The document analyzes the user experience of Oregon's unemployment application system and identifies several areas for improvement. It finds that the system provides little guidance to users, allows for easy data loss, lacks consistency and clear error messages. This creates undue stress and risk of users not being able to complete the important process of applying for unemployment benefits. The analysis recommends frontloading key information, adding the ability to save progress, using consistent design, providing in-context help and fixing issues that cause data loss and errors.
How To Drive Data Driven Change In A Legacy OrganizationJovi Pinon
LexisNexis was a pioneer in digitization of legal and journalistic documents, but it has not been a very data-driven organization. In this presentation I discuss how the Product Analytics team is pushing data-driven change in our organization. Being a legacy company, most product decisions were made based on the product owners’ experience or sales' understanding of what our customers want. Now we are taking a more evidence-based approach. I am going to share my experience of how we collaborate with the User Experience team to create customer centric product enhancements. This talk will give you an idea on how to understand the “What” and “Why” of customer problems and come up with solutions based on behavioral analytics and user experience data. Along with the success story this presentation will also highlight the constraints, intermediate failures, and lessons learnt.
Knowledge Graphs are Worthless, Knowledge Graph Use Cases are PricelessEnterprise Knowledge
At Knowledge Graph Forum 2022, Lulit Tesfaye and Sara Nash, Senior Consultant discuss the importance of establishing valuable and actionable use cases for knowledge graph efforts. The discussion draws on lessons learned from several knowledge graph development efforts to define how to diagnose a bad use case and outlined their impact on initiatives - including strained relationships with stakeholders, time spent reworking priorities, and team turnover. They also share guidance on how to navigate these scenarios and provide a checklist to assess a strong use case.
Understanding Your Audiences | UX ResearchCourtney Clark
Learn about the importance of user experience (UX) and understanding your audiences! We will focus on how to understand what your users want and how they want it, and how to design and build tools and apps that actually get used.
You’ll learn:
- The importance of understanding your audiences
- What we need to know about your audiences to serve them well
- What UX research and tactics you can use at any project stage
How To Drive Data Driven Change In A Legacy OrganizationJovi Pinon
LexisNexis was a pioneer in digitization of legal and journalistic documents, but it has not been a very data-driven organization. In this presentation I discuss how the Product Analytics team is pushing data-driven change in our organization. Being a legacy company, most product decisions were made based on the product owners’ experience or sales' understanding of what our customers want. Now we are taking a more evidence-based approach. I am going to share my experience of how we collaborate with the User Experience team to create customer centric product enhancements. This talk will give you an idea on how to understand the “What” and “Why” of customer problems and come up with solutions based on behavioral analytics and user experience data. Along with the success story this presentation will also highlight the constraints, intermediate failures, and lessons learnt.
Knowledge Graphs are Worthless, Knowledge Graph Use Cases are PricelessEnterprise Knowledge
At Knowledge Graph Forum 2022, Lulit Tesfaye and Sara Nash, Senior Consultant discuss the importance of establishing valuable and actionable use cases for knowledge graph efforts. The discussion draws on lessons learned from several knowledge graph development efforts to define how to diagnose a bad use case and outlined their impact on initiatives - including strained relationships with stakeholders, time spent reworking priorities, and team turnover. They also share guidance on how to navigate these scenarios and provide a checklist to assess a strong use case.
Understanding Your Audiences | UX ResearchCourtney Clark
Learn about the importance of user experience (UX) and understanding your audiences! We will focus on how to understand what your users want and how they want it, and how to design and build tools and apps that actually get used.
You’ll learn:
- The importance of understanding your audiences
- What we need to know about your audiences to serve them well
- What UX research and tactics you can use at any project stage
Title: How Do You Know if Your Project Is Any Good?
