Do Good Be Good - 2023
SUS score indicating high user satisfaction
NPS score calculated during beta testing feedback
During Winter 2022, Do Good Be Good engaged my services, assembling a dedicated team comprising 3 designers and 2 researchers, for a collaborative project spanning 2 months. As a B2B organization committed to empowering Americorps Alumni and Leaders, they extend a range of services including workshops, webinars, a podcast, a blog, and personalized counseling. However, their operational efficiency was hindered by an overwhelming influx of meetings centered around fundamental Segal Education Award information.
Our principal objective centered on the design of a user-friendly desktop platform, intended to simplify intricate content linked to the Segal Education Award while augmenting user comprehension. Simultaneously, the platform serves as a centralized hub, effectively guiding alumni towards the most pertinent external links and web resources. Through the attainment of these objectives, our overarching goal was to elevate the user experience and deliver a comprehensive solution tailored to Americorps alumni in search of information and resources pertaining to their educational ventures.
We conducted a comprehensive survey among an Americorps alumni network, receiving responses from 40 participants. Additionally, we conducted in-depth interviews with 4 alumni to gather firsthand experiences and valuable insights.
These insights guided our redesign strategy, focusing on a web redesign instead of a mobile app. Our approach includes engaging presentation, bite-sized content, and curated external links. The user journey map identifies pain points and opportunities to enhance alumni's understanding of their education award benefits.
In a prior sprint, designs for a mobile app were made aimed at facilitating the learning process for alumni to understand their Education Award. However, after conducting interviews and conducting preliminary research, we came to the firm belief that pursuing the app concept may not be the optimal choice for the business.
Firstly, alumni expressed a clear preference for accessing detailed information and performing tax-related tasks on a desktop website rather than on their mobile devices. Secondly, considering that a mobile app would likely see limited usage by users, it appeared to be a less cost-effective approach.
The user journey begins on a dedicated start page, providing easy navigation to sections covering loan repayment, higher education usage, and award transfer to dependents. This well-structured approach ensures that alumni can easily access the information they need, while circumventing information they don’t.
We introduced a captivating "road map" concept, utilizing visual metaphors to empower users in navigating their Education Award options. Our aim was to infuse a sense of excitement and adventure into the experience, deviating from the mundane tone often associated with tax-related tasks.
Our objective was to establish the Do Good Be Good website as the go-to platform for alumni seeking answers to their lingering questions about utilizing their Education Award. To achieve this, we meticulously dissected the content into three primary sections: Further Education, Loan Repayment, and Award Transfer. Through multiple rounds of rigorous usability testing, we meticulously crafted our designs to ensure that our strategy resonated with alumni, facilitating their comprehension and ease of navigation.
Our primary focus was on crafting layouts that not only fostered user exploration but also prioritized accessibility.
We employed modularized content and visuals to facilitate efficient information retrieval and enhance comprehension.
We streamlined external links and curated information, providing alumni with comprehensive knowledge of their award.
Our meticulous redesign efforts resulted in an empowering user-friendly desktop platform for Americorps Alumni. By prioritizing usability and intuitive navigation, we facilitated informed decision-making. While responsive web design was not the primary focus, future considerations may enhance accessibility.
This case study may serve as a guide for private businesses in building robust resources and information hubs, filling gaps left by government websites, and empowering users with comprehensive knowledge.