Ptsd 630 final presentation

IDIA 630

Pamela Gibbs Ling Ng Justin Scruggs

Veteran Affairs:

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Overall Goal

To provide the VA National Center for PTSD with an understanding of how end users label/categorize information. This will result in a navigation that is

functional and simple. We utilized the techniques of card sorting, personas, content strategy, competitor analysis,

search, and wireframing to achieve these goals

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Card Sorting

Overview, Participants, Results, and Participant Feedback

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In-class workshop/discussions within our group (i.e. more specific categories to make navigation easier to understand for users)

Content inventory data (i.e. main finding for navigation: “Categorize and label content by type of user”)

■ Professionals■ PTSD Victims■ Family/Friends of PTSD Victims

Card Sort Overview

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Utilized content inventory data and settled on 38 cards for the closed card sort:

PTSD Basics Types of Trauma

AboutFace Treatment Overview

Find Help Help with VA PTSD Care

Locate a Clinic Self Help

Do I have PTSD

Apps, Videos, & Resources

Family & Caregivers

Women Children Cultural Considerations

Asian Amer. & Pacific Islander

African Amer. Vets

Native American Vets

Hispanic Veterans

Cross Cultural Considerations

Forms & Handouts

Assessments Adult Interviews & Self Report

Measures & Screens

Treatments

Early Intervention

Education & Manuals

Courses Research & Publications

Treatment Options

What We Do PTSD Awareness

Divisions & Staff

Press & Promotion

Positions Available

About our Website

Subscribe for Updates

Newsletters & Update

Closed Card Sort

● Home● What is PTSD?● Treatment &

Coping● Professionals● About You

Categories Used:

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Participants

Average Completion Time

-Closed Sort: -Open Sort:

8 minutes 11/12 minutes

Professionals within the field

Those directly affected with PTSD

Those who have a friend or family member with PTSD

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What We Were Trying to Discover

● Which items appeared together most often?

● Which items did participants struggle to classify?

● What new suggestions or labels were made?

● Were any items put in more than one grouping?

● Were any other items of interest brought up during the sessions?

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Results of Closed Card Sort● Cards that participants struggled to classify into the

same category were: 1 - “Apps, Videos and Resources,” and 2 -“Cross-Cultural Considerations” as well as “Cultural Considerations”

● Cards that appeared together consistently with the same category were: “Measures & Screens” placed within “Professionals,” and “Self Help” placed within “Treatment & Coping”

● New labels that participants created were: “Individuals & Family,” “Staff & Positions,” and “Treatment & Trauma”

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Participant Feedback

● Sort: ClosedParticipant 1: Baltimore, MDComment: “There seems to be a fair amount of overlap with cards. Condense these into similar groups, and create less options.”

Participant 2: Catonsville, MD Comment: “The treatment cards seemed like they could go under ‘Treatment & Coping’, or under ‘What is PTSD?’”

● Sort: OpenParticipant 3: Catonsville, MD Comment: “The categories seemed easy enough to logically create areas to fit most cards. However, the cards themselves should be more diverse.”

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VA – Personas, Content Strategy & Competitor Analysis

Who? What? Why?

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PTSD User ProfilesVA - PTSD

Carl Winslow, Veteran

“I’ve been feeling bad lately and I’m not sure if it could be PTSD and if it is... what should I do? I don’t think staying at home will help me.”

Jon Marks, Veteran w/ PTSD

“Discovering new ways of interpreting my experiences with war and processing through them is something I can’t discover very easily.”

Sarah Marie Rodriguez, Wife of Veteran

“I don’t know what is happening with my husband right now- everything changed since he returned from his last tour….this is supposed to be an exciting time in our lives…”

Charlene Stewart, At Risk Community Worker

“I need to stay current with my continuing education courses, as well as be able to provide the at-risk youth administrators that I train, with the appropriate training and tools.”

Nathan Langley, Veteran Clinician

“Discovering relevant resources to provide my patients with as well as conduct and contribute to my research can be a very daunting and time consuming task.”

Site AnalysisVA - PTSD

Redundant &

dense

information

Information is duplicated in

multiple places and pages are

text heavy which makes the

website seem unorganized

and overwhelming. The site, as

is, is not intuitive

Layout makes it difficult for

users to quickly access

information that they seek

Overall ,the website is a great

resource that can be utilized

by various audiences, even top

competitors such as the Mayo

Clinic and NIMH

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Useful

information

Layout

Layout: Unanswered Questions

What is PTSD?