Presented at All Things Open 2022
Presented by Avi Press & Emily Omier
Abstract: Are you, like many maintainers, struggling to get good data about who is actually using your project, how they are using it and why they downloaded it in the first place? Do you know how many users the project has, and whether those users even like it? Do you know what other technologies they use, what kinds of applications or workloads they use your project for or even what exactly they like (or dislike) about your project? In this talk, Avi Press will discuss ways to get quantitative data to get insights into who is using your project and what they are doing with it, and Emily Omier will talk about how to gather qualitative data on your project’s value and triggers that inspired adoption. Together, they’ll talk about how to use these two types of data to make better decisions about your outreach efforts, project roadmap and ultimate goals for the project.
Managing stakeholder relationships: The key to successful product featuresAndy Mura
WATCH THE REPLAY OF THE WEBINAR HERE: https://www.userlane.com/webinars/managing-stakeholder-relationships-the-key-to-successful-product-features
As a product owner, not only are you required to know the ins and outs of your own product but you are also expected to strategically manage internal and external factors that can influence your product vision.
This is why flawless cross departmental collaboration among stakeholders is paramount to develop successful product features and to productively manage your tasks as a product manager.
Expert Product Manager Megan Bubley shows how you can:
Properly manage stakeholders and deliver winning features
Utilize organizational relationship management to support your product roadmap
Prioritize feature requests based on business objectives
Fine-tune critical communications across various departments
Align on metrics and develop realistic timelines
TechSoup Connect Texas: Creating a Tech Stack Built Around QBOTechSoup
TechSoup Connect Texas Chapter's November 1, 2021 event.
https://events.techsoup.org/events/details/techsoup-techsoup-connect-texas-chapter-presents-creating-a-tech-stack-built-around-qbo/
Join us for an insightful discussion and helpful suggestions about building a tech stack around QuickBooks with Tristan Pierce of Advisors for Change. As noted on Tristan's website, his work, "develops individuals, teams, and organizations to strengthen their financial engagement and understanding to produce more transparent, accurate, timely, and useful information for management and external reporting purposes."
#NPTechClubATX is managed by a group of committed Central Texas volunteers, free of charge as a public service. We invite people of all backgrounds and skill levels. Meetings are free and open to all. We deeply appreciate our 2021 partners, TechSoup Connect (formerly NetSquared); NTEN: Nonprofit Technology Network; and Capital Factory
Top 10 Tips for Smart Software Selection Success Before the SearchWebLink International
Do you dread using your current software? Does it lack key features, integrations and reports that you need to successfully run your organization?
Learn about when it's time to start looking for new software, and how to conduct a successful search.
You will learn:
• How to identify the signs that it's time to make a switch.
• The importance to understanding the foundation you have now, and how to build on it for the future.
• What to ask members, and how their needs should have an influence on your software selection.
• Top questions to ask vendors, and what's even more imporant than the technology itself.
Presented at the NAFSA Region III 2015 conference by:
Tracy Kaan, University of North Texas
Sarah Ku, University of Texas at Dallas
Stefan Johnsson, University of Houston
Emilie Gordon, University of Oklahoma
Join current institutional users of different SEVIS batching software for an in-depth panel discussion about how they utilize these programs to make SEVIS reporting and other office functions more accurate and efficient. Both the advantages and limitations of these programs will be explored.
Presented at the NAFSA Region III 2015 conference by:
Tracy Kaan, University of North Texas
Sarah Ku, University of Texas at Dallas
Stefan Johnsson, University of Houston
Emilie Gordon, University of Oklahoma
Current institutional users of different SEVIS batching software discuss how they utilize these programs to make SEVIS reporting and other office functions more accurate and efficient.
Management Information System UX Case studyAchin Gupta
We got the requirement for re-designing the Management Information System for our organization as many employees was facing the problem in the system related to usability and interaction of the system with users.
We initiate with different research methods like Heuristic evaluation, Interviews, Surveys, Competitive analysis to find out the problem objectives of the system and from those objectives, we started working on the improvements of User Experience, System Interaction and User Interface to make User-Centric Design.
We also did the usability testing on the final design and made some iterations from the users' feedback.
