Chapter 4 80 Table 4.2 Content, system, and service requirements based on the first and second interviews. Requirement Description Quote System Open navigation Present an open overview about the information structure and possible navigation strategies. “In terms of user experience, I would like to navigate through different pathways. That would be my most important requirement.” [P5] Starting scheme Provide both a starting point and a persistent reference point for maintaining an overview while navigating “I saw that overview at the beginning; I actually keep going back to it.” [P11] Specific information Provide direction down specific path allowing the user to switch quickly between generic and specific information “It feels like a nice step, you have two new categories within a category. So, you are talking about reach, and you can see for yourself which aspect of reach is important to me.” [P4] Visual elements Incorporate visual elements to enhance the overall appeal and user experience. “If you have different icons, this would be useful.” [P9] Concurrent presentation Present barriers and facilitators concurrently instead of sequentially to avoid dominance of one over the other. “… and indeed, what I just said, seeing a lot of barriers among each other is a deterrent, all those exclamation marks among each other.” [P6] Shorter separate pages Make use of more categories and shorter pages to improve the reader’s retention “You really don’t have to go down that much. I don’t like scrolling that much.” [P10] Content Comprehensible information Information should be clear and understandable, avoiding technical jargon “For the attitude part it was not directly clear for me that you were talking about the patient, till I started reading.” [P1] Scientific evidence Information should be backed-up by scientific evidence to improve its credibility “That I can trace back: Where does it come from? Where is it based on?” [P6] Realistic user representation Use realistic user representations to enhance empathy instead of relying on fictional quotes and examples “I would like to see real practical examples in case studies.” [P5] Abstract user information Accompany user related information with more abstract statements that are easier to interpret “My mind works better with more abstract or conceptual information than with examples.” [P4] Practical application Include practical guidance on how to implement the recommendations through concrete examples and practical tips “I would have expected more guidance, say I visit the website and want to adapt something, how should I do it?’’ [P2] Informal tone-ofvoice Use a personal and informal tone-of-voice to improve the persuasiveness of the content “It is very much written in policy language.” [P7]
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