UX Writing and Website Terminology Project
Client: Washington State Professional Educators Standards Board
The Client
Professional Educators Standards Board is the governing body responsible for policy and oversight of Washington State’s educator certifications
The PESB website serves as a crucial platform for educators, paraeducators, different types of aspiring educators, and various stakeholders in the field of education.
Project Scope
As my summer internship, I led a User Experience Terminology Research project evaluating user comprehension and recognition of specific terms used on the PESB website in order to make recommendations for it’s improvement.
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Evaluating the comprehension and recognition of specific terms used on the PESB website among users
Gaining valuable insights into the overall user experience of the website in order to make recommendations for it’s improvement
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Terms and Acronyms
Information Architecture
Content Presentation
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Website Analysis
User Survey, Round 1
User Interviews
User Survey, Round 2
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Glossary of Acronyms and Terminology
Clear definitions and language usage
Restructuring and presentation of content
Findability : Participants expressed frustration when trying to find specific information, especially information related to Paraeducators
Inconsistencies : There is no uniformity and terms are used in different contexts, similar terms are used interchangeably leading to a lack of clarity
Acronyms and Jargon : Use of acronyms and specific jargon without any definitions makes the text-heavy content of the website harder to understand
My Approach
User Survey, Round 1
In order to collect feedback about website usability issues users are currently facing, we chose to conduct a User Survey. Through the survey we could prioritize our roadmap and make data-driven decisions.
Purpose of Survey: This 20 Question User Survey, focused on how users interact with and comprehend the information on the PESB website.
User Demographics: 77 responses were received from the survey. Participants included educators, paraeducators, certificated staff and district administrators. The educational backgrounds of participants included graduate students, undergraduates, and high school graduate
Initial Findings
Narrowing Focus
Paraeducator focused research
Why focus on paraeducator related content?
Listening and Understanding Users: User feedback indicated that information related to Paraeducators had the highest concentration of terminology pain points
Further discussion with PESB revealed: Insufficient information available on the website about paraeducator certifications, the information available was difficult to navigate, especially if users are unfamiliar with this type of content, paraeducators themselves were unclear about terminology, the website lacked support resources for paraeducators
Result: Reduced use of website, paraeducators looking up acronyms, referring to different websites
“There are some parts that I disagree with and should be updated to be more relevant. Specifically, when it comes to becoming a para educator and your requirements.”
- Richard, Paraeducator
User Interviews
“Just make it clear and presentable on the website. If it's someone's first time, they should be able to understand what they're looking for.”
-Jennifer, Educator of 21 years
Findings
One on One user interviews served as the best method to gather qualitative feedback from our users- taking into consideration user demographics the nature of their jobs, age, level of comfort with technology, as well as factors like project timeline and cost-effectiveness.
Quotes from participants:
User Survey, Round 2 : Paraeducator Research Survey
This survey focused specifically on paraeducators real working experiences. It was important to the client to find out if the PESB website serves as an accurate resource that meets their needs, and how the information provided on the website affects their work.
38 responses were received from the survey. Respondents are all Paraeducators from diverse school districts, with and average of 25 years of professional experience. Their current positions fell into Teaching and Educational Support roles, with others being Administrative and Leadership roles, Library and Media Center role
We asked them 11 scenario based questions, ranging from professional, in- classroom situations to personal experience and they were encouraged to be as candid as possible.
Challenges with Acronyms and Technical Terms
Participants expressed difficulty in comprehending acronyms and technical terms and terms related to teaching methods or standards. This highlights the need for accessible explanations for such terms, especially for those not regularly encountered.
Inconsistencies in Terminology Usage
Contextual confusion was noted among certain participants, particularly when terms were used interchangeably or in different contexts. This highlights the importance of consistently using terms in a clear and precise manner to avoid misunderstandings.
Duplication and Nested Information
Regularly review and update content to eliminate redundancies.
Present information in a structured and concise manner, with links to more detailed resources when necessary.
1. Creating a Glossary Resource
Create a resource that explains the many acronyms used in the education field was identified as a Top Priority. It should include the long form for every commonly used acronym, its definition and use cases. It should also include definitions for industry jargon and specific terminology with different use cases. It would also be helpful to include commonly used alternatives or synonyms for terminology.
Actionable Insights
2. Cross- Platform Website Use
Many paraeducators work in a more hands-on capacity and it is important to structure content to be accessible and readable on any device
3. Content Restructuring and Organization
Present clear guidelines focused on the importance of paraeducator training and certification, correct implementation and practical information paraeducators need while pursuing certification. This information should be consolidated under Paraeducator resources and be easy for users to access.
Reflections
Learnings from a First-Time Project Manager
Clear Communication is Essential
Establishing open lines of communication with team members and stakeholders is crucial. Misunderstandings can lead to delays and misalignment of goals. Regular check-ins and updates help maintain clarity.Set Realistic Goals and Deadlines
Inexperience might lead to underestimating the time and resources required for completing tasks. It's vital to set achievable milestones and adjust timelines when necessary to avoid burnout and ensure quality work.Embrace Flexibility
Projects rarely go exactly as planned; being adaptable is key. Changes in scope, unforeseen challenges, or team dynamics can all impact progress. A flexible mindset allows for problem-solving and adjusting plans effectively.Prioritize Tasks
With a multitude of tasks to manage, prioritization is crucial. Using tools like the Eisenhower Matrix can help determine what is urgent and important, allowing for effective time management.Document Everything
Maintaining thorough documentation helps keep track of decisions, changes, and project history. This practice not only aids current team members but also provides valuable insights for future projects