To find out the problem objectives we need to empathise with the users to get to know what they are feeling while using the current system. For that we categorised our research into two
parts - Primary Research and Secondary Research.
In Primary Research, We anaylised the users by taking interviews, prepared questionnaires, Direct observation and Heuristic Evaluation of the present design which helps us to find out the bottle neck areas of the system.
From Secondary Research, We were able to analyse the challenges faced by different types of users and the what are the technological challenges are there which affecting the tasks
performed by users in the system.
How to Run a Data Driven Product Dev Organization by Skedulo CPMProduct School
In this presentation, learn about where to start in the data & analytics journey or, if you’re already on this journey, tips on making it more successful so your good product can become great with data & analytics.
Main takeaways:
-The vast majority of Product Managers don't have the knowledge or direct experience using data to inform development
-Learn how companies evolve from an idea in a garage to data juggernauts
-Understand the data tools available to Product Managers and how to adapt your organization to use them
Understanding the basic stuff of user experience design in an application. Create user flow and wireframing 1 on 1 start from understanding the why we need the wireframe, what exactly wireframe and user flow it is, And how to create and implement n digital product design such as application mobile or website.
Interactive workshop: how to capture and visualize business process (NYBPP Me...Samuel Chin, PMP, CSM
It's easy to get caught up in the day-to-day of what we’re doing at work. But is our routine as efficient as it could be? Is our business or business unit running efficiently? Buzzwords like “optimize” and “streamline” make their way around offices today. However, before we can do anything to change our current workflows, we must understand what’s already in place.
In this interactive workshop, we discussed how to capture and visualize process with senior members of the Cavi team! In this meetup, we went through the Cavi framework for visualizing process information. We understood what process really is, how to simplify it, and how to capture it on paper. Participants had a chance to ask questions and practice drawing some process maps (pen and paper provided). And we ended up the session with review and editing of our work.
Presentation on using workflow to implement a highly used ECM system.
Provides a step-by-step outline how to understand user needs through marketing techniques such as user journeys and persona building.
Introduces the concept that ECM is an organically growing system rather than an architected software solution.
E-commerce Application Development Company.pdfHornet Dynamics
Your business can reach new heights with our assistance as we design solutions that are specifically appropriate for your goals and vision. Our eCommerce application solutions can digitally coordinate all retail operations processes to meet the demands of the marketplace while maintaining business continuity.
Title: How Do You Know if Your Project Is Any Good?
Presented at All Things Open 2022
Presented by Avi Press & Emily Omier
Abstract: Are you, like many maintainers, struggling to get good data about who is actually using your project, how they are using it and why they downloaded it in the first place? Do you know how many users the project has, and whether those users even like it? Do you know what other technologies they use, what kinds of applications or workloads they use your project for or even what exactly they like (or dislike) about your project? In this talk, Avi Press will discuss ways to get quantitative data to get insights into who is using your project and what they are doing with it, and Emily Omier will talk about how to gather qualitative data on your project’s value and triggers that inspired adoption. Together, they’ll talk about how to use these two types of data to make better decisions about your outreach efforts, project roadmap and ultimate goals for the project.
Managing stakeholder relationships: The key to successful product featuresAndy Mura
WATCH THE REPLAY OF THE WEBINAR HERE: https://www.userlane.com/webinars/managing-stakeholder-relationships-the-key-to-successful-product-features
As a product owner, not only are you required to know the ins and outs of your own product but you are also expected to strategically manage internal and external factors that can influence your product vision.
This is why flawless cross departmental collaboration among stakeholders is paramount to develop successful product features and to productively manage your tasks as a product manager.