What causes PTSD?

What are the symptoms and risks of PTSD?

Where to get treatment for PTSD?

Where can I quickly find resources and materials?

What is the most current research on PTSD?

What are my continuing ed requirements and how can I get them?

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How is PTSD diagnosed?

For the Public

For Professionals

Users must decide between “For the Public” and “For Professionals” which may potentially cause confusion; navigation at first glance does not easily answer the following questions:

VA - PTSD

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Layout: Unanswered Questions Walk ThroughVA - PTSD

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4

56 7

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Her main goals are to find out what is PTSD (4 clicks), what are its symptoms (skips over this), what are the treatment options and where can she get help

Layout: Unanswered Questions Walkthrough - CompetitorsVA - PTSD

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Sarah can answer her questions in 3 clicks or less ; she is also “guided” on what to research next

Mayo Clinic

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NIMH

Navigation headings and subheadings are duplicated

in various places, which may result in information

being dismissed- ex.: PTSD Consultation

Redundant & Dense Information

Paginas en Espanol Navigation Headings

VA - PTSD

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The Spanish translation comes across as an

afterthought and not as useful resource- looks

slapped onto the page

Redundant & Dense Info.: Paginas en Espanol Solution

VA - PTSD

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Three options of how Paginas en Espanol can be presented on the site:

1. cancer.org2. healthfinder.gov3. familydoctor.org

*adding an En Espanol button or link at the top of the page, which allows everything to be translated to Spanish including the navigation, will make it easier for Spanish speakers to navigate, as well as reduce the amount of clutter on the page

Redundant & Dense Info.: Footer SolutionVA - PTSD

Condense links to: Disclosures, Privacy,

Terms of Use, FAQs, Legal Notices, Affiliates,

Careers, Resources for Veterans, Site Map,

Contact Us

Move social media icons to the right of the

footer

Remove email updates and use hyperlinked

logo images for partners that need to be

highlighted

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Make use of pop up boxes that appear and disappear

when clicked/moused over; this provides a cleaner

look

Redundant & Dense Info.: Profile Solution

Current Suggested

VA - PTSD

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Very text heavy and cluttered in appearance; requires user

to have to scroll down the page to read about others

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VA – PTSD Search Really, how easy is it?

Search: Location & DesignVA - PTSD

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VA Search is placed in a more prominent position (top right of page) compared to the PTSD Search (lower right of page

PTSD Searh requires users to choose a section before entering their search term

Search: MobileVA - PTSD

Search is the key form of navigation

for users viewing the PTSD site on

mobile devices. The current site uses

responsive design, but the location of

the search makes it difficult for users

to search

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Recommendation

Position the PTSD search box

at the top of the mobile

screen and have it span the

entire width. This makes the

search bar more visible and

easier to use

The current

PTSD search

appears at

bottom of

mobile

screen

Search: PTSD vs Web MD ResultsVA - PTSD

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Option to refine research results by category

Results from different categories shown in the Top 3 results

Additional information on the type of result and

source

Recommendation

Use facets to enable user to search by media

type (e.g. “Find videos” and provide useful

information in the summary -- such as the type

of document, its source and content)

Findings

Search Analysis SummaryVA – PTSD

People use search to navigate a

site and access information

The search and search results

must be user friendly Unified search- have a single

search for the entire site OR

make a clear distinction between

the VA search and he PTSD

search

Faceted search - allows users to

search by different facets of the

content (e.g. media type,

category, etc…) Include facets in

search results

People use search to discover

new content

The search must be placed in a

prominent/visible location

Search filters-allows users to use

filters to refine search results

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Recommendations

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VA – PTSD Site Map, Wireframes & Recommendations Where do we go from here?

