Usability analysis and best/worst government websites

Small Business Adminstration (SBA.GOV)

So, I try to log into my account on SBA.GOV (U.S. Small Business Administration) Community of Practice website and, for some reason, my password doesn’t work. So, I ask for a new password and it sends me a link for my new password and warns me that it’s a one-time-only password.

Below is the [ugly-looking] email I received from SBA.gov:

In the email, it instructs me to change my password by selecting Change Your Password option from the Admin Console on the Home page of the Admin Tool. So, I click on the link and I get this page:

I’m looking around and I don’t see an obvious link called Admin Console or Admin Tool or Change Your Password. I do see a message instructing me to, “change your password,” which I circled in the image above. But, there is no obvious link.

If the contractors working on SBA.GOV had focused on usability and thought about this scenario a moment, they would have done a couple things. First, they would have made, “change your password,” a hyperlink to the Change Your Password option from the Admin Console on the Home page of the Admin Tool that they had referenced in the email. Second, they would have had a bold link called Admin Console or Admin Tool that would have been obvious and intuitive.

While I think that SBA.GOV could be one of the best government websites, if you look at it from the perspective of usability, I think it has to be at the top of my list for one of the worst government websites.