Usability Testing
Case Studies
CASE STUDY: GlaxoSmithKline - measuring attitudes towards desktop
computers.
An
international survey was conducted for GlaxoSmithKline at their UK and
US Research & Development sites.
The survey assessed the success of a new desktop computing
environment in terms of improvements in productivity and user
attitudes. The survey formed part of a Business Benefits Realisation
Programme designed and implemented by Corporate Solutions.
User
satisfaction was assessed by structured telephone interviews.
Each month a sample of users in the US and UK were asked for
their ratings of the new system in terms of its reliability,
productivity and speed. The
results were compared against the ratings from a baseline sample of
users who had not received the new computing environment.
This allowed trends over a number of months to be monitored and
an assessment of whether users felt the new environment was an
improvement.
Quantitative
research into the productivity gains experienced by users was also
conducted, again in the UK and US. This research involved
observational sessions during which users interacted with their system
by performing a number of core business tasks. The time to complete
each task was recorded and user errors were analysed. The information
was used to identify training needs and provide user support
mechanisms such as electronically distributed “hints and tips”.
The
results of both the user satisfaction and user productivity analyses
were reported on the GlaxoSmithKline intranet and in monthly
management reports. These
reports were supplemented by further data regarding the reliability of
servers, the number of hours spent in training and the potential cost
savings offered by the new environment.
As
part of the Business Benefits Realisation programme Corporate
Solutions also prepared Action Plans and advised senior managers
regarding Change Management.
GlaxoSmithKline - measuring uptake and use of web-technology for knowledge management
A
telephone survey has been conducted for the Research & Development
(R&D) arm of GlaxoSmithKline. This survey of 500 Intranet and
Internet users across R&D sites in the UK and US produced a
baseline of current attitudes towards and use of the web as a research
and knowledge management tool. The survey addressed communication
styles, targeting of information, duplication of sources, and
searching tasks. The results of the survey were used to judge the
success of infrastructure and training activities to promote effective
use of the
web
and information sharing within and between groups. This survey will be
repeated twice annually.
The
results of the survey were published both as a paper based report and
as an interactive web-based report on the Corporate Intranet.
The report includes detailed analysis of the findings and
recommendations for accelerating the uptake of web technology within
the organisation.
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