ThreatGroup.com Usability Report [http://threatgroup.

com/]

By: Davis L. Becker

March 4, 2012

1. Introduction.
A usability test is intended to determine the extent an interface facilitates a users ability to complete routine tasks. The analysis and report for threatgroup.com was developed independently, and serves to identify potential areas for improvement to the web site. According to the The Research-Based Web Design & Usability Guidelines, users define 'usability' as their perception of how consistent, efficient, productive, organized, easy to use, intuitive, and straightforward it is to accomplish tasks within a system. Poll Group: Current Threat Management Group Customers - 48th Explosive Ordnance Disposal Flight, (17 Technicians)

2. Audience Analysis
Why do you think Threat Management Group developed threatgroup.com? Threatgroup.com was developed to provide current and potential customers or employees with information about the company, its mission, and available products and services. Who do you think is the primary audience for threatgroup.com? Threatgroup.coms primary audience is based around their customers. Of whom are Military & Defense Contractors, such as Explosive Ordnance Disposal (EOD) & Security/Combat Operation teams, Civilian organizations, such as law enforcement, security and private sector organizations as well as disaster preparedness and response teams. When and why might the audience visit threatgroup.com? As the customer, one will be interested in TMGs services, products, and/or training schedules, and would want to learn more about them. The contact, mission, and team information applies to both the current/potential customer and employee.

3. Usability Analysis
ThreatGroup.com was evaluated using the Usability Guide available at http://usability.gov/guidelines, and rated on a scale of 1 to 5, where 1 equals strongly disagree and 5 equals strongly agree, based on how well the site met the standards in the guidelines. Comments are provided to justify the rating, and list examples of the ways in which the site did or did not meet the specified criteria. Usability Criteria Page Titles and Headings were used effectively? Comments: The Headings were vague, not unique and descriptive and did not clearly direct the user to the targeted information. For example The Facility, What facility? And there are multiple facilities related to TMG, therefore users are required to find out by trial and error which one it directs you to and has information about. Also, there were only main headings and no sub-headings so the site does not follow the more rather than less rule in the guidelines. For example, services was a dead end, and did not offer subheadings/pages for the actual services. There is no logical flow or organization to the headings, Our Team & Our Mission were listed first on the left of the headings section, implying the most important parts and more often are found as sub-headings in about us main headings (of which this site had no about us). Critical or important data, such as course registration close-out dates were not highlighted or brought to the attention of the user. Additionally, the interactive portions of the page (calendar, home, news, contact us) were made to look like sub-headings by use of a smaller and less contrasting font. Since there was no clear hierarchy, html order had low affect on the site. Rating 3

Page Length was appropriate for the site? Comments: The homepage was not limited to above the fold, although close, but important contact info (not found in contact us page) was below the fold. The layout was fixed and there was a lot of wasted space regarding the width of the page that if utilized, would result in all pages and content being above the fold.

Search capabilities were available on the web site? Comments: No search capabilities available.

The site used sound navigational principles? Comments: No table of contents, site map, or location feedback available. Some clicks lead to dead-ends. For example, Services leads to a general description of all services, and nothing regards to the specific courses, or their schedules. User then goes to calendar, but it is for information use only and only allows user to browse the calendar. Once course found, and if description provided, it is general, and prompts you to contact us for more information. So user then goes to contact us page that fails to mention the email address (found on homepage & locations pages instead)

Graphics were used effectively on the site? Comments: Graphics and multimedia are of good quality and offer a fitting combat theme, but lack in most areas. Labeling was not used consistently (slideshows/facility/locations). Size is causing some pics to take longer than all other items to load (large picture on bottom right of each page), but does not slow the downloading of the page content. They are also causing descriptive text/content to appear below the fold. Redundant use is also an issue (photo slideshows on every page) serves no purpose in those areas. The video is provides very vague information, so it is somewhat useful. But the information is relayed as audio, and is not subtitled or scripted for referencing. The logo appears inside the word threat in the company name, which is ok, but more often than not the logo appears on its own, and one may not differentiate the logo from just a creative way of writing an E. The logo should be placed on its own, but associated with the company name. The expect the unexpected is written over a graphic tab that purposely brings your attention to it, but it is not a link, and is misleading so it is an ineffective use of the page template/design. Graphics in the facility are used effectively to provide information about the training and the urban training facility, but not as much for the lazy c ranch graphic. Also, the graphics for the YouTube, Twitter, and Facebook pages are small and inconspicuous, which is ineffective because there is more information available on those sites.

The use of fonts was appropriate for the site? Comments: The background is dark, so no black font, and not plain so it does not offer the best contrast for the fonts used. The font is listed as size 12, but does not look it -it looks more like size 10 or less. The font formatting does not provide a hierarchy or organization of headings or content (calendar is smaller and green on dark background less contrast VS. expect the unexpected which is top center, larger, higher contrast, and not even a link). The font was familiar, and other than size and contrast was not hard to read.

The content layout and organization were appropriate for the site? Comments: There is very little logic to the structure and content of the page, of which is also affected by the lacking heading and navigation features. The top left of the page was the headings for the our team and our mission pages, but are not critical information. Necessary information is not displayed, for example, course registration deadlines, or even directions and logistics information, and unnecessary or less important information is always displayed (latest news, infrequently updated). Related information is not grouped effectively and the numbers of clicks are not minimized, as stated above in the navigation comments. Additionally, the information is not formatted for specific users. For example, military organizations and civilian groups use different processes and procedures, but there is not information to direct the respective user to a specific program or information.

