Creating clarity and hope in confusion
Role
UX/UI Designer
Duration
3 months
Project
Team of 4
Tools
Figma

Atlas.ti

After Effects
Summary

The website can access a significant number of services.
Nourishing Hope offers a comprehensive range of services, including food assistance and mental health services, to needy individuals. It also provides access to groceries, volunteer opportunities, and social services, ensuring that we effectively meet our community's diverse needs.The website offers a significant number of services. We set out to find out how usable it is for the demographic. We conducted small audits and website assessments, including evaluating three important tasks. Conducting usability testing on the existing website, then present our findings.

Why do we care?
Support, of course. We can improve user experience so that there's less confusion and more successful interactions. Creating a seamless flow for users.
About
Research
Solution
Similar Projects
What is it?
The Nourishing Hope, is a non-profit organization that helps provide food services to people who are food insecure. The main parts of this topic is based on the main actions that happen on the website. This including volunteering, donations, and getting food.
Current website
These are images from the current website, from registering as a volunteer to donating money.
Let’s talk about it!
Evalutions
User testing
Data Analysis
Proposed Changes
What I learned?
Research: Is it easy to use?
We took a look.
Evalutions
Below is the small snippet of the larger heuristic evaluation.
  • The website speaks to their client base, has an overwhelming amount of text.
  • The site missed intuitive actions like undo and previous.
  • No error prevention was in place to prevent user errors from happening.
Below is a small snippet of the cognitive evaluation.
The feedback from the system, wasn’t insightful to the user. The tasks were simple to complete but hindered progression at certain points. The user flow or happy path wasn’t as smooth as it could be
User testing
We defined three critical business goals and translated them into tasks and services for users. 
These tasks were carefully designed to simulate real-world interactions and provide insights into users' experiences.
Task 1
Signing up as a new client for the food market.
Task 2
Registering as a volunteer.
Task 3
Making a $100 donation to support Nourishing Hope NGO. 
We decided to test the site with users
We wrote a usability plan involving the 3 tasks, business goals, protocols, and how to handle the testing. I kept a timeline and deadline sheet with the team.
Task 1
Signing up as a new client for the food market.
Task 2
Registering as a volunteer.
Task 3
Making a $100 donation to support Nourishing Hope NGO. 
Data Analysis
Participants' had varying success rates based on task difficulty and navigation clarity. Participants struggled to locate specific pages and forms, underscoring the need for a more intuitive navigation structure ‍Task 1 had the highest error rate (40%) due to confusion over navigation paths.
User interactions
Participants asked for clarification several times throughout the usability test, especially during Task 1. Participants often described the website as “confusing” or "ambiguous" which emphasizes the need for intuitive visual cues. Inconsistent loading positions led participants to miss crucial information, further fragmenting the user experience.
Design inconsistencies
Inconsistencies in design, such as color, size, shape, and placement, stood out as obstacles and impacted efficiency. Feedback showed that text-heavy pages overwhelmed participants. Some participants found design choices unappealing and mentioned the lack of differentiation between form elements.
Proposed Changes
⭐️6 Things⭐️
Streamlined navigation
Streamline the navigation by placing important elements, such as the new client registration form, prominently on the homepage (since it is a key service the organization provides users).
 

‍(Severity rating: 4)
Clear instructions and call-to-actions
Provide concise and clear registration and volunteer forms instructions on their respective web pages, and make these links/buttons stand out as calls-to-action. 
 

‍(Severity rating: 4)
Design inconsistencies
To prevent user confusion, maintain design consistency throughout the website, including spacing, font size, and color schemes.
‍

(Severity rating: 5)
Introduce a “Main Hub”
  • Volunteers and Clients can have a similar hub
  • Combine the “Online Market” and the standard registration
  • Allows all users to visit one location to determine their needs and how Nourishing Hope can help them.
New Goals
  • Test with more participants
  • Consider more usability testing to uncover more improvements
  • Card sorting for better information architecture
Other changes
  • It should be as easy, if not easier than donating
  • Highlight the genuine interactions (Social media, testimonials)
  • Increase trust with new visitors
Afterwards
I would conduct further research on the application and set up associations with beta-testing local groups. We should diversify the participant pool. Most of our participants were 35 years or older, which is what we had access to. We should consider implementing other forms of user research, such as first click or tree jack testing.
What I learned?
  • Target Audience
    Our target audience is essential, and we tried but couldn't find mothers who were first-time mothers. Improve strategies to find different types of audiences.
  • Timing
    It was a great move to do those sprints to quickly prototype with feedback from all team members to get it ready for parents we will do usability testing on.
  • More Clarity
    I learned to ask for more clarity in the interviews. This helped to get more insights for these interviews.
Other work
Creating an anticipated community that parents want
An Interactive parent platform with a strong emphasis on community and information sharing between parents and future parents.
Creating clarity and hope in confusion
Establishing ease of use for people who are food insecure. We conducted small audits and website assessments, while evaluating three critical tasks.
A Hair Love Story -Mielle
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