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

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The problems

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.

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.

5

Reporting

Created expert reports and presentations to effectively communicate research findings and recommendations.

The 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

This journey of discovery starts by ………………………………………………………….

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.

Enchanted examples From selected projects

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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.

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02

A digital system is not necessarily digital

We 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 addressed issues like problematic information hierarchy, redundant content, and accessibility challenges.

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Interviews

During interviews with both candidates who underwent digital admission and the dedicated admission coordinators, we uncovered significant findings:

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.

Survey

Survey results affirmed the need for physical assistance in completing the digital process.

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Riding off into the Sunset

As we venture further into the user research journey, we value the significance of UX conventions and the understanding of human behavior. Simultaneously, we stay open to unexpected insights, recognizing the evolving nature of user preferences. This balance fuels our curiosity and enriches our UX journey, reinforcing the value of user testing at every turn.

Let’s talk

(+972) 52-362-1518

mayag86@gmail.com