To know how to best improve WIC for users, we tried to think about the user path.
Applicants and recipients visit the current government WIC website with a timely need to learn what WIC can do for them, verify their eligibility, and find their local state agency or clinic. Their main goal is to learn more about the services WIC provides and make an initial appointment at a local agency to validate and begin receiving benefits they need.
The testing objective was to confirm that users are able to navigate key WIC information and workflows in order to learn about any challenges in the interface that might make these tasks more difficult for users. Essentially, I wanted to see what on the site works and what doesn't, for real users, not just what my speculations were.
Five subjects were tested on mobile devices, these were the challenges:
• The USDA Menu Bar continued to be a pain point for users and
consistently led them outside of the WIC sub-site
• The format of many buttons, particularly the “Am I Eligible” button, were
difficult to identify as they did not have a consistent “button” look
• Users found it difficult to find key information, such as what WIC is or how to determine your eligibility. These topics were often buried in
sub-pages among a large amount of other text
Some key commonalities observed from the card sort interviewees include:
• All users created a category based on the user types that are served by WIC
> emphasizes the need to create separate pages for each WIC user type
• The categories relating to services, policies, and information about WIC were often overloaded and challenging to separate
> speaks to the vast amount of information and lack of organization in the current site, much of which
is not particularly important for users falling in the applicants/recipients category
I was responsible for the Applicants and Eligibility pages in our high fidelity stage of the redesign. Visuals of the redesigned footer and the mobile version of the wireframes can also be found below.
Five subjects were tested on desktop devices, and all five individuals were comfortably able to complete the tasks asked of them. Here is some of their direct feedback to the high fidelity prototype:
“The process of getting to the important resources is easy and simple. The USDA should definitely use this!”
“I really like that there are women of color. I also like that there’s a photo of a dad because as a volunteer who used to refer people to WIC and help them apply, men can also apply for their kids. The steps and the buttons make this way easier than what some of the state websites have right now.”
“I thought the design was very minimalist and the soft colors made me feel at ease.”