Department of Homeland Security REAL ID Usability Study

Overview

The Department of Homeland Security (DHS) manages the REAL ID microsite, which helps the public understand REAL ID requirements. DHS received feedback that users found the site confusing. Our team conducted a usability study to identify barriers to comprehension and propose solutions that would make the information clearer and easier to find.

Problem

The microsite contained a lot of important content but lacked clarity, structure, and consistency. Users were unsure how to find out if they were REAL ID compliant or what steps to take next.

Process

We began with a heuristic evaluation and then conducted a usability test with five participants between 40–65 years old.

Our methods included:

• Pre-test interviews to gauge familiarity

• Scenario-based usability tasks

• Think-Aloud Protocol to capture thought processes

• Post-test interviews for final feedback

Participants completed real-world tasks such as checking compliance, finding acceptable IDs, and locating official documents.