Help Desk
By Larry Wood, guest Webmaster
Compass Points
I'm getting complaints that users are having a difficult time finding things on my site. What can I do to improve its navigation?
—Charlie
This is a classic issue that can be resolved by taking a user-centered approach. Too often a site is organized around corporate jargon and/or corporate structure, rather than according to user expectations.
Working directly with potential users, and using a technique called card sorting, you can solve both terminological and organizational difficulties. Begin by writing descriptions of your site's content areas on cards. Hand these descriptions to your users, asking them to name the areas described. Then write these area names on the backs of the cards. Next, ask the users to sort the cards into a specified number of piles (usually 6 to 10, depending on your site), and to give a meaningful name to each pile.
Obviously, you'll find individual differences, but with a sample of 8 to 10 users, consistent patterns will emerge. You can also do this in a group setting after people individually name and sort the site areas. Next, come to a consensus on the names through group discussion or negotiation. If your site is complex, you can iterate this procedure two or three times. The resultant site will have terminology and an organization that enables visitors, especially new ones, to navigate it much more easily. Additional ideas, and a list of tools that let you perform electronic "card sorts" can be found at:
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