DHS Website Remodel

A UI/UX Case Study

This Case Study is focused on developing a solution for the outdated, scattered, and inconsistent design of current government websites, primarily focusing on redesigning the DHS Website as a template that all other federal and executive branches / services can mimic.

Introduction:

  • Exploring UI / UX enhancements of United States Websites, with an initial focus on DHS.gov

  • Addressing fragmented services through the Citizens Dashboard

    Streamlining processes and improving user experience

    Tailored alerts and notifications based on location

    Consolidation of primary user actions

  • Gov Websites current layout is vastly different from branch to branch, by creating a consistent layout the websites would feel more usable, like they are all given the same amount of attention, and make it easier for visitors to find the information they need.

    In the case of a required action for governmental bureaucracy, a Citizens Dashboard will make it easier for citizens to receive notices from the government, be alerted to what actions are required, and be provided all the resources necessary to accomplish that task in one place.

  • My task as the UX/UI Researcher and Designer was to ascertain problems with current Users experience while using local or federal government websites, develop a solution, and test the efficacy of the solution.

Problem Definition:

  • Inconsistent user experience across government websites

    Reporting a Tip / Crime process difficulties

    Navigational challenges in finding information and forms

  • Consolidating key actions into one platform

    Addressing reporting a crime pain point with drop-pin feature

    Simplifying site-map, user interactions and processes

Research:

  • Comparative Analysis of foreign Gov Websites ( Canada )

    Comparative Analysis of differences between US Gov Websites

    Remote moderated interviews & Surveys

    Unmoderated Remote User Tests

    8 User Responses to Screen Survey

    1 Participant arrived to Interview

  • Out of 8 Respondents, only 1 Participant followed through with the interview.

  • Inconsistent site architecture and UX of US .Gov Sites

    Canadian Gov sites have consistent Site Architecture & Branding across all Branches.

    Fragmented user flows across different government websites

“Standardization of templates would be extraordinarily beneficial.”
— Aspen
“The way you have to get to stuff at times.....you’re going 1520pages deep... then it’s like... ‘You have to call us’”
— Aspen

Ideation:

  • Referencing Canadian Government layout and design

    Comparative Analysis of US Government Websites

    Developing a Citizens Dashboard solution

  • Addressing pain points through consolidated actions

    Providing a centralized interface for user interactions

Prototyping:

Iteration based on Feedback

Sketches

Wire Frames

Low Fidelity Proto Types

Testing:

  • Challenges related to limited participants and timeframe to complete project hindered testing.

  • Conversational usability testing

    Feedback gathered from Colleagues & Friends

Visual Design:

  • Inspiration from Canadian government websites

    Consistent layout and neutral color palette

    each branch would retain its current branding

Final Prototype:

Results & Conclusions

Before

  • Improved user experience and streamlined interactions

  • Simplifying reporting a crime process and more

  • Enhancing usability, engagement, and satisfaction

    Upon further refinement of Interface, additional User Tests will take place

After

Lessons:

  • Importance of style guide

    User testing documentation

    Case Study framework needs refinement

  • Applying established lessons and methodologies to Future Projects

    Wire-framing and Lofi-Midfi Prototyping in Figma

    Utilizing components more effectively in Figma

    Seeking Research Participants sooner and sourced via more applicable outlets

Future Directions:

  • Addressing additional pain points and challenges.

    Site Architecture for other .gov site / branches

    Dashboard Tiles / Content

  • Applying lessons from case study to future design endeavors

  • Creating prototypes for other branches

    Refining dashboard functionality

    Identify User flows that need enhancement

Acknowledgments:

  • - Jason Daniel Lutz - UI / UX Designer / Researcher

    LinkedIn: Connect with Me

    Email: jason.lutz@du.edu

  • Input and feedback from UI/UX colleagues, research participants

    Thank You for your Insights and Feedback:

    8 Respondents, 1 Interview Participant

    and my to Colleagues:

    Cassandra

    Nicci

    Bryan

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