Timeline:
Oct. 2023 - Nov. 2023
Role:
UX/UI Designer
Client:
Government Sector
The current arrangements for older Australians to nominate for support or represent themselves lacks clarity, leading to high engagement with the support centre. Our challenge was "how might we improve the understanding of the form process for both older Australians and their nominees?"
Solution
Key Outcomes
in understanding the new changes within the forms for older Australians
in understanding for nominees and their responsibilities as representatives
improvement in the usability and understanding of the form process
Goals
Understand experience risks
Gain insight of the experience risk for the minimal viable product
Identifying improvements
Understand where improvements can be made for a future release
Approach
Identifying the issues
Conceptualising and rapid prototying the user flows
Conducting Usability Testing
Our goals
Test participants ability to successfully complete key flows and scenarios
Identify potential roadblocks in the intuitiveness and usability of the flows
Metrics
Time on task
Success or failure rate
Number of confusions/errors
Interpretation of information
Stress responses
Thoughts and opinions
Test users' level of understanding regarding the change in the new process
Understand how language influences comprehension of the change
Metrics
Number of confusions
Percentage of users who seek clarification from interviewer (outside of the information provided in the interface)
Qualitative expressions (including mental modal expression) while exploring the page
Findings
Older Australians
Task
Round 1
Round 2
Support networks
33.3%
77.8%
Create relationships
50%
77.8%
Type of relationship
100%
100%
Type of support
53.3%
77.8%
Automatic cancellations message (read)
73.3%
66.7%
Automatic cancellations message (understood)
53.3%
100%
Providing details
53.3%
77.8%
Filling in form
53.3%
77.8%
Providing consent
53.3%
100%
Understand pending
33.3%
100%
Find bin
26.7%
77.8%
Accept
40%
55.6%
Nominees
Task
Round 1
Round 2
Support networks
61.1%
85.2%
Create relationships
77.8%
100%
Type of relationship
88.9%
92.6%
Type of support
83.3%
85.2%
Automatic cancellations message (read)
50%
66.7%
Automatic cancellations message (understood)
60%
59.3%
Person or organisation
83.3%
100%
Providing details
38.9%
81.5%
Filling in form
55.6%
100%
Information access
72.2%
92.6%
Providing consent
80%
88.9%
Understand pending
53.3%
63%
Find bin
40%
66.7%
Accept
100%
92.6%
Key Recommendations
Changing the name of sections, tiles, and buttons
Showcasing subtext under radio buttons to assist and provide explanations
Adding lines of text at the beginning of the form informing users of the requirements and details to complete the form
Implementing tooltips for checkboxes
Using consistent audience appropriate language