Expert Product Manager Megan Bubley shows how you can:
Properly manage stakeholders and deliver winning features
Utilize organizational relationship management to support your product roadmap
Prioritize feature requests based on business objectives
Fine-tune critical communications across various departments
Align on metrics and develop realistic timelines
TechSoup Connect Texas: Creating a Tech Stack Built Around QBOTechSoup
TechSoup Connect Texas Chapter's November 1, 2021 event.
https://events.techsoup.org/events/details/techsoup-techsoup-connect-texas-chapter-presents-creating-a-tech-stack-built-around-qbo/
Join us for an insightful discussion and helpful suggestions about building a tech stack around QuickBooks with Tristan Pierce of Advisors for Change. As noted on Tristan's website, his work, "develops individuals, teams, and organizations to strengthen their financial engagement and understanding to produce more transparent, accurate, timely, and useful information for management and external reporting purposes."
#NPTechClubATX is managed by a group of committed Central Texas volunteers, free of charge as a public service. We invite people of all backgrounds and skill levels. Meetings are free and open to all. We deeply appreciate our 2021 partners, TechSoup Connect (formerly NetSquared); NTEN: Nonprofit Technology Network; and Capital Factory
Top 10 Tips for Smart Software Selection Success Before the SearchWebLink International
Do you dread using your current software? Does it lack key features, integrations and reports that you need to successfully run your organization?
Learn about when it's time to start looking for new software, and how to conduct a successful search.
You will learn:
• How to identify the signs that it's time to make a switch.
• The importance to understanding the foundation you have now, and how to build on it for the future.
• What to ask members, and how their needs should have an influence on your software selection.
• Top questions to ask vendors, and what's even more imporant than the technology itself.
Presented at the NAFSA Region III 2015 conference by:
Tracy Kaan, University of North Texas
Sarah Ku, University of Texas at Dallas
Stefan Johnsson, University of Houston
Emilie Gordon, University of Oklahoma
Join current institutional users of different SEVIS batching software for an in-depth panel discussion about how they utilize these programs to make SEVIS reporting and other office functions more accurate and efficient. Both the advantages and limitations of these programs will be explored.
Presented at the NAFSA Region III 2015 conference by:
Tracy Kaan, University of North Texas
Sarah Ku, University of Texas at Dallas
Stefan Johnsson, University of Houston
Emilie Gordon, University of Oklahoma
Current institutional users of different SEVIS batching software discuss how they utilize these programs to make SEVIS reporting and other office functions more accurate and efficient.
Management Information System UX Case studyAchin Gupta
We got the requirement for re-designing the Management Information System for our organization as many employees was facing the problem in the system related to usability and interaction of the system with users.
We initiate with different research methods like Heuristic evaluation, Interviews, Surveys, Competitive analysis to find out the problem objectives of the system and from those objectives, we started working on the improvements of User Experience, System Interaction and User Interface to make User-Centric Design.
We also did the usability testing on the final design and made some iterations from the users' feedback.
To find out the problem objectives we need to empathise with the users to get to know what they are feeling while using the current system. For that we categorised our research into two
parts - Primary Research and Secondary Research.
In Primary Research, We anaylised the users by taking interviews, prepared questionnaires, Direct observation and Heuristic Evaluation of the present design which helps us to find out the bottle neck areas of the system.
From Secondary Research, We were able to analyse the challenges faced by different types of users and the what are the technological challenges are there which affecting the tasks
performed by users in the system.
How to Run a Data Driven Product Dev Organization by Skedulo CPMProduct School
In this presentation, learn about where to start in the data & analytics journey or, if you’re already on this journey, tips on making it more successful so your good product can become great with data & analytics.
Main takeaways:
-The vast majority of Product Managers don't have the knowledge or direct experience using data to inform development
-Learn how companies evolve from an idea in a garage to data juggernauts
-Understand the data tools available to Product Managers and how to adapt your organization to use them
Understanding the basic stuff of user experience design in an application. Create user flow and wireframing 1 on 1 start from understanding the why we need the wireframe, what exactly wireframe and user flow it is, And how to create and implement n digital product design such as application mobile or website.
Interactive workshop: how to capture and visualize business process (NYBPP Me...Samuel Chin, PMP, CSM
It's easy to get caught up in the day-to-day of what we’re doing at work. But is our routine as efficient as it could be? Is our business or business unit running efficiently? Buzzwords like “optimize” and “streamline” make their way around offices today. However, before we can do anything to change our current workflows, we must understand what’s already in place.
