Information Clarity and Site Effectiveness
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.
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.
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.
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.
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.
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.
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.
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.
