Project management
Research
Uncovering Insights
User-Centric Research:
User-research unexpected findings
Take a glimpse into diverse user studies, such as: usability testing, interviews, surveys, and more. In this unusual project, I showcase some of my most surprising observations, providing insightful lessons in shaping government services.
The project was done as part of my work at UXpert
Project management
Research
Uncovering Insights
User-Centric Research:
User-research unexpected findings
Step into the world of user testing leadership and management for 'gov.il.' This journey describes the orchestration of diverse user studies, including usability testing, interviews, surveys, expert reports, and presentations. Join us as we unveil unforgettable insights gleaned from these studies, offering valuable lessons in shaping government services.
The project was done as part of my work at UXpert
THE TALE BEGINS
During the time I led and managed user testing for 'gov.il', I realized how the largest obstacles also allow for the largest opportunities for growth. Join me as I unveil unforgettable insights gleaned from these studies, offering valuable lessons in understanding users and their way of thinking.
THE TALE BEGINS
During the time I led and managed user testing for 'gov.il', I realized how the largest obstacles also allow for the largest opportunities for growth. Join me as I unveil unforgettable insights gleaned from these studies, offering valuable lessons in understanding users and their way of thinking.
The responsibilities
The responsibilities
1
Research Planning
Designed and executed a research plan, including usability testing, interviews, surveys, and expert evaluations.
1
Research Planning
Designed and executed a research plan, including usability testing, interviews, surveys, and expert evaluations.
2
Communication
Ensured clear and open communication with internal teams and external stakeholders.
2
Communication
Ensured clear and open communication with internal teams and external stakeholders.
3
Data Collection
Conducted user tests, interviews, and surveys to gather valuable insights.
3
Data Collection
Conducted user tests, interviews, and surveys to gather valuable insights.
4
Analysis
Applied rigorous methods to distill key insights from collected data.
4
Analysis
Applied rigorous methods to distill key insights from collected data.
5
Reporting
Created expert reports and presentations to effectively communicate research findings and recommendations.
5
Reporting
Created expert reports and presentations to effectively communicate research findings and recommendations.
Quest
The hypothesis
Through research and user testing, we aim to identify usability issues and pain points in the various services of gov.il.
Quest
The hypothesis
Through research and user testing, we aim to identify usability issues and pain points in the various services of gov.il.
Main principles
During my master's degree, one crucial lesson stood out: the significance of precise definitions and clarity in research.
It was essential for me to elucidate the definitions and goals of a project to all the parties involved.
Main principles
During my master's degree, one crucial lesson stood out: the significance of precise definitions and clarity in research.
It was essential for me to elucidate the definitions and goals of a project to all the parties involved.
Why? How? What?
Why? How? What?
Defining research goals (why)
Adapting research methods to the specific need (how)
Coordinating expectations for Handoff (what)
Uniting a language
& matching expectations
Development and cultivation of a shared language through communication, cooperation and coordination of expectations are essential keys for the success of the reasearch.
Uniting a language
& matching expectations
Development and cultivation of a shared language through communication, cooperation and coordination of expectations are essential keys for the success of the reasearch.
Enchanted examples From selected projects
The two examples presented highlight unexpected discoveries amidst the anticipated outcomes.
Enchanted examples From selected projects
The two examples presented highlight unexpected discoveries amidst the anticipated outcomes.
01
Unexpected Discoveries:
The Mystery of Mockup Images
As part of the quest to improve the state's new online service, where people can check their health coverage, we embarked on usability tests following an expert review. Our review had listed expected issues and challenges, which were confirmed during the tests. However, one finding left us astounded. We discovered that some older users mistook the desktop mockup image as an integral part of the system, and struggled as they tried to comprehend what was displayed on the small screen.
It was clear we needed to remove the images or, at the very least, change how they were used.
01
Unexpected Discoveries:
The Mystery of Mockup Images
As part of the quest to improve the state's new online service, where people can check their health coverage, we embarked on usability tests following an expert review. Our review had listed expected issues and challenges, which were confirmed during the tests. However, one finding left us astounded. We discovered that some older users mistook the desktop mockup image as an integral part of the system, and struggled as they tried to comprehend what was displayed on the small screen.
It was clear we needed to remove the images or, at the very least, change how they were used.
Tested site’s hero image
02
A digital system is
not
necessarily digital
My colleague and I tested the digital admission service for government office candidates, replacing the traditional physical kit. Our journey began with an expert review, followed by user interviews and surveys.
02
A digital system is
not
necessarily digital
My colleague and I tested the digital admission service for government office candidates, replacing the traditional physical kit. Our journey began with an expert review, followed by user interviews and surveys.
Expert review
We started by addressing common issues like problematic information hierarchy, redundant content, and accessibility which we assumed would create challenges for our users. As the comments piled up, it became clear that there was plenty of room for improvement in this experience.
Expert review
We started by addressing common issues like problematic information hierarchy, redundant content, and accessibility which we assumed would create challenges for our users. As the comments piled up, it became clear that there was plenty of room for improvement in this experience.
System’s screenshots
Interviews
Annotated as the expert review was, it was during interviews that we started realizing the scope and significances of our findings. Interviews were conducted with both candidates who underwent digital admission and admission coordinators.
Interviews
Annotated as the expert review was, it was during interviews that we started realizing the scope and significances of our findings. Interviews were conducted with both candidates who underwent digital admission and admission coordinators.
Employees
Most users favored the digital admission process, despite its challenges.
Users praised coordinators for their helpfulness, care, and patience.
Issues mainly revolved around file management and complex terminology.
Employees
Most users favored the digital admission process, despite its challenges.
Users praised coordinators for their helpfulness, care, and patience.
Issues mainly revolved around file management and complex terminology.
Admission coordinators
The digitization process presents persistent challenges.
Supporting digital applicants requires significant resources.
Coordinators struggle with managing multiple candidate forms and the lack of effective categorization.
Admission coordinators
The digitization process presents persistent challenges.
Supporting digital applicants requires significant resources.
Coordinators struggle with managing multiple candidate forms and the lack of effective categorization.
Survey
Survey results affirmed the need for physical assistance in completing the digital process, with only 12% of users reporting not needing any.
Survey
Survey results affirmed the need for physical assistance in completing the digital process, with only 12% of users reporting not needing any.
From survey results presentation
The summary
report
We discovered that simply transferring a process to a digital platform doesn't inherently make it digital. It requires thoughtful adjustments and refinements. This project highlighted the importance of adapting digital solutions to meet user needs effectively through recommendations of varying importance, as well as staying mindful of software and development limitations.
The summary
report
We discovered that simply transferring a process to a digital platform doesn't inherently make it digital. It requires thoughtful adjustments and refinements. This project highlighted the importance of adapting digital solutions to meet user needs effectively through recommendations of varying importance, as well as staying mindful of software and development limitations.
Riding off into the Sunset
As I venture further into the user research journey, I value the significance of UX conventions and the understanding of human behavior. Simultaneously, I stay open to unexpected insights, recognizing the evolving nature of user preferences. This balance fuels my curiosity and enriches the UX journey, reinforcing the importance of user testing at every turn.
Riding off into the Sunset
As I venture further into the user research journey, I value the significance of UX conventions and the understanding of human behavior. Simultaneously, I stay open to unexpected insights, recognizing the evolving nature of user preferences. This balance fuels my curiosity and enriches the UX journey, reinforcing the importance of user testing at every turn.
Let’s talk
mayag86@gmail.com