A Usability Evaluation of a Website Focusing on Three Steps of the Conflict/Resolution Process for Union Members

Educational resources provided to employees at the time of need are referred to as “just in time learning.” “Just in time learning,” by way of an easily accessible website designed for the particular needs of workers within a labor union, may provide stability for that union. The Hawaii Hotel Union has developed a website designed to educate its members about the conflict/resolution process at a particular unionized hotel. This website is the first of its kind for the Hawaii Hotel Union. The purpose of this usability study is to investigate the ease of use and navigation of a website designed to provide union members at the Hawaii Beach Resort with information about how to utilize the three initial steps within their negotiated conflict/resolution process. This study utilized a cyclical design with three groups of participants, including Subject Matter Experts, union stewards, and people that have not been members of a union. Subject Matter Experts were chosen to evaluate content, stewards to compare prior knowledge, and non-union participants to represent new employees. The study design included surveys, field notes, and screen recordings sessions. The study design included four tasks for participants to complete within the parameters of the website.