Usability Testing
Compliance UX
Content Clarity
Accessibility
Overview
REAL ID is a national initiative requiring citizens to verify identity for secure facility access and domestic air travel. DHS requested a usability evaluation of the online REAL ID information and application flow to identify friction points and improve user clarity.
I led a moderated usability study and delivered five high‑impact UX recommendations aimed at reducing user confusion, clarifying documentation requirements, and improving navigation flows.
High-Level Outcomes:
Identified 11 critical usability issues
Delivered 5 actionable UX improvements
Improved clarity around documentation preparation
Reduced common friction points that contribute to task abandonment
Industry
My Role
Organization
[Timeline]
Business Problem
DHS observed high user error rates and incomplete application attempts, leading to:
Increased support calls
Frequent in‑person rework at DMVs
Lower compliance with REAL ID requirements
Business Objective: Understand user frustrations with the microsite and find actionable solutions that would reduce user errors and process abandonment, which would improve compliance and reduce operational burden across state agencies.
Research Questions
Can users understand the documentation requirements?
Does the navigation structure guide users effectively through the process?
Which pages contain friction or confusion that hinder task completion?
How do first‑time applicants/site visitors interpret labels, page structure, and instructions?
Research Methods
Approach: Moderated usability testing + heuristic evaluation
Participants: 5 first-time REAL ID microsite visitors; Mercer Faculty & Family Relatives between the ages of 40-65.
Tools: Zoom
Tasks Observed:
Locating REAL ID information
Identifying required documents
Beginning the application process
Artifacts Produced:
Usability Test Plan
Moderation Script
Observation Notes
Severity Ratings
Recommendations Report
Formal Usability Report (for client)
Presentation (for client)
Figure 1: Script/tasklist for usability testing
UX Recommendations
1. Replace Technical Terminology with Plain Language
When applicable, replace jargon and technical terminology with plain language which will reduce misinterpretation of requirements and critical information.
2. Restructure the Document Requirements Page
Move critical content above the fold and break long text into scannable bullet points. This creates for better readability as well as lessens cognitive overload.
3. Add Step‑by‑Step Progress Indicators
A simple visual indicator reduces navigation anxiety and helps users understand where they are in the process.
4. Improve CTA Hierarchy and Language
Clear CTAs guide users toward the next correct action.
5. Provide Example Previews of Acceptable Documents
Thumbnail examples increase user confidence by clarifying what types of IDs qualify.
Impact
Expected improvements include:
User comprehension of required documents
Task success rates during application prep
Navigation clarity and user confidence
Overall reduction in support burden
Reflection
Key lessons from this case study include recognizing that:
Small language changes create large usability gains. Users consistently misunderstood technically accurate but unclear labels.
Predictability builds trust. Users navigating government interfaces rely on consistent patterns and clear next steps.
Research must lead to actionable design. Mapping insights directly to UI changes made the recommendations more impactful.
Future Opportunities/Areas of Improvement
There were a couple of limitations/areas of improvement that I identified during the study, as well potential suggestions for said limitations:
Limited time for usability testing
Suggestion: In retrospection, it would have been much more advantageous for each member of the team to conduct their own usability tests. This could increase the number of tests conducted and the amount of data collected.
Recruitment of Participants
Suggestion: In correlation with the limited amount of time that we had to conduct usability testing, our recruitment process was very sporadic, leaving us with very limited number of people to recruit. In the perfect scenario, I would implement the use of LinkedIn and UserTesting to broaden the search.
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