GAO CASE STUDY

Responsive website and mobile and information architecture redesign for The Government Accountability Office, GAO.
The GAO is an independent and nonpartisan agency that provides congress and federal agencies with objective, reliable information. The Government Accountability Office serves as a "Congressional Watchdog" and examines how taxpayer dollars are spent.
The GAO is an incredible resource for reliable, unbiased, and current reports; however, their current website design makes it difficult to access information.
PROJECT OVERVIEW
We want to redesign the GAO's navigation to specifically address user pain points. This research driven project found that users are uncertain where to look for information because the hierarchy is unclear, interacting elements are unclear, and an overall "lost" feeling within the site.
Accessible design guidelines were on the forefront of our redesign.
Role
Researcher
UX designer
UI designer
Duration
3 weeks
Our plan is to create a new information architecture and responsive design for the GAO. The goal is to improve the Government Accountability Office website and mobile's information organization and presentation while improving site navigation.
I was responsible for half of the project since our group consisted of two people. We split the work equally.
Tools
Figma
Miro
InVision
Team
Isabella Ferranti
Jessica Mosqueda
USER RESEARCH
WEBSITE ANALYSIS
We found the difficulties in use of the site to begin with a lack of simplicity. The arrangement of elements, navigation, and jargon compounded by inconsistency of style and format leaves a user baffled as to where to begin. Some prior experience in the depths of Government sites isn’t enough to prepare an entry level user to wade through these complicated reports. Inconsistent iconography with excessive labeling is found throughout the opening pages, lending a slipshod and patchwork feel to an experience that is difficult enough already, from the density of the material. It has the feel of wanting you to give up and abandon the site.
We conclude that an intensive reworking with a decisive style guide and content flow, much like a large online high-contrast newspaper, would render the information more navigable and pleasant to use. The material is inherently interesting to anyone interested in the workings of Government, and we think it should be easily accessed.

PROTO PERSONAS
After some site analysis, we tried to determine who were the GAOs targeted users and why would they visit the site.
We developed 2 proto personas:
1. Mia Johnson. A 22 year old political science student who uses the website to listen to the Watchdog Report Podcast and stay current on political events.
Mia wants to find unbiased, fact-based information on Congress. In particular, she is looking for information on USPS Sustainability. Mia is looking to see if the GAO has a podcast episode covering this subject since she is primarily an auditory learner.
2. A political reporter that uses the GAO as a reliable unbiased source.
Our user visits the US Government Accountability Office website to research reports and testimonies. He works for AP as a reporter and is investigating the GAO's recommendations for Executive Action on the Border Patrol 2017. He has a report number GAO-17-66 to help him with his search.
Mia has difficulty finding trustworthy sources to match her fast paced lifestyle.
For the purpose of this redesign, we found more people wanted to listen to the podcast because they were trying to find quick, trustworthy sources for on the go information. Also, navigating the site left viewers feeling confused.
USER PERSONA

When we analyzed Mia's path, we observed that the multiple navigation options allowed the user to get a page many different ways.
An issue that was stated multiple times was that the user must know what they're looking for and also must know where to start looking. So if it is the first time a user is looking at the website, it often leads to a frustrating experience.
USER FLOW
We wanted to take Mia's journey throughout the website, so we conducted several user flows of both desktop and mobile. These user flows take into consideration her busy on the go lifestyle. We also wanted to access reports, research certain laws that pertained to her situation, and finally how to get to the GAO's podcast.
HEURISTIC EVALUATION
We conducted heuristic evaluations based on aesthetics, content, navigation, and functionality of the GAO's website. Our observations concluded the site was cluttered and confusing, difficult to navigate, frustrating to scan, poorly organized, inconsistent design, and the primary goal for the GAO was unclear.
USABILITY TESTING
Goals and Objectives:
-
Test the usability of the GAO website and mobile
-
See if users are able to navigate through the site
-
Discover how users feel while navigating through the site
We conducted 6 user tests, 3 user tests each. Some tests were conducted in person, others live through Zoom.
83%
Task 1: 83% success
92%
Task 2: 92% success
92%
Task 3: 92% success
3. View 3rd edition Volume 2 of the Principles of Federal Appropriations Law
-
Play podcast on USPS Sustainability
2. View current fiscal conditions
TAKEAWAYS
The results of our user testing proved our heuristic evaluation was accurate.
We synthesized the data collected and organized it into a 2x2 priority matrix. We discovered the most important and least important issues for our users and for the GAO.
Users felt that the organization and design of the website was outdated, confusing, and overwhelming. The website is not friendly for first time users; even the search tool doesn't help the user find what they are searching for.

