An Evaluation of kp.orgApplying research guidelines

kp.org is Kaiser Permanente’s website for members and non-members alike. The site’s purpose is to allow users access to their health records, schedule appointments, refill prescriptions, view lab results, etc. The website is also a general resource for information on health and health conditions.

Section I: Text Design

Fonts Font Attributes Text formatting

In the first section we will look at guidelines relating to the use and formatting of text.

Use the font Verdana, avoid Times New Roman✔

The first guideline we will be discussing is in regards to font type. In 2005, Sheedy, et. all. found that out of the fonts studied Verdana was the most readable and Times-New Roman was the worst. This website does a great job of using highly readable fonts. Most fonts on the entire website are written in the font family of Verdana. This allows users of the website to seamlessly read through text on the webpage without being held back by a difficult to read font.

Use left-aligned text✔

All left-aligned text

The next guideline is on formatting. Ling and Steak (2007) found that using left-aligned text was read more accurately then justified text. Because of this it is advised to use left-aligned text. This website consistently uses left-aligned text throughout almost all pages. While reading this sensitive information regarding health and health care this use of alignment helps the user get accurate information while also limiting misinterpretation.

Section II: Site Menu

Formatting Design

Consistency

In the second section we will be looking at menus and navigation.

Use approximately 16 items in each first level of navigation menus and 32 for the second level ✘

6 items in second level

4 items in first level

A website on health and health care will most likely be used infrequently. It is not something users need to use throughout the day, or even every day. It is used when specific information is needed. Larson and Czerwinski (1998) found that for websites used infrequently it is best to have 16 items in the first level of navigation and 32 items in the following level. This website uses only 4 very broad items in it’s first level of navigation, and then only 6 in the second level. This limits the users in that they need to search more deeply to find what they are looking for, instead of having a direct link on the first level of navigation. For instance, if you wanted to find out what your current benefits cover you would have to click on ‘My health manager’ -> ‘My coverage & costs’ -> then search the page for the link to my benefits. It is possible that a user may incorrectly think this page would be under the ‘Shop health plans’ and they would have to try, and go back, to find it under ‘My health manager’. If there more navigation items in the first level, such as a link to my benefits, the user may make less errors and take less time when navigating to it.

'Pointing-and-clicking,’ rather than mousing over, is preferred when selecting menu items from a cascading menu structure. ✘

Homepage with mouse not hovering Hovering over the first row of menu

items highlights the item in orange and brings up the second menu below

Hovering over the second row of menu items also highlights

the item in orange

Another way to reduce errors and increase speed when navigating a website is to use ‘pointing-and-clicking’ rather than mousing over when selecting items from a cascading menu structure. The reason for this is that it was found to take 18% less time and elicited fewer errors when pointing-and-clicking (Chaparro et. al., 2000). On top of this Chaparro et. al., found that pointing-and-clicking was preferred by users (2000). This guideline is particularly important to this website because of it’s intended audience. Users from all ages are going to be using this website so it is wise to accommodate their physical limitations. For example, A website like this that requires you to hover over a menu item and hold that position while reading all items below it might make it difficult for elderly users as they may not be able to hold that position steady for long enough to make it through the next level of navigation.

Keep menu locations constant✔

Same position across multiple pages

The last guideline regarding site menus is about keeping menu locations constant. Cockburn et. al. found that when selecting from menus performance was improved when the menu locations were constant throughout all pages of the website (2007). This website does a great job of illustrating this guideline. Every single page has the same menu located in the same location. Again, when you have users of all ages it is especially important to reduce mental workload and increase efficiency. Following this guideline allows users to remember locations of menu items which decreases the need for scanning the page.

Section III: Visuals

Contrast ratios Imagery

Organization

In section 2 we will discuss visual aspects of design.

Use a contrast ratio of 7:1✘

3:1 ratio

5:1 ratio

4:1 ratio

6:1 ratio

This website fails when it comes to the contrast ratio of text. Some of the most important text on this website is displayed in a contrast ratio of less than 7:1. In 2008 Caldwell et. al., found that when using normal sized fonts the foreground/background contrast ratio should be at least 7:1, any lower is considered hard to read. When designing a health care website it is important to make text clearly stand out from its background because some users (particularly, users with vision disabilities and elderly users) may already have decreased vision functionality. If a menu or heading is difficult to read the user will strain to look at it, causing discomfort and frustration.

Always show products with images that have a positive connotation.✔

Positive image

A study done by Collins et. al., in 1975 found that objects shown together become associated with one another. For this reason, it is recommended to use positive imagery throughout your website to associate it with positive feelings. On the main page after login, this website displays a couple standing outside, smiling. This will cause an association between entering the website and the feeling of happiness and comfort displayed in the photo. When it comes to websites on health it is important to reinforce positive feelings as the reason for going to that website is likely related to their own health, or health problems. Keeping positive imagery throughout the site will help keep the user in good spirits and give an overall good feeling for your website.

Use denser screens rather than multiple screens✘

Page 2: Who is appointment for?Continue button #1

Page 1: Appointment Center

Continued…

Continue button #2

For the next guideline, and following two slides, we will look at the process of scheduling a new appointment. Staggers (1993) found that using content across multiple screens is slower than using content with one screen. This website does not illustrate this guideline as it requires users to click through 8 pages to schedule an appointment. Each page asks one or two questions beginning with who is the appointment for and continuing through multiple pages until you are met with your confirmation page.

Continue button #3

Page 3: Location of appointment

Use denser screens rather than multiple screens continued…✘

Continued…

Page 4: Read and confirm

Continue button #4

Page 5: Phone or Office Appointment?

Continue button #5

Pages 3, 4, and 5 ask for your preferred location of the appointment, ask you to read an confirm some policies, and ask if you prefer a phone of office appointment.

Use denser screens rather than multiple screens continued…✘

Page 6: Preferred date and time

Page 7: Choose appointment

Continue button #7

Page 8: Confirmation PageContinue button #6

X

XX

Pages 6, 7, and 8 ask for a preferred date and time, then let you choose from a list of available appointments, and then finally a confirmation page. The problem with this design is not only the significant reduction in speed, but the difficulty in changing your previously entered options. If a user gets to the ‘choose an appointment’ page, and decides that because of lack of availability they’re better off making a phone appointment they have to navigate back to page 5, change this option, then redo pages 6-8. These are unnecessary steps, denser pages could speed up the process and allow for easier changes.

Section IV: Search Functionality

Website search Displaying results

In the last section, section 4, we will look at search functionality.

Provide search✔

Search box

This website nicely demonstrates the use of search. This is important because it allows users to create their own ad-hoc categories when they are unable to find it through basic page navigation (Barsalou, 1983, 1991). If a user wants to find information on diabetes they can either click through menu items in hopes of going in the right direction, or they can type the word ‘diabetes’ into the search box. When it comes to medical websites there is an overwhelming amount of information on diseases and conditions, because of this it is extremely helpful to have the option to search for a specific term rather than scan through all health documents and pages.

Categorize Search Results✔

Multiple categories

After entering a search term the user is presented with this page. There is a long list of all content involving the search term, and there are three different ways to organize and filter the results. You can filter by region, by language, or by category. This inclusion of categorization is beneficial because people rate categorized results as being easier and taking less time to search (Heimonen, 2008; Gwizdka, 2009). If a term such as diabetes is entered in the search field, the user may be looking for local diabetes support groups or they may be looking for information on drugs for the disease, two very different types of content. The user has the option to click on a location category or on the ‘drug articles’ category. This is exceptionally faster than scrolling through a long list of all possible results.