Whether they pop up while perusing an e-commerce site or land in your inbox after your bumpy flight in from Chicago, surveys are used in many different industries to gauge customer satisfaction and glean insight into user motivations. They are a useful tool in the kit of a user experience designer or anyone who is involved with improving the usability of a product. Surveys seem deceptively easy to create, but the reality is that there is an entire industry and an academic field based on survey design.
Trying to measure usability can be a head scratcher. How easy something is to use depends on where you are, who you are, and a number of other factors. Luckily in the world of usability, there exists a post-test survey known as the System Usability Scale, introduced in 1986 by an engineer named John Brooke, who was trying to solve this very dilemma. The SUS is no stranger to federal agencies.
Last March, the openFDA team shared their still-in-progress API to potential users as part of the U.S. General Services Administration (GSA)’s API Usability Program. FDA created openFDA to allow researchers and developers to search their vast trove of public data, including information about adverse events (reports of undesirable experiences associated with the use of a medical product in a patient) submitted to the agency. The API Usability Program brings together developers from agency APIs and the private sector to evaluate how the API can be improved to be more user friendly.
Most people relate the term “heat map” with something they see during the weather forecast on the nightly news, those colorful maps that vividly illustrate how hot it’s going to be during an impending heat wave. The word “heat map” may not usually however, conjure up images of a widely used Web usability tool; but for those who manage Environmental Protection Agency’s (EPA) website, that is exactly what the phrase brings to mind.