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Informing IA Recommendations
Below shows an example of the existing information architecture and what changes were made after to address issues of navigability and clarity.
User InsightsParticipants consistently used the word 'guide' when discussing finding help and instructional documentation, indicating a strong mental model and preference for this term over 'support'.
Product Assessment FindingsThe title ‘ONESpace Support’ does not clearly communicate the page’s purpose. This misleads users, who expect technical troubleshooting assistance rather than comprehensive user guides. Hence, overlooked or avoid clicking this link to access the resources they actually need.
Why This Matters (The Impact)This mislabeling results in wasted user time, frustration, and an underutilisation of helpful documentation, as users are led to believe the section is for direct technical assistance rather than resources.
Proposed SolutionRelabel 'ONESpace Support' to 'ONESpace Guides' to accurately communicate the page's purpose and align with user expectations which is also inline with one of the key issues that was discussed during the focus group.
Validating Solutions
- ToolOur initial choice of the Userberry tool was revised to Lyssna based on participant feedback during the pilot, which highlighted usability concerns with Useberry.
- Participants 61 participants in total with a mixed number of users across all departments.
- TasksA total of 7 tasks were developed for the tree test, designed to be completed within 30 minutes to avoid participant fatigue and maintain data quality. The tasks are also specifically designed to test specific areas of the IA for example some of the more frequently visited and important pages.
- QuestionsFollowing each task, participants answered a rating question and an open-ended question. The test concluded with an overall satisfaction rating and a final open-ended feedback opportunity.
Pilot Testing A preliminary pilot test was conducted internally and shared with the GovTech team to validate the clarity of our tasks and the tree structure. While 'Useberry' was initially used, feedback from the pilot indicated it was not user-friendly for participants. To ensure the test itself provided a positive and intuitive experience, we opted to switch to a different and more suitable tree testing platform.
Tree Testing Insights - Identifying Navigation Barriers
Initial Finding
Only 8.2% of participants directly succeeded in locating the 'Quick Guide.' Users consistently reported "too many clicks" and confusing duplicate labels within the 'Resources' section.
Deeper Insight
While direct success was low, our analysis revealed a potential success rate of 60.7% if the pathway to 'ONESpace Guides' were streamlined. Many users attempted to navigate through related categories or relied on the homepage link, indicating the subsite's pathway was the primary issue, not necessarily the content within it.
Recommendation
Streamline the 'Resources' section by simplifying its structure and eliminating duplicate labels. This directly supports our proposal to relabel 'ONESpace Support' to 'ONESpace Guides' to make the subsite more directly accessible and intuitive for users.
This critical insight directly informed our subsequent design iterations, leading to a redesigned information architecture that significantly improved content discoverability in our final prototype.