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USCIS
Real Freedom, Real Easier
Role
Team
Duration
Tools
UX Researcher, Visual Designer
Mauricio Gamez
1 month
Figma
Overview
The USCIS website renovation project aims to create a more user-friendly and accessible platform for immigrants seeking information and services. By simplifying navigation and providing direct access to resources, the project seeks to improve the overall experience for immigrants interacting with the USCIS.
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UX RESEARCH
Proto Persona
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Slow Reader
Struggling with too much USCIS information.
Not tech savvy
Ingrid, 37
Needs: Reach a representative, clear guidance, keep track of her immigration docs
Wants: Citizenship, Vote, Sponsor friends from Norway
Ingrid has now resided in California for the past five years and is looking to finally upgrade from being a US Perm resident to full US Citizenship. She is a slow reader so every time she navigates to websites, they keep things simple and easy to read, and without feeling overwhelmed. Also, the website she uses for USCIS has limited options for changing language to her native tongue.
Potential Solution: To modernize its online presence, USCIS is seeking to revamp its website with a design that emphasizes visual elements over text, enhancing user navigation. Additionally, a more accessible approach to asking needed question and finding the right documents for the user is also fundamental, both for desktop and mobile.
Heuristic Analysis
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Positive Aspects
Consistent colors and presentation for clear visibility.
Real-World Context: Social media links and chatbot.
Progress Saving: Retains user progress temporarily.
Negative Aspects
Only Spanish language can be used without external tools.
Overwhelming Text: Too much text, hindering user control.
Limited Online Appointment Making: Redirects users to phone calls.
Lack of Error Prevention: No back buttons, limited flexibility.
Bot redirects hinder appointment-making.
Aesthetic Consistency: Lack of coherent aesthetic.
Areas for Improvement
Reduce Text: Simplify language and streamline information.
Consolidate Tabs: Organize information into fewer, more manageable categories.
Enhance Online Appointment Making: Allow users to schedule appointments directly. Implement Back Buttons: Improve navigation and user control.
Improve Bot Functionality: Train Emma to be more helpful and less redirecting.
Enhance Aesthetic: Create a more cohesive and visually appealing design. By addressing these issues, the website can significantly improve its usability and user experience, making it more accessible and effective for its target audience.
User Test
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Note
Improve design for better accessibility, add checklist-style document for forms, provide text customization options, add language options, reduce processing times, and avoid using primarily white background colors.
DEFINITION
Question
How might the renovated USCIS website be more user-friendly without compromising functionality and user control?
Problem Statement
The USCIS website suffers from information overload, making it difficult for users to efficiently locate and access the specific information they need to navigate immigration processes.
Value Proposition
The renovated USCIS empowers immigrants and refugees with a streamlined, user-friendly platform. Enjoy personalized support from Angie, our AI assistant, easily manage your documents, and seamlessly switch languages – all without the hassle of phone calls or long wait times.
IDEATION
Card Sorting
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Test
1
Objective: To understand the user’s point of view on the redesign of the government website.
Method: Open Card Sorting
Observations
Lengthy and disorganized: The test was time-consuming due to its unstructured format, potentially influencing user responses.
Confusing layout: Users found the layout, particularly sections related to citizenship, to be clarified.
Inaccurate deductions: Users incorrectly inferred the existence of certain sections (forms, legal matters) based on the cards.
Miscellaneous section: Users noticed a need for a section to categorize miscellaneous content.
Personal Reflection: The conductor needs to make a more organized test and attempt a closed approach.
WAYS TO BECOME A CITIZEN
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FORMS/APPLICATIONS
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WEBSITE TABS
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AWARENESS
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CITIZENSHIP PROCESS
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LEGAL
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OTHER
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Test
2
Objective: To gain a different perspective on the user’s understanding of the website structure.
Method: Closed Card Sorting
Observations
Less confusing: Users found this method easier to understand than the open card sorting test.
Additional categories: Users added some legal matters to their sorting.
Omitted section: The seventh section/tab should have been included by users.
Prioritized categories: News, citizenship-related inquiries, and green card information were easily sorted due to their clarity. Better organization: Overall, this test was more organized than the first one.
Personal Reflection: The closed method is preferred as it provides interesting insights into how the user thinks about the topic.
TOPICS
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GREEN CARD
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CITIZENSHIP
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LAWS
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TOOLS
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NEWSROOM
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Test
3
Objective: To further understand the user’s perspective on the website structure.
Method: Open Card Sorting
Observations
Immigration emphasis: The tests consistently highlighted the importance of immigration-related content, which is the primary reason users visit the USCIS website.
Seventh tab removal: Based on user feedback, the seventh tab will be removed.
Grouping consistency: Most pages that were grouped in previous tests will remain in the source, demonstrating a strong user preference.
Minimal design: The redesign will emphasize a clean, minimal design.
Personal Reflection: Open card sorting offers a diversified way to see how the user would think to navigate the website. I think eight sections were overkill though.
VISITING
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EMPLOYMENT
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ACCOUNT & TECHNICAL SUPPORT
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CITIZENSHIP
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PETITIONS
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GROUPS
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ORGANIZATION INFORMATION
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LEGAL
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CONCLUSION
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The tests emphasized the immigration-related part of the site, which is the primary reason users visit the USCIS website.