The Proposed Site Map

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About Us

Who we are

Our History

Mission, Vision and Goals

Our Future Outlook

Leadership & Divisions

Social Media & Awareness

Press Releases

Initiatives

Doing Business with Us

Working at NCPTSD

Working with Us

Media Kit & Contacts

Logo & Widgets

NCPTSD Careers

Research

Education

Milestones, Awards & Achievements

PILOTS Database

For Professionals

Tests & Diagnosis

Measures by NCPTSD

Measures by Other Organizations

Education & Manuals

Research & Publications

Treatment

Early Intervention

Cultural Considerations

Resources

Veterans

Children

Community Providers & Clergy

EmployersEducational Institutions

Individuals, Families & Community

What is PTSD

Causes

Symptoms

Get Help

Self-Help

Help & Coping

NCPTSD Home

Forms & Handouts

Family & Friends

Disaster Responders

Medical Doctors

Legal Systems

Research

WomenTools

Site Map RecommendationsVA - PTSD

Remove section home pages Condense like items Clearer navigation labelsFlatten architecture

This will ultimately

guide users where to

go. Current labels are

unclear

Makes it easier for

users to navigate

Reduces the amount

of duplication that

occurs throughout the

site

This reduces the

number of clicks

needed to access

information.

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Wireframe Main Heading

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For ProfessionalsIndividuals, Families and Communities

About Us Search the National Center for PTSD

Slideshow of images

Veterans Crisis Line

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Navigation

broken into

3 main

categories

PTSD search

Site highlights

Hospital LocatorMy HealthVet Online

Wireframe Sub Heading

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Add a dropdown

menu/overlay that

has includes

heading sub-

sections. Users can

find the information

they need quickly

Individuals, Families and Communities

About Us Search the National Center for PTSDFor Professionals

1Tests & Diagnosis

Measures by NCPTSD

Measures by other organizations

Education & Manuals


PILOTS database

Treatment

Early Intervention


Tools

Forms & Handouts

Educational Institutions

Veterans Crisis Line Hospital LocatorMy HealthVet Online

Wireframe Subject

PageLayout

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For ProfessionalsIndividuals, Families and Communities

About Us Search the National Center for PTSD

Lorem ipsum dolor sit amet, consectetur adipiscing elit. Sed ornare ligula eros. Suspendisse nec massa quis dolor elementum consectetur. Integer tempor nisl nunc, eget bibendum purus vestibulum vel. Sed laorea. Donec mi est, accumsan sed sem eleifend, bibendum tempor justo.

Sed sodales porttitor arcu, mattis efficitur dolor imperdiet viverra. Aliquam varius justo eget nulla accumsan iaculis et aliquam lacus, ac dapibus mi pharetra. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Sed ornare ligula eros. Suspendisse nec massa quis dolor elementum consectetur. Integer tempor nisl nunc, eget bibendum purus vestibulum vel. Sed laorea. Donec mi est, accumsan sed sem eleifend, bibendum tempor justo. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Sed ornare ligula eros. Suspendisse nec massa quis dolor elementum consectetur. Integer tempor nisl nunc, eget bibendum purus vestibulum vel. Sed laorea. Donec mi est, accumsan sed sem eleifend, bibendum tempor justo.

En español

Title of article goes here

Individual, Families and Communities : Resources & Tools : Veterans

Wireframe Search Results Layout

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For ProfessionalsIndividuals, Families

and CommunitiesAbout Us Search the National Center for PTSD

Search results for “PTSD symptoms”Related search

Common symptoms of PTSDDo I have PTSD?PTSD diagnosis

Top searchesPTSD treatment

Insurance coverage for PTSDCoping with PTSD and work

Symptoms of PTSD – National Center for PTSDIndividuals, Families and Community: Symptoms

Posttraumatic Stress Symptoms among Older Adults: A review – PTSD: National Center for PTSDIndividuals, Families and Community: Resources: & Tools: Veterans

Trauma checklist for Young ChildrenIndividuals, Families and Community: Resources: & Tools: Children

Screen for Posttraumatic Stress Disorder (SPTSS) – National Center for PTSDProfessionals: Tests & Diagnosis : & Tools: Veterans

Filter by media > PDF | Video | Download

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When tapped, the menu slides in

from the left.

Users are still broken up into

categories, and when the user

chooses their specific category, it

takes the user directly to that

homepage.

