“User Experiences of Spanish-Speaking Latinos with the Frontier Behavioral Health Website”
by Raquel L. Dean | Xchanges 14.1, Spring 2019
Literature Review
Technical Communication and Information Design across Cultures
Tufte (1990) claims that “principles of information design are universal—like mathematics—and are not tied to unique features of a particular language or culture” (10). Technical communicators must think more than just about the type of information they are going to place on a document, website, product, etc. As noted by Still and Crane (2017), “good user-centered design is not about giving users what they want or making decisions for them. Rather it is giving them enough control to understand and manage the system in multiple situations” (13). Not all users have the same, consistent, underlying needs, so research must be conducted in order to effectively deliver information to diverse audiences.
Moreover, translation and localization are the two main strategies that technical communicators use to address differences in language and rhetorical preference. Cronin (2001) defines localization as “taking a product that is already designed and adapting it to a local market” (13). Germaine-Madison (2009) stresses that localization goes beyond translating the language the document is written—there are other issues, such as how the readers will use the document, specific content, and stylistic issues that must also be considered.
Although limited research exists, it suggests that low-acculturated Latino adults prefer website features that are more relevant to the Latino culture (Singh et al. 2008). Culturally relevant features include providing information and customer support in Spanish, reflecting a viewpoint that demonstrates how the organization serves the Latino community, showing the value of family, and using clear navigation, color, graphics, and web support preferred by Latino web users.
St. Amant (2015) emphasizes the need to re-think technical communication by stating that: “Re-thinking research in terms of the technologies used and the contexts in which research takes place can provide new approaches to usability and lead to designs that better suit the needs of specific groups of users” (221). A study by Clayman and colleagues found that Hispanics comfortable speaking English were most likely to trust the Internet as a source of health information after healthcare providers, while those less comfortable speaking English exhibit different trust and media use patterns.
Cultural Approach to Usability Testing
The International Organization for Standardization (1998) defines usability as the “effectiveness, efficiency, and satisfaction with which a specified set of users can achieve a specified set of tasks in a particular environment” (Albers & Still, 2011). Usability, as defined by Nielsen, has five components (MEELS):
- Memorability: When users return to the design after a period of not using it, how easily can they reestablish proficiency?
- Errors: How many errors do users make, how severe are these errors, and how easily can they recover from the errors?
- Efficiency: Once users have learned the design, how quickly can they perform tasks?
- Learnability: How easy is it for users to accomplish basic tasks the first time they encounter the design?
- Satisfaction: How pleasant is it to use the design?
According to Still and Crane (2017), there are two types of usability testing: A/B Testing (Summative Testing) and Formative Testing. Formative testing emphasizes “testing multiple times during the design process, using a small number of representative users” (193). Think-aloud usability tests allow participants to act as real users and give insight into the mistakes they make and the doubts they have in the process (Hall, Jong, Steehouder, 2004).
By educating technical communicators on the importance of usability tests, we will be able to create more culturally sensitive information. The large-scope problem is that there continue to be disparities among Latinos accessing information regarding mental health services. Research shows that Latinos are not only more likely to have psychiatric disorders than their Caucasian and African American counterparts but they are less likely than other ethnic/racial groups to receive care.