Access For All
Mia Johnson
Team
Timeline
January 2025 - Present
Role
UX Researcher
UX Designer
The Chicago Center for HIV Elimination needs a website that will update their branding while aligning with the University of Chicago’s branding. As well as having concise information that prevents information overload.
Problem
Goal
Create an interface redesign that aligns with branding guidelines of the organization and University of Chicago while providing an efficient and accessible experience for users.
Our team wanted to understand the challenges and incentives for using the CTA and how riders felt about the CTA. During this phase, we also performed a Heuristic Evaluation and Cognitive Walkthrough highlighting the positives and pain points of the CTA’s website.
Usability Evaluation
Cognitive Walkthrough
Created three scenario that went through the steps of finding key features of the CCHE website.
Schedule a HIV testing appointment
Making a donation to CCHE
Finding information about requesting Safe Use Kit & Narcan.
Result
It was discovered that it took too many clicks for clients. All three of these features needed more visibility on the website.
Heuristic Evaluation
Used Nielsen’s 10 heuristics to evaluate CCHE’s website.
Result
As for the Heuristic Evaluation, there were minor fixes that needed to be made for consistency. To streamline the appointment feature, we spotlighted the link to make an appointment in the hero of the landing page. This way it limited the time to find the link on the website.
The methods used to conduct the user research were user Personas, Site Maps, and Interview Protocol.
User Research
Interviews
Our team interview 8 CTA riders
CTA riders mainly use Google Maps, Apple Maps, or Ventra App for CTA trip routes
CTA riders felt safer on the CTA during the daytime
CTA riders wanted to see alternative routes for trips in the case of delays
User Personas
User Personas were utilized during this redesign to keep a connection and understanding with who the users of the website are. Including this, it was used to maximize empathy with Staff, Clients, Partners, and Donors. This way the Design Team could best understand their pain points and motivations.
Anthony Michael (Client)
Michelle Taylor (Donor)
Before starting the Usability Testing our team created a protocol with the five testing objectives. Each tasks were ranked by severity. Each of the following texting objectives were the most severe. The CTA Fares and Alerts were minor to no recommendations need.
Usability Testing
Quick Trip Planner
Pain Point
Users were confused about the meaning of the bullseye symbol and the meaning of it. As well as a lack of verification when picking a location. The biggest pain being a misunderstanding of what Google Map button does.
Final Recommendation
To solve the bullseye pain point, it would be best to remove it entirely. As for the verification, the solution would be to give the user some sort of verification they have entered the correct address. Maybe add a check mark symbol. Finally, to fix the misunderstanding of the Google Map button, make the title button “Get Directions” and put the position of the button higher up.
“I would rather just use Google Maps than go to the CTA website just to use Google Maps.”
Key Takeaways
Communication
From this project, my communication skills improved. I focused on checking on each team member. Through this I was able to empathize better with the each team memeber and with the users too.
Adaption
This project taught me how to be more adaptive to changes which is essential for interview facilitators. It showed me to welcome uncertainty.
Research
I have learned many skills in research from this project. I have developed my skill as a facilitator in a usability test. Another skill this project taught me is how important it is to understand the usefulness, effectiveness, efficiency, satisfaction, and accessibility of an interface.
Maddie Carson (Donor)
Lydia Hart (Staff)