Search is prominently shown at the

top of the mobile page

Search the NCPTSDIndividuals, Families and Communities

For Professionals

Slideshow of images

Veterans Crisis Line

My HealthVet

Online

HospitalLocator

Mobile Navigation Solution

About Us

Forms & Handouts

Tests & Diagnosis

Measures by NCPTSDMeasures by other organizations

Early Intervention


Education & Manuals


Tools

Search the NCPTSD

About Us

For Professional

Individuals, Families, and Communities

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The Sub navigation is imbedded into

the main navigation (with it being

highlighted prominently)

Main navigation is still

visible (just not as

prominent)

Main navigation

(before sub. nav.) is

displayed

Mobile Navigation Example - AETNA

“Simplicity is is the ultimate sophistication.” - Leonardo da Vinci

Strategic AdviceVA -PTSD

Reduce the amount of embedded links on the pages

Provide clearer descriptions for navigation headings and consolidate those

that can be grouped together

Refrain from duplicating information under various sections of the

navigation

Reduce the amount of text and unnecessary information ex: the

Spanish translation

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2

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Thank you for your time and letting us present to you our findings and solutions.

The EndVA - PTSD

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Pamela [email protected]

Ling [email protected]

Justin Scruggs [email protected]

Contact Info:

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Appendix

User Profile: Corey Winslow

ProfileAge: 59 years oldLocation and Job Title: Richmond, VAEducation: High school, adult college course in business administration

Job Title: On disabilityRelationship/Family Status: Never been married, lives with younger brother and his family

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VA - PTSD

Technical Abilities:Has some computer skills but not confident, usually gets his nephew to help him fill online forms. Uses his smartphone to access internet, mainly for entertainment (watching videos, quiz games), prefers to read the news in the papers. He keeps in touch with friends through Facebook

Goal:Corey is thinking about getting a part-time job but is feeling anxious about going back to work after being out of the workforce for an extended period of time

LimitationsCorey feels that his computer skills are limited and when he does use the computer, he feels lost. He attributes this to him not being able to use the website properly. He has trouble reading large chunks of text on the screen; he prefers to print out articles but does not know how to format web pages for printing

Needs:He would like to learn more about the symptoms associated with PTSD so he can discuss it with his doctor during his next appointment. He searches for “PTSD symptoms” on Google and clicks on the PTSD website. He also neesd to this affects his VA benefits and how to get help if he does have PTSD

User Profile: Sarah Marie Rodriguez

ProfileAge: 26Location: San Diego, CaliforniaEducation: B.S. Hospitality Management, George Washington University

Job Title: General Manager, MarriottRelationship/Family Status: Married for 4 years to Alex, who just returned from third tour in Iraq; relocated from the East Coast; pregnant with first child

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VA - PTSD

Technical Abilities:Considers herself to be tech savvy; utilizes multiple social media platforms- i.e. LinkedIn, Facebook, Instagram. She runs a blog which is more like an online journal about her travels; owns multiple technological devices (Samsung, iPad)

Goal:To get involved with a support group and get adjusted to her new life with recently returned husband

LimitationsReally embarrassed about prospect of husband having PTSD, so privacy is a big deal. The lack of a support group/system is making her isolate herself, which is causing denial

Needs:1. Understand the symptoms her husband is

experiencing-though she is aware of PTSD, she is not sure if this is what he is suffering from

2. Educate herself about PTSD, get Alex connected with professional help and get into support a group .with other mi

User Profile: John Marks

ProfileAge: 28Location: Columbia, MarylandEducation: H.S. Centennial HighU.S.M.CJob Title: Fitness Instructor/Former MarineRelationship/Family Status: Unmarried, but has been in a relationship for the past two and a half years

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VA - PTSD

Technical Abilities:Very good understanding of internet/computer/coding skills (HTML/CSS). Does some graphic design work (Photoshop). Jon owns a laptop, smartphone and tablet (Ipad, Iphone and MacBook Air)

Goal:Assist himself and former Marines in new life views after service (specifically researching articles on Marines who have to deal with stress after involvement in war)

LimitationsJon’s schedule is one that is filled with client sessions and/or other activities (friends, family). His schedule doesn’t allow him to spend a lot of time to engage with relevant information/new connections that would assist him in his post-Marine lifestyle

Needs:1. Discover avenues that will help him

understand post-war experiences/stresses in relevant areas (i.e. ways to deal with stress, different observations on post-war life, etc…)

2. Time is of the essence, so a quick and easy navigation (i.e. clear labeling) is necessary

3. Being able to contact other post-war individuals and build a connection utilizing and building upon similar experiences

