Iteration 1

As part of discovery, we ran a baseline usability test with the current Complaint Portal Assistant, which is a screener intended to make sure that people are filling out the right complaint form for the right reasons. For the first iteration, the main question we sought to answer was how might we get people to the complaint form as soon as possible with the least amount of confusion?

Below are some of the features we built into this iteration, both as a tool to address the Complaint Portal Assistant use case and as a reusable template for similar complaint form screener applications.

Content:

• Simplified screener logic structure and pathing (yes/no)
• Improved question and answer wording
• Narrowed focus to one type of complaint (health information privacy)
• Incorporation of screener questions into larger complaint form process

Template:

• Data file for questions, including question text, answer text, and paths
• Layouts for home, question, exit, and success pages
• Radio button template
• Gov header and footer
• Step indicator component