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Ministry of Transport (MOT)
Usability Testing of Transport & Travel Town Website
Ministry of Transport (MOT) owns and manages the Transport and Travel (TT) website, which is part of the eCitizen portal of the Singapore Government. The TT website was conceived to connect users to the right government service or information without needing to know which government agency handled it.
Identify gaps in the current website that could keep users from easily finding the right information or service quickly.
The MicroUsability team conducted and completed a focus group and usability tests on the TT website over 6 weeks to identify and resolve gaps in terms of missing information as well as conceptual and navigation problems.
From the study, the team recommended the following key areas for improvement:
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Have multiple pathways to reach the Transport & Travel (TT) Website |
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For example, the TT website pages failed to show up in major search engine queries. One cause for this is the HTML titles and relevant metadata of pages are not representative of the content on the page. |
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Clearly define the scope of search for the on-site search engine |
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For example, many users refrained from using the search engine because they mistakenly thought that it was the worldwide Google search engine, while they wanted to search only within the website. |
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Use intuitive images and links |
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For example, the images are not representative of content it represents, often misleading users. Also, links displayed on the TT website homepage did not reflect most frequently used content. |
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Increase links from external sources to the TT Website |
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For example, include services available on the TT website and their URLs on related webpages and printed collaterals like brochures, payment notices etc |
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Use menu headers that are mutually exclusive |
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For example, having 'Driving in Singapore' as a menu header is too broad and may include topics under 'Owning a car', another menu header. Also, the current labeling scheme does not include non-car topics e.g. motorcycles. |
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Labeling and linking issues |
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For example, all users thought that:
- "River Taxis" are for tourists;
- "Ferried to Offshore Islands" include ferries to Bintan and Batam; and
- "De-register a Car" is a rather technical term and identified better with "Scrap a Car" instead
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Improve the scan-ability of content pages |
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For example, many pages provide long text without any links, while others have text links embedded deep within passages of text. Users cannot easily scan the page to find the link and information they want. |
Over and above the mandatory deliverables, the team also created high-fidelity mock-up templates of the envisioned TT website and its internal pages. These mock-ups helped MOT immediately visualize the impact of our recommendations and the benefits they brought to users.
Usability Testing Report
6 weeks
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