In this interactive workshop, we discussed how to capture and visualize process with senior members of the Cavi team! In this meetup, we went through the Cavi framework for visualizing process information. We understood what process really is, how to simplify it, and how to capture it on paper. Participants had a chance to ask questions and practice drawing some process maps (pen and paper provided). And we ended up the session with review and editing of our work.
Presentation on using workflow to implement a highly used ECM system.
Provides a step-by-step outline how to understand user needs through marketing techniques such as user journeys and persona building.
Introduces the concept that ECM is an organically growing system rather than an architected software solution.
Similar to Heuristic Analysis of Oregon Unemployment Application (20)
E-commerce Application Development Company.pdfHornet Dynamics
Your business can reach new heights with our assistance as we design solutions that are specifically appropriate for your goals and vision. Our eCommerce application solutions can digitally coordinate all retail operations processes to meet the demands of the marketplace while maintaining business continuity.
In 2015, I used to write extensions for Joomla, WordPress, phpBB3, etc and I ...Juraj Vysvader
In 2015, I used to write extensions for Joomla, WordPress, phpBB3, etc and I didn't get rich from it but it did have 63K downloads (powered possible tens of thousands of websites).
Essentials of Automations: The Art of Triggers and Actions in FMESafe Software
In this second installment of our Essentials of Automations webinar series, we’ll explore the landscape of triggers and actions, guiding you through the nuances of authoring and adapting workspaces for seamless automations. Gain an understanding of the full spectrum of triggers and actions available in FME, empowering you to enhance your workspaces for efficient automation.
We’ll kick things off by showcasing the most commonly used event-based triggers, introducing you to various automation workflows like manual triggers, schedules, directory watchers, and more. Plus, see how these elements play out in real scenarios.
Whether you’re tweaking your current setup or building from the ground up, this session will arm you with the tools and insights needed to transform your FME usage into a powerhouse of productivity. Join us to discover effective strategies that simplify complex processes, enhancing your productivity and transforming your data management practices with FME. Let’s turn complexity into clarity and make your workspaces work wonders!
Software Engineering, Software Consulting, Tech Lead, Spring Boot, Spring Cloud, Spring Core, Spring JDBC, Spring Transaction, Spring MVC, OpenShift Cloud Platform, Kafka, REST, SOAP, LLD & HLD.
Code reviews are vital for ensuring good code quality. They serve as one of our last lines of defense against bugs and subpar code reaching production.
Yet, they often turn into annoying tasks riddled with frustration, hostility, unclear feedback and lack of standards. How can we improve this crucial process?
In this session we will cover:
- The Art of Effective Code Reviews
- Streamlining the Review Process
- Elevating Reviews with Automated Tools
By the end of this presentation, you'll have the knowledge on how to organize and improve your code review proces
Check out the webinar slides to learn more about how XfilesPro transforms Salesforce document management by leveraging its world-class applications. For more details, please connect with sales@xfilespro.com
If you want to watch the on-demand webinar, please click here: https://www.xfilespro.com/webinars/salesforce-document-management-2-0-smarter-faster-better/
Navigating the Metaverse: A Journey into Virtual Evolution"Donna Lenk
Join us for an exploration of the Metaverse's evolution, where innovation meets imagination. Discover new dimensions of virtual events, engage with thought-provoking discussions, and witness the transformative power of digital realms."
Quarkus Hidden and Forbidden ExtensionsMax Andersen
Quarkus has a vast extension ecosystem and is known for its subsonic and subatomic feature set. Some of these features are not as well known, and some extensions are less talked about, but that does not make them less interesting - quite the opposite.
Come join this talk to see some tips and tricks for using Quarkus and some of the lesser known features, extensions and development techniques.
Top Features to Include in Your Winzo Clone App for Business Growth (4).pptxrickgrimesss22
Discover the essential features to incorporate in your Winzo clone app to boost business growth, enhance user engagement, and drive revenue. Learn how to create a compelling gaming experience that stands out in the competitive market.
