REAL ID Online Application — Usability Evaluation & UX Recommendations
REAL ID Online Application — Usability Evaluation & UX Recommendations
REAL ID Online Application — Usability Evaluation & UX Recommendations
Improved Mercer University’s Skelton Primo library interface by identifying usability barriers and recommending redesigns that reduced user abandonment.
Improved Mercer University’s Skelton Primo library interface by identifying usability barriers and recommending redesigns that reduced user abandonment.
Usability Testing
Higher Education
Search Experience
Search Experience
Interaction Design
Interaction Design
Academic Library UX
Academic Library UX
Role
UX/UI Researcher
Industry
Education
Duration
3 months
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
Overview
Skelton Library’s Primo interface is a central tool for students searching for articles, books, and digital resources. Despite being widely adopted across academic systems, the interface often presents usability challenges for novice users. A team of myself and two other team members conducted a usability study and proposed UX improvements to enhance discoverability, search clarity, and task efficiency.
High-Level Outcomes:
Identified top usability barriers related to search filters and terminology
Proposed IA and interaction design enhancements for clearer navigation
Improved student ability to complete common academic research tasks
Business Problem
Students frequently struggle with locating materials on the current Primo interface. This results in:
Inefficient research workflows
Overreliance on librarian assistance
Missed or overlooked resources
Business Objective: Enhance the search experience so students can independently and efficiently locate resources with minimal friction.
Research Questions
Can students locate and use advanced search features effectively?
Are filters, labels, and categories intuitive for academic research tasks?
Which parts of the interface cause hesitation or repeated errors?
Is the navigation structure aligned with students’ mental models?
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: Reduce user errors and process abandonment to 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 interpret labels, page structure, and instructions?
Industry
Government Service
My Role
UX/UI Researcher
Organization
U.S. Department of Homeland Security
[Timeline]
January 2021 - March 2021
Research Methods
Approach: Moderated usability testing and comparative analysis
Participants: 5 Faculty/Staff Members at Mercer University
Tasks Observed:
Searching for a known article
Using filters to narrow search results
Accessing full-text materials
Locating physical resources
Artifacts Produced:
Test Plan & Script
Observation Notes
Formal Usability Report (for client)
Presentation (for client)
Figure 1: Script/tasklist for usability testing
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
Attempting a test submission
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
Key Findings
A. Terminology Confusion
Participants struggled with technical labels such as “Proof of Identity” and “Primary vs. Secondary Documents.” Misinterpretations led to incorrect document selection or skipped requirements.
B. Navigation & Page Layout
Important steps were placed below the fold, making it difficult for users to know where to start. Users often scrolled past essential instructions.
C. Ineffective Visual Hierarchy
Dense text blocks and equal‑weighted elements made it hard for users to recognize the important next step.
Key Findings
A. Terminology Confusion
Participants struggled with technical labels such as “Proof of Identity” and “Primary vs. Secondary Documents.” Misinterpretations led to incorrect document selection or skipped requirements.
B. Navigation & Page Layout
Important steps were placed below the fold, making it difficult for users to know where to start. Users often scrolled past essential instructions.
C. Ineffective Visual Hierarchy
Dense text blocks and equal‑weighted elements made it hard for users to recognize the important next step.
Key Findings
A. Filter and Label Confusion
Users misunderstood filter terminology such as Availability, Resource Type, and Full Text Online.
B. Overloaded Search Results Page
The page hierarchy did not clearly distinguish primary actions from secondary ones, causing scanning fatigue.
C. Navigation Disconnects
Participants struggled to locate essential actions like saving, exporting, or accessing advanced options.
Figure 2: Examples of label issues that users encountered
UX Recommendations
1. Clarify Filter Terminology with Plain Language
Replace ambiguous labels with task-oriented language.
2. Introduce a Results Page Visual Hierarchy
Distinguish primary actions (download, open, view) from secondary ones.
3. Combine Related Filters
Grouping filters reduces cognitive load and scannability issues.
4. Improve Advanced Search Entry Points
Ensure advanced options are easy to locate and clearly signposted.
5. Add Quick-Start Guidance for New Users
Brief contextual tooltips or short guides support novice researchers.
UX Recommendations
1. Clarify Filter Terminology with Plain Language
Replace ambiguous labels with task-oriented language.
2. Introduce a Results Page Visual Hierarchy
Distinguish primary actions (download, open, view) from secondary ones.
3. Combine Related Filters
Grouping filters reduces cognitive load and scannability issues.
4. Improve Advanced Search Entry Points
Ensure advanced options are easy to locate and clearly signposted.
5. Add Quick-Start Guidance for New Users
Brief contextual tooltips or short guides support novice researchers.
Impact
Expected improvements include:
Increased search success rates
Reduced dependency on library staff for basic tasks
Faster discovery of relevant materials
More intuitive filtering and navigation for novice users
Reflection
Key lessons from this case study include recognizing that:
Academic platforms require balancing complexity with clarity.
Small changes to filter language dramatically improve usability.
Students benefit from guided search pathways when learning new systems.
Reflection
Key lessons from this case study include recognizing that:
Academic platforms require balancing complexity with clarity.
Small changes to filter language dramatically improve usability.
Students benefit from guided search pathways when learning new systems.
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.
Impact
Expected improvements include:
Increased search success rates
Reduced dependency on library staff for basic tasks
Faster discovery of relevant materials
More intuitive filtering and navigation for novice users
Reflection
Key lessons from this case study include recognizing that:
Academic platforms require balancing complexity with clarity.
Small changes to filter language dramatically improve usability.
Students benefit from guided search pathways when learning new systems.
Future Opportunities/Areas of Improvement
There were a few limitations/areas of improvement that I identified during the study, as well potential fixes 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.
Copyright © 2025 by Jeremiah Pulliam
Other Projects
Society of Technical Communication Website Redesign
Redesigned the Society for Technical Communication website, improving navigation, labeling, and homepage clarity through user research, personas, and iterative usability testing.
Skelton Primo Interface Usability Study
Improved Mercer University’s Skelton Primo library interface by identifying usability barriers and recommending redesigns that reduced user abandonment.
Society of Technical Communication Website Redesign
Redesigned the Society for Technical Communication website, improving navigation, labeling, and homepage clarity through user research, personas, and iterative usability testing.
Skelton Primo Interface Usability Study
Improved Mercer University’s Skelton Primo library interface by identifying usability barriers and recommending redesigns that reduced user abandonment.
Other Projects