The site was accessible to multiple audiences with multiple needs Comments: The video does not provide a script, and most pictures do not have descriptions, failing to provide text equivalents for non-text elements. The Google Calendar applet is used, but government computers do not allow access to certain google apps. Brochures are available in pdf only. The 2011 Product Sheet is a downloadable pdf but is password protected. There are no text-only pages. Frame-Titles are not used effectively. Was not able to test the flicker of the video for frequency, but it seems questionable and may be between 2-55Hz.

The site followed appropriate design principles? Comments: The design, initially is attractive, but not user friendly meaning they valued preference over performance. After consulting with others who have used the site, they say the only reason they use it is to browse the course dates and find the phone number when more info was needed. I dont believe many resources were exhausted to provide the best possible user experience, and deliver engaging, relevant and appropriate content. In regards to a users intention for accessing the site, information is either scattered or not present at all, thus prompting them to just call or email, meaning nothing is accomplished within the site (main reason for a 1). When a google search was conducted for Threat Management Group and Threat Group threatgroup.com was the first hit, but when a search for TMG, which the company is most commonly known as, threatgroup.com did not appear in the top 30 results.

4. Recommendations
Page Titles and Headings: The website must use more specific and organized headlines and pages, under the premise that the customer is visiting the sight for a specific reason. Organized that will facilitate the user who intends to achieve something within the sight, as opposed to one who is browsing for general information. For example, headlines can be created to target an audience, such as Air Force EOD then listing sub-headings that apply to the training and services provided to AF EOD, and allow one to obtain all information necessary as well as be directed to complete tasks within the AF EOD heading. Page Length: Firstly, the site must maximize the space by utilizing the width of the page. Secondly, a Fluid Layout, instead of the Fixed Layout currently used, will ensure that no content is below the fold. These solutions will remedy that fact that all pages within the site are being cut-off at the fold, and reduce the probability of a user missing information. Search capabilities: There is no search capability within threatgroup.com, which drastically inhibits the experience and tolerance of the user, and ultimately the intent of the website. The website is compromised when no information can be found and the user resorts to calling or emailing the home office for more information. Navigation: The site should be redesigned to include a Table of Contents, Site Map, and the ability to provide the user with location feedback, especially if the recommendation is followed to add customer specific direction (you want someone in the Army to be sure hes not in the Air Force content). Make your best attempt at a logical flow of information youre providing. For example, if someone is interested in the Concealed Weapons Permit Certification, they would probably like to know more about the costs, schedule, applicability, etc. and not through perusing the entire website, but in one navigable page, titled Concealed Weapons Permits. Graphics and Multimedia: Use your designers artistic ability to create graphics and multimedia that will help achieve the companys goals, by making the process of obtaining information about your products easier for the customer to understand and take action on. For example, create a preparation video for people attending High Altitude Warfare Tactics course, or demonstration videos of the products used in the field. The current video is creative and exciting, but the 80s style commentary does not fit. Additionally, make sure you are using the space well enough to allow for sufficient room for the text descriptions. Fonts: Increase the font size, and opt for a different layout, one that allows you to use a black font on a plain, contrasting background. Leave the cool graphics to the videos and pictures. Also, remember that the font acts to organize and categorize, so make sure alike fonts are related logically. Content layout and organization: Focus on making critical information readily available to the user, first prioritizing the content and ensuring that all content is categorized and grouped logically and intuitively. Reduce the size and space taken by the top stories app, to allow room for updates regarding training or course deadlines. Also, understand your clientele and make sure the content can be organized based on the user, possibly by offering a filter that verifies your affiliation and organizes and prioritizes information accordingly.

Accessibility: Bottom line is to make sure the site is compliant with Section 508 of the Rehabilitation Act. Regarding the 2011 Product Sheet, it would allow for more control over the password protected pdf by offering the content online, but only after a confidentiality agreement of sorts is agreed to. Currently, people will call, state their reason to access the file, obtain the password and have total control of its dispersal afterwards. Additionally, the Google Calendar serves its purpose on most networks, but some government firewalls restrict a lot of Googles products and may cause a client to not receive necessary information. Site Design Principles: Most importantly, find out what your users can do within the site, as opposed to finding the contact information and calling HQ, and provide them a means of doing that. This could be to complete start to finish registration of a training course, or ordering a bulk shipment of the C-IED training aides. It is also recommended that you approach the building of the site with performance over preference in mind. Meaning the content and how it is delivered and obtained is more important than the graphics, although for clarity, organization and ease of use, the site should still be aesthetically appealing. Purpose: It is my opinion, and those polled agree, that threatgroup.com should act to supplement TMGs products and provide additional services. In regards to training courses, they assumed there would be reporting instructions, course pre-requisites, registration opportunities, etc. Regarding physical products, they expected more detail regarding costs, availability, how-tos, etc. The purpose and functions of threatgroup.com should be strongly reevaluated to include the ability for customers and employees to conduct business within the site.

5. Conclusion
Overall, Threat Management Groups website, threatgroup.com does not meet the standards and guidelines for usability. Although, if the recommendations are taken into consideration and are later met or exceed, there is no doubt threatgroup.com can be an extremely intuitive, productive and usable website.

RESOURCES: Template for Report: http://usability.gov/templates/index.html Usability Guidelines: The Research-Based Web Design & Usability Guidelines Website for Report: Threat Management Group, http://threatgroup.com/