"How might we reorganize the homepage to display the GAO's purpose clearer and make the site easier to navigate?"
THE PROBLEM
We tested 6 people using our persona's path. We heard a lot of feedback that focused on confusing and overwhelmed feelings.
Outdated and too much information.
This site is hard to navigate.
The homepage is basic. Utilitarian. Not exciting.
EMPATHY MAP
Our collected data allowed us to synthesize an empathy map. Our typical user thinks the overall design is boring and has an outdated look, although both of these opinions play into the user feeling that it looks like a typical bureaucratic website. The office's purpose is unclear along with the website's purpose. Mia Johnson also feels positive things about the site, for instance the Government Accountability Office is able to hold the US government accountable and is a good resource for unbiased, factual information.

SWOT ANALYSIS MATRIX

Through our SWOT analysis matrix, we were able to find that the GAOs current site is a great resource for timely, unbiased, factual and free information. Their design is too cluttered with too much jargon and doesn't present information well. We felt that an improved design would allow for better communication and greater civic engagement while gaining more credibility. We also discovered that if the GAO did not make changes to their website, the public will seek out other sources, stop using their site altogether, or influence the public's view of the Government Accountability Office in a negative light.
HEURISTIC EVALUATION OF WEBSITE NAVIGATION
Primary Goal Unclear
Inconsistent Design
Cluttered & Confusing
Difficulty to Navigate
Frustrating to Scan
Poorly Organized


NAVIGATION USER TESTING
Goals/Objectives
-
Test the navigation usability heuristics of the U.S. Government Accountability Office
-
See if users can navigate through the website on mobile or desktop
Tasks
-
Search for what the GAO does
-
Search Financial Security for Older Americans information
-
Contact Us (via email)
Takeaways
Mobile
0% success rate at finding what the GAO does
less than 10% found financial security for older Americans
33% success rate at finding the Contact Us (via email)
Desktop
33% success rate for what the GAO does
25% success rate for finding financial security for older Americans
33% success rate for finding Contact Us (via email)
NAVIGATION ANALYSIS
Heuristics:
-
Unusable Buttons
-
Accessibility Issues
-
Usability and Error Prevention
-
Functions Not Communicative
Usability:
-
Function is Not Communicative
-
Not Accessible on Mobile
THE SOLUTION
We want to redesign the GAO’s website navigation to specifically address user pain points.
These include:
-
Not knowing where to look for information
-
Not understanding what was interactable
-
Feeling overall “lost” within the site
Our plan is to streamline the way in which the GAO presents and organizes their information, update the look for a trustworthy professional feel, and correct navigation issues.
STREAMLINING NAVIGATION
Through card sorting, we reworked the information architecture of the site by grouping based on categories, and further organizing through the use of hierarchy. As a result, we were able to streamline the GAO's navigation.



USER TEST PLAN DASHBOARD
My teammate and I created the User Test Plan Dashboard to focus on our newly designed mobile and desktop website.


After conducting our user tests, we discovered:
-
The "Contact Us" link wasn't working
-
Multimedia should be a main dropdown menu tab
-
Users would like a back button
-
Communication Tab is confusing
-
Users want a homepage link in a dropdown menu
-
Users had trouble closing the "Email Us" page
USABILITY TESTING OUTCOME
HIGH FIDELITY PROTOTYPE
Currently reiterating designs; will post updated links soon.
FUTURE ITERATION PLANS
Currently reiterating designs for Android; will post updated links soon.