Utilocate offers a comprehensive solution for locate ticket management by automating and streamlining the entire process. By integrating with Geospatial Information Systems (GIS), it provides accurate mapping and visualization of utility locations, enhancing decision-making and reducing the risk of errors. The system's advanced data analytics tools help identify trends, predict potential issues, and optimize resource allocation, making the locate ticket management process smarter and more efficient. Additionally, automated ticket management ensures consistency and reduces human error, while real-time notifications keep all relevant personnel informed and ready to respond promptly.
The system's ability to streamline workflows and automate ticket routing significantly reduces the time taken to process each ticket, making the process faster and more efficient. Mobile access allows field technicians to update ticket information on the go, ensuring that the latest information is always available and accelerating the locate process. Overall, Utilocate not only enhances the efficiency and accuracy of locate ticket management but also improves safety by minimizing the risk of utility damage through precise and timely locates.
Enhancing Research Orchestration Capabilities at ORNL.pdfGlobus
Cross-facility research orchestration comes with ever-changing constraints regarding the availability and suitability of various compute and data resources. In short, a flexible data and processing fabric is needed to enable the dynamic redirection of data and compute tasks throughout the lifecycle of an experiment. In this talk, we illustrate how we easily leveraged Globus services to instrument the ACE research testbed at the Oak Ridge Leadership Computing Facility with flexible data and task orchestration capabilities.
Climate Science Flows: Enabling Petabyte-Scale Climate Analysis with the Eart...Globus
The Earth System Grid Federation (ESGF) is a global network of data servers that archives and distributes the planet’s largest collection of Earth system model output for thousands of climate and environmental scientists worldwide. Many of these petabyte-scale data archives are located in proximity to large high-performance computing (HPC) or cloud computing resources, but the primary workflow for data users consists of transferring data, and applying computations on a different system. As a part of the ESGF 2.0 US project (funded by the United States Department of Energy Office of Science), we developed pre-defined data workflows, which can be run on-demand, capable of applying many data reduction and data analysis to the large ESGF data archives, transferring only the resultant analysis (ex. visualizations, smaller data files). In this talk, we will showcase a few of these workflows, highlighting how Globus Flows can be used for petabyte-scale climate analysis.
Enterprise Resource Planning System includes various modules that reduce any business's workload. Additionally, it organizes the workflows, which drives towards enhancing productivity. Here are a detailed explanation of the ERP modules. Going through the points will help you understand how the software is changing the work dynamics.
To know more details here: https://blogs.nyggs.com/nyggs/enterprise-resource-planning-erp-system-modules/
Unleash Unlimited Potential with One-Time Purchase
BoxLang is more than just a language; it's a community. By choosing a Visionary License, you're not just investing in your success, you're actively contributing to the ongoing development and support of BoxLang.
Innovating Inference - Remote Triggering of Large Language Models on HPC Clus...Globus
Large Language Models (LLMs) are currently the center of attention in the tech world, particularly for their potential to advance research. In this presentation, we'll explore a straightforward and effective method for quickly initiating inference runs on supercomputers using the vLLM tool with Globus Compute, specifically on the Polaris system at ALCF. We'll begin by briefly discussing the popularity and applications of LLMs in various fields. Following this, we will introduce the vLLM tool, and explain how it integrates with Globus Compute to efficiently manage LLM operations on Polaris. Attendees will learn the practical aspects of setting up and remotely triggering LLMs from local machines, focusing on ease of use and efficiency. This talk is ideal for researchers and practitioners looking to leverage the power of LLMs in their work, offering a clear guide to harnessing supercomputing resources for quick and effective LLM inference.
