DHS REAL ID Usability Study
Introduction
At the time of this project, the Department of Homeland Security (DHS) website contained the REAL ID microsite. This microsite provided individuals with all necessary information regarding implementation of the REAL ID Act and the plan of implementation. DHS, however, had received complaints on difficulty with using the microsite and the confusion of the site's information.
Methodology
DHS tasked our team with conducting a usability study of the REAL ID microsite to understand the pain points of the microsite and to provide potential recommendations for improvement of the microsite.
To conduct this study, our team utilized several different methods, which included the following:
Heuristic Evaluations - To conduct a review of the microsite before testing
Pre-Test Interview – To gauge a participant’s prior level of knowledge
Usability Testing (scenario + task) and Post-Task Questions – To test the usability of the microsite
Think-Aloud Protocol – To verbally communicate the user experience during testing for a greater understanding and context of data collected
Measurement of Task Completion Time – To assess efficiency of task completion
Post-Test Interview – To determine how useful the site was in informing a participant about the information.
Participants
The usability test for the Department of Homeland Security’s Real ID microsite included five participants between the ages of 40 and 65. All participants held college degrees and were either relatives of the research team or faculty members at Mercer University. The group represented a range of digital literacy levels: three participants identified as tech-savvy, while two described themselves as having limited comfort with technology. This mix allowed the team to evaluate how well the microsite supports both confident digital users and those who may struggle with online tasks—an important consideration for a government site intended to serve a broad, public-facing audience.
Heuristic Evaluation
Prior to usability testing, the team conducted a heuristic evaluation of the Real ID microsite using Nielsen and Molich’s 10 usability heuristics. This early assessment revealed several usability concerns that informed the development of task scenarios for later user testing. The most significant issues identified were:
Unclear Language and Terminology
The site uses formal or technical language that may confuse users unfamiliar with government processes. A plain-language introduction explaining Real ID would improve clarity for a general audience.
Navigation Challenges
The site lacks a clear “Home” button and uses multiple navigation bars, which confused users. Navigation paths were not always intuitive, and there were limited options for undoing actions or returning to the start.
Inconsistent Layout and Link Behavior
Design elements such as dropdown menus and link styles were not consistent across pages. External and internal links were not visually differentiated, making it hard for users to predict where links would take them.
Poor Visual Hierarchy
Key headings and calls to action lacked visual emphasis. Small font sizes and tight spacing made important content easy to overlook.
Limited Support for Frequent Users
The site offered no shortcuts or advanced features to help experienced users navigate more efficiently, making repeated use less efficient.
Lack of Feedback When Leaving the Site
Users were not alerted when navigating away from the microsite via external links, which could lead to confusion or disorientation.
Usability Testing
Findings
Throughout our study, we uncovered key insights into the usability of the REAL ID microsite. While our primary focus was identifying barriers to usability, we also noted several positive aspects worth highlighting. This section begins with top positive findings, followed by usability challenges grouped into three categories: functionality, navigation, and design.
Positive Findings
All participants described the site as professional and well-organized. In both usability testing and heuristic evaluations, the microsite received high marks for aesthetic and minimalist design. One participant summarized the site’s comprehensiveness by stating, “Everything I need to know seems to be here.”
Another notable strength was the site’s interactivity. While some interactive features were initially hard to locate, participants found them helpful and intuitive once discovered. Tools such as the “REAL ID Ready” questionnaire and visual state map enhanced engagement and supported users in understanding their eligibility and next steps.
Negative Finding #1: Navigation Issue
A major issue observed was inconsistent navigation—particularly on smaller screens. When users viewed the site in a non-maximized browser window, the navigation collapsed into a hamburger menu that offered limited, unclear options. This hindered access to key content.
Beyond that, participants found navigation confusing overall. Several struggled to locate information, especially on the Documentation page. Common feedback described the navigation as “too small,” “too cluttered,” and hard to follow. One participant noted the following:
“The biggest [improvement would be] just easier to navigate. As I was searching through the site, it was not the easiest.”
– Participant 3
Negative Finding #2: Design Challenges
While the site offers extensive content, users had difficulty filtering and locating relevant information. One participant described it as “too spread out,” and most found the number of clicks required to access basic information frustrating.
Key interactive tools, such as the questionnaire and state map, were largely overlooked—4 out of 5 participants didn’t notice them at the bottom of the homepage. This suggests that important features are not prominently placed.
Negative Finding #3: Information Clarity and Site Effectiveness
The site’s main goal—to inform users about REAL ID—was only partially met:
1 of 5 participants could confidently say if they were REAL ID compliant.
Only 3 of 5 could accurately define REAL ID after testing.
4 of 5 understood when and where REAL ID is required.
All participants gave different answers on how to obtain a REAL ID.
These results indicate gaps in content clarity and message consistency across the site.
Recommendations
Based on our findings, we propose the following five recommendations to improve the usability of the REAL ID microsite. Each suggestion addresses a specific pain point uncovered during testing.
1. Ensure Consistent Navigation Across All Views
Participants who used the site in a non-maximized browser window struggled with the condensed (hamburger) menu. Navigation options were inconsistent, and some links led users away from the microsite entirely. We recommend maintaining a consistent navigation structure across all screen sizes and ensuring drop-down menus are uniform across every page.
2. Add a Prominent “Home” Button
To further support navigation, we recommend adding a clearly visible “Home” button to the main menu. This would allow users to quickly return to the homepage without relying on backtracking or guessing.
3. Make Essential REAL ID Information Easily Accessible
Participants often found it difficult to locate key information. To reduce friction, we recommend adding a prominent section on the homepage that clearly answers the following common questions:
1. What is REAL ID?
2. Why is it important?
3. How do I obtain one?
4. When is the deadline?
5. What alternative forms of ID are accepted?
This would minimize the need for unnecessary clicks and improve clarity for all users.
4. Improve the Organization of the Documentation Page
Several users struggled to locate the PDF version of the REAL ID Act, even though it appeared near the top of the documentation page. The dense layout made it hard to scan. We recommend restructuring this page with clear categories or filters to help users quickly find relevant documents.
5. Add a Microsite-Specific Search Function
Currently, using the search bar redirects users to the main Department of Homeland Security site, making it difficult to find content specific to REAL ID. We recommend adding a search function that returns results exclusively from the REAL ID microsite to streamline navigation and reduce confusion.
Conclusion
Our usability evaluation of the Department of Homeland Security's REAL ID microsite revealed both strengths and areas in need of improvement. While participants consistently described the site as professional and visually clean—earning high marks for aesthetic design—they also encountered significant usability challenges related to navigation, information accessibility, and content clarity.
Through a combination of heuristic evaluation and scenario-based usability testing, we identified key pain points including inconsistent navigation behavior on smaller screens, missing visual cues (like a “Home” button), and buried or overly dispersed critical content. Most notably, users had difficulty understanding what REAL ID is, how to obtain one, and whether they were compliant—all core objectives of the site.
Based on these insights, we proposed five focused recommendations aimed at improving the site’s usability and effectiveness:
Standardize navigation across all screen sizes
Add a clear “Home” button
Make key REAL ID information prominent and accessible
Reorganize the documentation page for easier scanning
Implement a microsite-specific search bar
By addressing these issues, the REAL ID microsite can better fulfill its mission to inform and prepare the public, regardless of digital literacy or prior knowledge. These improvements would not only enhance usability but also support DHS's broader goals of compliance and user engagement.