User Profile: Charlene Stewart

ProfileAge: 32Location: Chicago, IllinoisEducation: B.S. African American Studies, Chicago State University

M.S. Psychology, Chicago State UniversityPsyD, Social Psychology, Northwestern university

Job Title: Assistant Director of Youth Guidance/Counselor

Relationship/Family Status: Newly engaged to litigation attorney Johnston Michaels III and has an Italian Mastiff named Kingston

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VA - PTSD

Technical Abilities:Considers herself to be extremely tech savvy; utilizes multiple social media platforms- i.e. LinkedIn, Facebook, Instagram, Periscope, YouTube; very vocal on social media outlets; owns multiple technological devices (iPhone, iPad, MacBook Pro, iWatch)

Goal:To help at risk youth and the clinicians and school administrators that service them

LimitationsTime - she and the people she supports deal with crisis situations on a regular basis- she needs to be able to quickly find information and pass it along

Needs:1. Train other clinicians and school

administrators that service at-risk youth

2. Provide information on how to access current, pertinent and relevant information regarding trauma, suicide, and mental health

3. To be able to react quickly in times of crisis4. To be informed what is the latest research in terms of child trauma.

User Profile: Nathan Langley

ProfileAge: 65Location: Dover, DelawareEducation: B.S. in Developmental Psychology, Delaware State University

M.D., John Hopkins UniversityJob Title: Clinical Practice/Education DirectorRelationship/Family Status: Married for 35 years. Has 3 children ages 35, 38, and 42, and 5 grandchildren.

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VA - PTSD

Technical Abilities:Comfortable using a computer; loves to use his iPad because he can use it to keep in touch with children/grandchildren; he likes the option to print out things he deems to be important for later use

Goal:Nathan wants to treat and help Veterans cope with PTSD; he is also in the process of writing a book about his PTSD research

LimitationsNathan has trouble with complex navigations and reading text on the screen which is why he prefers to print out web pages and PDFs. He is also worried about downloading and opening files online because of a prior experience with a computer virus

Needs:To be able to access resources in order to: 1. To be able to access training materials,

information, and tools to help assess and treat military personnel and Veterans suffering from PTSD

2. Remain up-to-date with continuing education requirements

3. To access relevant and up-to-date information about PTSD to reference in his book; with other military wives

Search AnalysisPTSD.va.gov

Gibbs, Ng and Scruggs | IDIA 630 Spring 2016

Search Analysis for PTSD.va.gov

1. Search Interface

2. Advanced Search Options

3. Search Results

4. Search Help

5. Search Language

6. Other Search Functions

7. Mobile Search

8. Summary

Contents

Search interface

How users can search


How easy is it to search?

The PTSD site search is located on the lower right of the homepage. It appears on the homepages of the main sections.

The PTSD site search field is not prominent compared to the VA search

This search box is linked to a different search database (VA.gov) and returns different results


How easy is it to search?1. Choose Section menu. Users might not know which section to search in

2. Enter Term and Search. Users have to come up with their own search term

Suggestion:Include a query suggester to provide hints for a good query

Users are prompted to choose a section/audience before they can perform a search, otherwise an error message appears.

Small text input sends a signal that there is a limit to the number of characters in a query. It is also difficult for the user to enter longer search terms

Advanced Search Options

Options for expert users


Advanced search

This page is accessible from

the link under the search

input. The fields help the

user to construct a Boolean

search.

It is similar to the advanced search interface for library

catalogs.

The users of the Advanced Search are likely to be researchers and professionals who would be familiar with this type of search interface.

Search Help

Assistance for search users


The phrases “stemmed variations, “exact phrase” and “Boolean operators” only make sense to specialized groups of users i.e. researchers

Search TipsSearch tips. should be written for both novice and advanced users

A well-designed interface for search input and results should make the search tips page unnecessary.

Search Results

How search results are presented


Search results page

After entering a search query, the search form

takes us to this page (shown on

the right)

Search term used: “PTSD symptoms”

Search within sections is the sole filtering option

Suggestion:Provide a search results filter instead of the search again box

Display the search results on the top of the page

It is confusing for users to be presented with options for advanced search and a search box right after clicking “search”. This gives an impression that their first search was unsuccessful.