Providing Globus Services to Users of JASMIN for Environmental Data AnalysisGlobus
JASMIN is the UK’s high-performance data analysis platform for environmental science, operated by STFC on behalf of the UK Natural Environment Research Council (NERC). In addition to its role in hosting the CEDA Archive (NERC’s long-term repository for climate, atmospheric science & Earth observation data in the UK), JASMIN provides a collaborative platform to a community of around 2,000 scientists in the UK and beyond, providing nearly 400 environmental science projects with working space, compute resources and tools to facilitate their work. High-performance data transfer into and out of JASMIN has always been a key feature, with many scientists bringing model outputs from supercomputers elsewhere in the UK, to analyse against observational or other model data in the CEDA Archive. A growing number of JASMIN users are now realising the benefits of using the Globus service to provide reliable and efficient data movement and other tasks in this and other contexts. Further use cases involve long-distance (intercontinental) transfers to and from JASMIN, and collecting results from a mobile atmospheric radar system, pushing data to JASMIN via a lightweight Globus deployment. We provide details of how Globus fits into our current infrastructure, our experience of the recent migration to GCSv5.4, and of our interest in developing use of the wider ecosystem of Globus services for the benefit of our user community.
Understanding Nidhi Software Pricing: A Quick Guide 🌟
Choosing the right software is vital for Nidhi companies to streamline operations. Our latest presentation covers Nidhi software pricing, key factors, costs, and negotiation tips.
📊 What You’ll Learn:
Key factors influencing Nidhi software price
Understanding the true cost beyond the initial price
Tips for negotiating the best deal
Affordable and customizable pricing options with Vector Nidhi Software
🔗 Learn more at: www.vectornidhisoftware.com/software-for-nidhi-company/
#NidhiSoftwarePrice #NidhiSoftware #VectorNidhi
2. Need Statement
As of March 2020, applying for unemployment became a user experience
shared by millions of Americans.
In some situations, users may find themselves struggling with outdated
and unclear UIs that impose undue burden during this high-stakes task.
This case study from Oregon is a case in point.
State governments should incorporate UX research to make sure that
critical access to benefits are accessible by citizens at all educational and
ability levels. They should present information clearly, reduce cognitive
load, and prevent data loss.
3. System Status Visibility
● No initial mental map of steps involved
● No cues about where the user is in this
long process.
● Conflicting and threatening warnings
about time-outs
● References to specific days of the week
may add to confusion
● Provide a clear mental map of the steps
● Provide temporal orientation
○ How long will the process take?
○ How long do users have before
they are timed out?
● Provide progress bar or other visual
indicator of system status
OpportunitiesChallenges
POOR
4. Confusing messages about time-outs and order of operations
So is it 10
minutes or 30
minutes?
Why would I
cancel before I’ve
even begun the
application?
5. Confusing messages about days of the week
Sunday of which week?
What if I lost my job
two weeks ago?
What if today is
Friday? Do I call today
or next week?
6. Match Between System and Real World
● Announced as an “online” process, but
there is no signal that a critical step
involves receiving a Customer ID by mail.
What if I don’t have a current address?
● No information in the mailed form about
where to re-engage in the online process
of setting up payment
● Instructions (on where to call for help)
appear without links or phone numbers.
● Orient users to all steps, online and
offline
● Create bridges between online and
offline parts of the process
● Provide links and phone numbers for all
offices and call centers
OpportunitiesChallenges
POOR
7. Lack of links to real world resources
Here it says to call a local WorkSource office. Below it
says local offices are not handling claims. Are these
the same thing? Do I really need to know this? I’m
confused!
8. User Control and Freedom
● No data is saved until the final
submission, forcing a single high-stakes
session with a high probability of redo
● Use of browser back function will end
the session and lose all data
● Currently a few pages have an edit
ability, but low trust makes this them
risky proposition
● Over use of scare warnings create
anxiety rather than security
● Develop a back-end solution to save
sessions so that users are not in danger
of losing data
● Allow users to return, edit, and review
data
● Create clear ways to navigate in and out
of the application and payment set-up
process
OpportunitiesChallenges
POOR
9. Little control or freedom
Gah! This process sounds stressful.
What if I make a mistake? Do I have to
start over?
