Iteration 2
Based on the themes we saw during usability testing of Iteration 1, these were our focus areas for this iteration:
Improve flow for determining whether issue is about access request
What we saw:
The violation about requesting access to medical records had different criteria than the privacy violations, which made the question potentially confusing in the original flow. People weren't blocked by it, but most took a long time to read it, process it, and realize it didn't apply to them.
What we did:
- Distinguished between access and privacy violations (but treated them all as violations).
- Added examples of violations so people could relate violations to their situation more easily.
Improve communication of where you are in the process
What we saw:
Some noted that the step indicator didn't move. They may have either thought it wasn't working or wasn't helpful in communicating their progress.
What we did:
We removed the numbered heading part of the step indicator component for several reasons:
- We thought it was more important for the steps to indicate the overall process, not the particular question number you were on.
- Because it wasn't tracking question progress, it remained static, causing uncertainty.
- Because of the logic, it was possible to have a different total number of questions in the section, so we couldn't say X of X questions.
Increase plain-language usage and reduce jargon
What we saw:
Although everyone completed the task fairly easily, they ended up reading a lot of information and taking longer than they probably needed to. There was also some jargon that didn't need to be there.
What we did:
- Reworded questions and reorganized exit page content to be more clear and streamlined.
- Hid additional information and links that people could open and read only if they needed it.