U.S. Government Agency (protected by NDA)
Improving the incident reporting experience for field agents with a focus on accessibility
Team
UX Designer (self); project manager, stakeholders, and business analysts
Figma, Google Slides, 508 Compliance Checker
Tools
Timeline
2 months
OVERVIEW
Role + Impact
I was a subcontractor on a team tasked with creating a proof of concept to help digitize the incident reporting experience. The ultimate business goal was to streamline this process for the field agents, reducing the incident submission time by creating a responsive solution on web, mobile, and tablet.
Problem Statement
Many of the target users are older (average age 68) who were potentially more prone to injury. Alleviating stress, shortening the length of time, and improving their incident reporting experience was of primary concern.
RESEARCH
METHOD #1 Stakeholder Interviews
Captured high value tasks and requirements from stakeholders and managers on the administrative persona.
Getting a firm grasp of key tasks for the administrators was a good first step. Since we did not have access to end-users, we had to get creative to dive into similar experiences for incident reporting, case management and claim systems.
Field Agents
Supervisors
Administrators
Responsible for keeping track of incidents as they progressed
Provided documentation as needed and communicated updates to field agents and supervisors
METHOD #2 Competitive Analysis
Unamo’s example of a tabbed page design.
Example of an expandable table design by Lalatendu Satpathy on uxdesign.cc
Looking into table designs that provide smart ways to organize large amounts of data was a key part of the research process. This information was beneficial for building solutions that were organized and easy to use for administrators.
IDEATION & DESIGN
OVERVIEW:
For this product multiple types of users needed to be able to input information. To meet this requirement we built two versions: one for self-reporting and one for reporting for someone else.
Wireframe Differences:
Self-Reporting
Reporting for Someone Else with key language changes circled in red.
Incident Dashboard Mockup V1:
Created the “incident dashboard” – designed an incident report table for the administrator persona using US Web Design standards and other best practices for table design
Constraint:
U.S. Web Design Standards needed to be followed for this project, including the table design. As shown above, the table was designed using the standards. Additionally, more information needed to be included for each incident. In order to meet the needs of administrators accessing incident information, we decided the best solution would be expandable and tabbed tables.
Incident Dashboard Mockup V2:
Creating the design in iterations was a very important step before we did some analysis and review to ensure they met the standards of 508 compliance and overall accessibility.
ACCESSIBILITY & 508 COMPLIANCE
OVERVIEW:
An integral part of making this design successful for field agents was making it accessible. Tests were run using Figma contrast and 508 compliance plug-ins. Below are examples of changes that needed to be made to meet 508 compliance standards.
OUTCOMES & LESSONS LEARNED
UX Outcomes:
After gathering research from stakeholders and looking at best practices for designing with large amounts of information, we were able to develop a desktop view that was easy to utilize for administrators.
Through running tests on contrast and 508 compliance we were able to discover errors that needed to be corrected to provide an accessible design that was easy to use for all users.
Lessons Learned:
Working on this project gave me the opportunity to work under U.S. Web Design Standards which was a new challenge. It required me to be creative while working within limits.
This project also pushed me by making me focus on multiple personas. Certain sections were designed for certain users, so I needed to adjust my thinking for each area.