Public Authority Services by Sourcewise successfully enrolls around 700 IHSS caregivers monthly in Santa Clara County, California, with thousands of potential caregivers using the website to find information about the program and understand how to complete all of the steps for enrollment.
Having a website that is easy to navigate is critical to the caregiver population, since many may be uncomfortable using digital devices and/or English may not be their first language.
Sourcewise enlisted me to conduct a usability audit of the caregiver enrollment website. I provided this service to the organization pro bono.
Services provided: UX Audit
My approach
I conducted an audit of the website using Jakob’s 10 Usability Heuristics as my usability evaluation criteria.
I navigated the site as a user would, documenting all my steps as screenshots in a Miro board.
I documented the usability issues I found and recommendations for solutions, along with a summary of my findings.
Results
I identified 10 usability issues, including the top opportunity to improve how information was presented to caregivers on the website, and recommended solutions to fix each of them.
What I delivered:
- A report of usability issues impacting the website and recommendations on how to fix them, prioritized by feasibility to implement.
- Visual documentation of the website’s user experience in a Miro board.
How you can achieve similar results
- Go through the registration or sign up process on your website as a new user would and make note of the places where you get stuck, frustrated, or confused.