priorities, and progress to date.
- Distributed **CDC.gov Progress Reports**, email newsletters that reported results, shared plans and priorities, and solicited feedback with CDC leadership and the web community.

## Collaboration-Rich

**Collaboration-Rich**
**Top 10 Strategies for Increasing Internal Collaboration and Communication **
- Initiated the **eCDC Professional Development Series**, seminars and courses related to Web development, content management, usability, technical issues, and new media.
- Developed several internal **Communities of Practice (CoP) **on user experience, interactive media, and other topics to encourage discussion and collaboration around web at CDC.
- Promoted web activities in **employee publications**, primarily CDC’s intranet site.
- Reported **metrics** on early efforts/successes (podcasts, Email Updates, etc.)
- Established a CDC.gov **blog **on the intranet site to encourage ongoing feedback from CDC staff and contractors.

**Contact:  **
- Janice R. Nall
- Director, Division of e-Health Marketing
- National Center for Health Marketing (NCHM)
- Centers for Disease Control and Prevention
- _[jnall@cdc.gov](mailto:jnall@cdc.gov)_
- 404/498-2242
- Cari Wolfson
- President, Focus on U!
- _[cariwolfson@usabilityfocus.com](mailto:cariwolfson@usabilityfocus.com)_
- 850/385-7300