Amid the rapid digital transition spurred by the COVID-19 pandemic, our client launched a new website to enhance online service accessibility for Michigan residents. While this revamp aimed to improve user navigation, it introduced several usability challenges, particularly for mobile users. Our team's objective was to help the client identify redesign priorities through extensive user research and iterative design processes. The outcome of our efforts led to a 7% increase in user task efficiency by streamlining the user journey.

To comply with a non-disclosure agreement, confidential information has been omitted.

During this two-semester capstone project, I collaborated with a team of three members, including an additional designer, researcher, and project manager. My primary responsibilities included:

Image above: Project Timeline.

The client reorganized and expanded their website to provide a customer-centric experience, aiming to make information clear and easily accessible. However, user surveys revealed that certain aspects of the new site, especially on mobile devices, were confusing and unintuitive.

Notably, over 60% of users accessed the website via mobile devices, with significant representation from both younger and older demographics. Our research aimed to address the pain points highlighted by these user groups.

We selected unmoderated remote usability testing to capture real-time user experiences in natural settings, using UserTesting.com. This approach minimized biases and allowed us to observe genuine interactions with the website.

We analyzed 12 usability test recordings, identifying common challenges related to site navigation, homepage layout, and UI components. We implemented an issue identification system to prioritize usability issues based on their impact on task performance.

These data was captured on a Miro board, with sticky notes highlighting each portion of the test for each user.

Additionally, an issue identification system was created to note where they happened among the subpages, the task that the user was engaging in, as well as the frequency that the issue happens among the 12 participants.

A remote survey on Qualtrics gathered quantitative insights from 56 respondents. Key findings included:

We conducted eight interviews with office staff who interacted with the website daily. Insights revealed that while staff were familiar with the website, they faced challenges in helping users navigate it, particularly in identifying required documentation.

Based on research insights, we focused on addressing three core challenges in our design iterations:

I developed high-fidelity interactive prototypes, conducting usability tests with a mix of convenience samples and targeted users. Each iteration revealed opportunities for improvement, leading to more refined designs.

Image above: ketches and wireframes under iteration.

I developed usability testing on UserTesting.com, exploring the same four key research questions related to information accessibility, learning curves for new users, and overall performance compared to the original website.

Quantitative metrics, such as task completion time, error rates, and ease of information access, showed significant improvements with each iteration.

The final addressed the key pain points identified in the research phase, such as improving site navigation, clarifying information architecture, and enhancing the overall user flow. The prototype incorporated high-fidelity designs with an intuitive layout, accessible features, and a clear visual hierarchy, making it easier for users to complete tasks efficiently.
You're invited to experience the prototype at this link.

The redesigned website generated the following results:

The handoff meeting with the client was met with excellent feedback, reflecting the success of our collaborative efforts. It was an honor to contribute to a project that positively impacts millions of users daily.

Additionally, check out our project poster and UX Specifications.

Key takeaways for me from this project include:

This project reinforced the importance of user-centered research and iterative design in creating effective digital experiences. I gained valuable skills in prioritizing usability issues, applying design systems and accessibility standards, and using data-driven decision-making to guide the design process.

Working closely with the client highlighted the need for clear communication and collaboration, while the iterative process taught me the value of flexibility and continuous refinement. Overall, I learned to adapt to challenges, solve problems creatively, and deliver user-focused solutions that meet both client and user needs.