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The seventh tab will be removed based on user feedback.
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Most pages that were distinctly grouped in these tests will remain faithful to the original source.
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The redesign will emphasize a minimal, clean design.
FINAL OUTCOME
IMMIGRATION
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FORMS
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MEDIA
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RESOURCES
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LAWS
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ABOUT
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STYLE TILE
PROTOTYPE
LOW FIDELITY PROTOTYPE: DESKTOP
LOW FIDELITY PROTOTYPE: MOBILE
LOW FIDELITY PROTOTYPE: MOBILE
HOME
Great news! The updated USCIS services site is here, keeping all the features you love. You can easily file and manage cases, plus find your nearest field office with the Event Board, making services more accessible than ever!
IMMIGRATION
We've made some improvements to our website to make it easier for aspiring US citizens to find what they need in a convenient way. We've combined the Citizenship and Green Card pages into one Immigration page, so you can say goodbye to content overload and hello to a one-stop-shop for all your needs!
FORMS
Awesome news! We've got you covered with super convenient page that provides quick and easy access to a variety of forms for different types of cases. And the best part? You'll have guaranteed access to the most popular forms that everyone is searching for. Plus, we've kept everything sourced from the original, so you can trust the quality and accuracy.
RESOURCES
Exciting news! Our brand new Resources page is now live! We've combined the best elements from our original Tools and Topics pages to create a one-stop-shop for all your needs. You'll find everything you need to navigate USCSIS policies, change your address, and avoid scams. Start exploring now!
MEDIA
We are thrilled to announce that our new Media page is here and it's better than ever! You can now easily access our latest news releases and exciting media content to consume. We've stayed true to the version while adding some amazing new features. Check it out now!
LAWS
Wow, you're in for a treat! Our website's pages have been adapted with utmost faithfulness to the original, so you can rest assured that you'll have access to the same legal information as before. How awesome is that?
ABOUT
Exciting news! Our brand new About page is now live and it's better than ever! We've adapted 'Topics' section from the old USCSIS and expanded it into the same categories, covering everything from Family matters to refugee and military sources. Plus, this is also the go-to place for anyone looking for career opportunities within the agency. Check it out now and see for yourself!
Language: New USCSIS now offers more languages than Spanish on a whim.
Mail: The user's personal inbox.
MyCases: Here users will be able to review their pending cases and make case appointments.
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Ask Angie: Angie, the AI chat bot, is available to answer any questions related to USCIS, similar to the original site's Emma. She can assist with scheduling appointments and help users connect with a representative promptly.
PROTOTYPE TESTING
Author: Mauricio Gamez
Test: USCIS Government Website
Objective: To observe the habits of users as they interact with the desktop and mobile versions of the new redesign. The goal is to asses the ease of navigation and legibility of the website.
Equipment: Any laptop that can run Zoom or Teams.
Purpose of Test: This initiative aims to optimize the USCIS website for frequent users by streamlining access to essential documents and information. Additionally, a comprehensive visual overhaul will be implemented to modernize the site's appearance.
Tasks:
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Have user test the desktop version of the redesigned USCIS website.
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Create scenarios that test them on the main navigation.
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Assign new set of tasks that test them on the mobile navigation.
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Gauge user feedback for the redesigned desktop.
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Direct user now to the redesigned mobile version.
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Gather user feedback for on mobile.
Responsibilities:
Me: To provide them with the prototypes and guide user should in case of any confusion that occurs during the test.
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Users: To navigate the renovated USCIS website both on desktop and mobile, to determine and provide feedback on their user experience.
Procedure:
Tester will ease user into the test by first asking some intro questions, while giving them an intro to the test and their responsibilities as test users.
Users will test the desktop version of USCIS. prototype.
Author will collect feedback for desktop.
Users will carry a different set of tasks as they switch to mobile prototype.
Author will collect feedback from user.
TEST NOTES
Difficulty reading text on the website due to low contrast or large font sizes.
Small or hard to read fonts that make content difficult to view.
The overall structure and organization of the desktop design.
The use of color, particularly a bold blue shade.
Annoyance from the navigation panel closing and needing to click the X button repeatedly.
Mobile design that need more work to be fully responsive and usable.
The content is organized into clear sections and subsections on the desktop sites.
Add a quick language toggle for English and Spanish on the immigration website.
Dyslexic readers struggle with small, inconsistent fonts and low color contrast.
Difficulty navigating and clicking links/buttons due to small size.
The visuals and graphics aided in understanding the site's sections.
The information appears helpful for site users.
Enhance the mobile experience with touch-friendly menus and readable text sizes.
Clicking areas that are not large enough or clear enough.
The desktop layout and information on each page were clear and well-structured.
FINAL DESIGNS
Landing
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Immigration
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Forms
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Resources
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Media
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Laws
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About
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My Cases
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Ask Angie / Language Setting
CONCLUSION
FINAL TAKEAWAY
I underestimated the complexity of recreating the USCIS website. Despite the components, I am content with how the basics, which are integral to this government organization, were maintained.
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