Search box appears on top of the results, implying that the user needs to perform another search

Search results are displayed below the search again box


Search results (cont’d) The search results should display relevant results from all the different sections and sub-sections

Suggestions:Display results from different sections of the site

Enable filtering of results by section so that users can refine their search

Search results should reflect

the diversity of the content


The search term returned many results, but no indication of their relevance or ranking system

Precision vs. Recall

Recall: Displays

results returned

from all sections of

the site.

Precision: There is no indication of

relevance of results

or how they are

ranked.

Search term used:“PTSD symptoms”

No indication of relevance for each result displayed. Users are likely to scan only the top 3 results.

Suggestions:Include an indication of how the result is related to the search term e.g. highlight the matching term

Order the results utilizing best match ranking or best bets


No results found page

If there are no results, the closest related results or search suggestions should be offered, instead of “zero results”

Suggestions:

Use this opportunity to offer suggestions e.g. Popular searches, what other people have searched for.

Show related results based on synonyms

The only suggestion offered is to try searching in another section

Provide suggestions to help users formulate search queries that yield results

Search Language

Different types of search inputs


Natural Language search

“signs of PTSD”

returned 97

results based on

the keywords

“signs” and

“PTSD” as word

string queries is

not enabled.

There were no

exact matches.

Search term used:“Signs of PTSD”

Natural language search is enabled so almost any term entered will produce results, e.g. “do I”


Stemming and Spelling

Misspelling of common search terms is not supported.

Search term used:“PTSD symptoms”

Ensure the user's’ search terms produce results with spell-check and suggestions

Avoid misspellings by providing a autocomplete function in the search input

Provide best guess alternatives for commonly misspelt words

A search for “PTSD symptons” yielded no results

Other Search Functions

Search filters, mobile environment and other search-related features


Boolean searches, controlled vocabulary

Boolean search is enabled - A

search for “trauma NOT

veteran” narrowed the results

from 597 to 3

Word string search for “do I have PTSD” did not yield exact

matches but close matches

were found.

Search terms used: “trauma veteran”

“Trauma NOT

veteran”

“”Do I have PTSD?””

Advanced search strings should be

enabled from the

search input so

advanced users can

use them without

having to go through

the advanced search

box


Search Zones and Search Types

Presently, the search allows for vertical

searches within the 3 categories.

The search function should: cater for different types of searches

1. Informational

2. Transactional (Hospital Locator and PILOTS database)

3. Navigational (Finding a specific section of the site). This can also

reduce the number of links and

buttons displayed on the site

Suggestion:Unify the different types of searches into a single search box and return results

The Hospital Locator and other quick links could be integrated into the main search box, or positioned closer to the search box.

The different search inputs could be combined into a single search box

These links to popular topics could be used as search queries


Search Filters

Search filters can allow users

to customize the search results

according to their needs

without having to think about

which section to search within.

The current search does not provide any form of filtering,

aside from searching within

different sections.

Suggestions:Allow users to conduct vertical searches within different sub-sections of the site e.g. videos, apps, survivor stories.

Search filters also allow for disambiguation of terms

Users might not know which section the information belongs to


Use of Facets

Facets can be

used for

additional

filtering,

guiding search.

The example

here is taken

from WebMD.

com

Suggestions:

Use facets to create categories such as “Find videos”

Provide useful information in the results summary e.g. the type of document, its source and its context

Option to refine search results by category

Additional information on the type of result and source

Results from different categories shown in the Top 3


Mobile SearchUsers are more likely to click on the top search. The PTSD search is at the bottom of the screen

In mobile view, the PTSD search box appears at the bottom of the screen.

The search box spans the entire width of the mobile screen, making it more visible and easier to enter a search term.


Suggested FeaturesSearch features from other websites

Google has quick definitions in the form of common queries

About.com has a related searches box on its search results page

WebMD’s search box has an autocomplete and search suggester based on the keyword


Summary

1. Unified search: Have a single search search form for the entire site

2. Provide users with options for filtering results

3. Help users formulate search queries by providing query suggestors and autocomplete lists based on popular searches

4. Remove the requirement to select a section/audience

The summary contains list of recommended changes, ranked by priority and the effect it has on the user experience

Search is essential for helping users to navigate the site and discover the extensive amount of content on the PTSD site

Technology

Ptsd 630 final presentation