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What do you do if your Information Architecture is causing usability issues?

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When your website or app feels like a maze, it's likely due to issues with your Information Architecture (IA), which is the structural design of your information environment. IA aims to help users find information and complete tasks efficiently. If users are getting lost or frustrated, it's a sign that your IA isn't intuitive, and it's time to address the problem. Usability issues can lead to decreased satisfaction and engagement, impacting the success of your digital product. Therefore, understanding how to diagnose and fix IA problems is crucial for creating a positive user experience.

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Tonya Abna

UI/UX Leader
Tabata Polato

Founder at Acessa Saúde | Business Design Strategy

1 Identify Issues

To resolve usability issues stemming from your IA, start by identifying the problem areas. Conduct usability tests where you observe users navigating your site or app. Look for patterns where they seem confused or stuck. User feedback can also be invaluable; surveys and interviews can highlight where users are having trouble. Analyzing site metrics, like bounce rates and time on page, can offer clues as well. Once you've pinpointed the issues, you can begin to address them systematically.

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Tabata Polato

Founder at Acessa Saúde | Business Design Strategy
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é importante contar com os dados de acompanhamento, bem como se apoiar com ferramentas de mapa de calor para identificar os pontos frágeis da jornada. Você poderá identificar se o problema é de arquitetura de informa??o se: - existem retentativas em determinado step da jornada (como um comportamento de simula??o) - se o mapa de calor apresenta comportamentos n?o esperados como cliques mortos - se o topo do funil for muito maior que a base Esses e outros indicadores podem demonstrar qual é e onde está o problema dentro da sua jornada.

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2 Gather Feedback

After identifying problem areas, gather more detailed feedback. Engage with your users through surveys, interviews, and usability tests specifically focused on the problematic aspects of your IA. This feedback is critical as it will provide insights into why users are struggling and what they might need instead. Remember to ask open-ended questions that encourage users to elaborate on their experiences, which can lead to a deeper understanding of the issues at hand.

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Tabata Polato

Founder at Acessa Saúde | Business Design Strategy
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A coleta de feedback será relevante quando hipóteses n?o forem validadas com dados. Muitas das ferramentas de mapa de calor também apresentam as grava??es das jornadas que podem validar hipóteses. é relevante buscar o feedback qualitativo do usuário se ainda ficarem dúvidas de usabilidade, mas na grande maioria dos casos, os problemas mais graves aparecem nos indicadores, facilitando assim a tomada de decis?o sobre evolu??o de forma rápida e assertiva.

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3 Reassess Structure

With user feedback in hand, it's time to reassess your IA's structure. Examine your site's hierarchy, navigation, and labeling systems to ensure they align with user expectations and behaviors. Consider creating a new sitemap or revising the existing one to better reflect how users think about the information. Card sorting exercises with actual users can be particularly helpful in understanding how they categorize information, which can inform a more intuitive structure.

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4 Prototype Changes

Before implementing any changes, create prototypes of your revised IA. Prototyping allows you to test new structures without overhauling your entire system. Use wireframes or interactive models to simulate the new IA and conduct user tests to see if the changes improve usability. Pay close attention to how easily users can complete tasks and find information with the new design. Prototyping is an iterative process; be prepared to make several rounds of adjustments based on user feedback.

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5 Implement Solutions

Once your prototypes have been refined and user-tested, it's time to implement the solutions. Update your site or app with the new IA, making sure to maintain consistency across all pages and platforms. It's important to roll out changes in a way that won't disorient returning users. Consider using transitional guides or tooltips to help users adjust to the new structure. Monitor site metrics closely after implementation to ensure that the changes have a positive impact on usability.

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Tabata Polato

Founder at Acessa Saúde | Business Design Strategy
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Avalie a possibilidade de fazer teste A/B da solu??o proposta. Uma vez que a jornada já existe e está em produ??o, os problemas s?o mais fáceis de serem identificados. Os testes múltiplos ajudam a ter mais assertividade de qual arquitetura, CTAs ou variáveis convertem melhor sua jornada. Crie hipóteses, os protótipos e viabilize o teste. A partir de ent?o você terá certeza de qual padr?o de arquitetura será melhor e mais escalável para seus produtos, tipos de CTAs que você poderá explorar, cores, etc.

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6 Educate Users

Finally, educate your users on the changes to your IA. Create guides, blog posts, or even a video walkthrough explaining the new structure and how it benefits them. This is especially important if your changes are significant, as it helps prevent confusion and eases the transition for your users. User education is an often overlooked but vital step in ensuring that your IA improvements are effective and appreciated by those who use your site or app.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Tonya Abna

UI/UX Leader
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If your Information Architecture is causing usability issues, this should be the number one priority your team is addressing. If your IA is unusable, your entire app is unusable. It takes very little time for a user to assess that your application is incomprehensible or that your navigation isn't getting them to the information they need. Users are quick to abandon apps that have usability issues, and slow to ever bother returning. So if these usability issues are in production, drop everything and fix them immediately. Situations like this are the reason why it's important to do user testing early in the process, to identify usability issues and make sure that your Information Architecture is intuitive, well before it makes it to launch.

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What do you do if your Information Architecture is causing usability issues?

1

2

3

4

5

6

7

1 Identify Issues

2 Gather Feedback

3 Reassess Structure

4 Prototype Changes

5 Implement Solutions

6 Educate Users

7 Here’s what else to consider

Information Architecture

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What do you do if your Information Architecture is causing usability issues?

1

2

3

4

5

6

7

1 Identify Issues

2 Gather Feedback

3 Reassess Structure

4 Prototype Changes

5 Implement Solutions

6 Educate Users

7 Here’s what else to consider

Information Architecture

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