Test and Measure

Even the best writers need a reality check. A clearly written document may be lacking key information. It may describe tasks in a confusing way. Its writer may be making assumptions about what customers know. That’s where usability testing comes in. Can the customer actually “use” the document or web page?

What’s usability testing?

Manufacturers test new products with customers before they are mass-produced. Will their customers be able to “use” them? Usability testing can work for a new document too. Can typical customers “use” it? Or do they get confused and make mistakes because of an error in the document’s design or wording? Find out how to design and conduct a test.

Usability Resources

• US Department of Health and Human Services Usability Website

• The User Edit Method for Evaluating the Usability of Documentation – Society for Technical Communication

• Usability in Web site and Software Design

• The Usability Methods Toolbox

How do we measure our success?

In Washington, we are committed to measuring the performance of our plain language projects. This means the planning must begin at the start of the project.  Can we measure time and cost savings? Reduced phone calls? Fewer errors on form? Can we measure a change in customer satisfaction through questionnaires or interviews with call center or front desk staffs?

Watch us build our list of performance measurement resources!

Get help from OFM measuring your project

• Brian Willett, brian.willett@ofm.wa.gov, 360-902-0527

• Jeffrey Showman, jeffrey.showman@ofm.wa.gov, 360-902-7536

Performance Measurement Resources

• Performance Measurement: Guidelines, Myths and Examples

• Sample Performance Measures