See screenshots for some confusing interaction flows encountered by Lauren during the live demo session.

Rename Search tab to Searches to get users to see the search functionality as part of the portal data, not the portal itself (see Task 9 details below) (DONE) Fix icon/feedback for grid column sorting (DONE) Add more right-click links to the network tree--Support tab, Report a Problem form, Request Service form Fix look & feel of tree filter buttons so they do not resemble shortcut links Add default “No tickets” text to Dashboard ticket lists (see Task 9/User 4 note below) Explore the possi

Fix icon/feedback for grid column sorting Add more right-click links to the network tree--Support tab, Report a Problem form, Request Service form Fix look & feel of tree filter buttons so they do not resemble shortcut links Add default “No tickets” text to Dashboard ticket lists (see Task 9/User 4 note below) Explore the possibility of adding a Search Trouble Tickets link on the Trouble Tickets sub-tab

Add more right-click links to the network tree--Support tab, Report a Problem form, Request Service form Fix look & feel of tree filter buttons so they do not resemble shortcut links Add default “No tickets” text to Dashboard ticket lists (see Task 9/User 4 note below) Explore the possibility of adding a Search Trouble Tickets link on the Trouble Tickets sub-tab Revisit Dashboard iconography to see if there’s a better way of displaying status Even though business views was not part of this

Explore the possibility of adding a Search Trouble Tickets link on the Trouble Tickets sub-tab Revisit Dashboard iconography to see if there’s a better way of displaying status Even though business views was not part of this test, it came up several times in the context of reports and status. Add an interface for creating business views as soon as possible since it is clear that business views will greatly increase the portal functionality for all sets of users. Consider making the Dashboard

Expanded network tree manually, clicked on Austin (red); viewed ticket list but did not click for details; clicked on Home, read recent ticket list; correctly identified which sites were up, with and without problems as well as differentiating between fail and caution tickets. Result: Success. TOT: 95 seconds.

Give a high priority to re-implementing the legacy Inventory screen in order to eliminate confusing navigation Rename Search tab to Searches to get users to see the search functionality as part of the portal data, not the portal itself (see Task 9 details below) (DONE) Fix icon/feedback for grid column sorting (DONE) Add more right-click links to the network tree—Support tab, Report a Problem form, Request Service form Fix look & feel of tree filter buttons so they do not resemble shortcut l

Right-clicked on tree and looked at Reports menu; selected Dashboard, clicked WAN tab; read ticket list, confused about non-date order; went back to tree and right-clicked to Reports; ran WAN Availability, cancelled; went to Network Details; end. Result: Success with issues.Time on task (TOT): 325 seconds. Analysis: Since he'd never used a portal as part of his job, he was unclear on the purpose of the site and tended to click around randomly. He still judged correctly that the network was doi

Expanded network tree, clicked on red element; sent to Network Details, examined the list of open tickets, "Just Austin has problems, HQ is up with problems." Correct. Result: Success.TOT: 60 seconds

Clicked Home/Dashboard, viewed Combined tab; saw the Health icon but interpreted the arrow pointing to the current health level as the desired health level (opposite of design); commented that she wasn’t sure of the context of health, what was the definition, and that “infrastructure” meant “everything” to her regardless of tab context; after clicking to several other Dashboard tabs she noticed the health level arrow changing and corrected her interpretation, commented that the tickets listed in

Had already visited Reports so he went directly there and correctly selected the WAN Availability report.

User flow: Right-clicked on tree, selected Reports; sent to Reports; right-clicked on the WAN product icon in the Filters section; then used Reports menu to select WAN Availability report. Result: Success with issues.TOT: 125 seconds.Analysis: He assumed that he could select a particular network segment on to which to run the WAN report, but since the tree was hidden in Reports, he tried to click the WAN filter button. This was reinforced by being able to right-click on the tree—he thought he wa