10. Consistency and Standards
● Low consistency in
○ design patterns
○ information hierarchy
○ warning messages
○ headings
● Information not introduced in logical
sequence
● Key terms are not defined
● Use a consistent design pattern that uses
information hierarchy and color to
express importance, reducing reliance
on scare warnings
● Introduce and reinforce information
where the user needs it
● Offer in-context definitions of important
terms
OpportunitiesChallenges
POOR
11. Use standards such as having buttons become active when ready
Am I really finished? This button
doesn’t give me any clues.
12. Define key terms
What does processed mean? Does that
happen online? Offline? How/will I know
when it’s done?
13. Error Prevention
● System currently presents ample
opportunities for errors that lead to
having to re-enter data
● Active “cancel transaction” and inactive
“continue” button mean users have to
actively overcome the stronger call to
action
● Little in-context help raises risk of error
from users exiting to find help
OpportunitiesChallenges
POOR
● Frontload clear information about the
process
● Save session data and allow editing and
review
● Use conventional button design
● Provide in-context help
15. Recognition Rather than Recall
● Users have to remember which centers
can be called for help (confusing
information at the beginning) since links
are not always present
● Users are told not to “go back” except in
a few situation, creating tension between
recall and functionality
● Offer consistent, intuitive functionality so
that users don’t have to remember what
is ok to do and not do in the system
OpportunitiesChallenges
POOR
16. Need for recall
This info appears before I start the
claim, but not while I’m doing it. I don’t
remember where to go for help. I’m
also likely to have questions during the
process.
This link appears before I
start but not during the
application.
17. Flexibility and Efficiency of Use
● Little flexibility in the timeline for
inputting data
● Saving sessions will allow greater
flexibility
OpportunitiesChallenges
POOR
18. Aesthetic and Minimalist Design
● Use of single font size is minimalist but
not aesthetic or functional, resulting in
over-reliance of “scare tactics” rather
than information hierarchy
● Use of multiple patterns for attention
grabbing adds to cognitive burden
● Inconsistent use of background pattern
doesn’t add to visual clarity
● Extreme visual density reduces legibility
● Very small font size and tiny form fields
add to visual strain and reduce
accessibility
● Use information hierarchy to
communicate importance
● Reduce visual density. Where dense text
is necessary, increase white space
● Increase font size and form fields
OpportunitiesChallenges
POOR
22. Recognize and Fix Errors
● Because the form doesn’t save data,
users have few chances to fix errors until
after submission
● Conflicting messages about error
correction result in low system trust
● One error message doesn’t map to
actual form fields, making it difficult to
correct error
● Allow users to review data prior to
submission
OpportunitiesChallenges
POOR
23. Conflicting messages about error correction create
low system trust
Here I am told I can’t
go back and fix
anything
But these two forms
suggest I can. I’m too
scared of losing all my
data to try these
options.
24. Help Documentation
● Information is not introduced where it’s
needed
● In-context help appears in relation to
seemingly random items, rather than in
relation to high-need items
● Lacks links to help documentation
● Missing links to “real world” help
● Introduce information when and where
it is needed
● Provide in-context help where it is most
needed
● Provide clear and consistent links to help
documentation
● Provide links to “real world” help clear
throughout
OpportunitiesChallenges
POOR
26. Initial Recommendations
● Provide back-end solution to save sessions once users have
entered their social security number, pin, and security
questions. Forcing a single session may result in high rates
of start-over and possible difficulty accessing benefits.
● Create a clear mental map for users of the entire workflow,
including online and offline components
● Use best practices in information hierarchy to provide clear
information and reduce reliance on “scare warnings”
● Use clear, consistent design patterns to reduce visual and
cognitive burden
27. Initial Recommendations
● Introduce information where it’s needed
● Online and offline components of the process should refer to each
other and set clear expectations of next steps and timelines
● Provide meaningful in-context help to reduce reliance on external
help documentation, as well as providing links to all external
documentation referenced
● Inline error validation should help users fix errors
● Use 508-compliant designs