UCLA Ascend 2.0
UCLA Ascend 2.0
UCLA Ascend 2.0
Extensive user research & improving website information architecture and redesigning interfaces
Extensive user research & improving website information architecture and redesigning interfaces
Extensive user research & improving website information architecture and redesigning interfaces
During my internship at UCLA’s IT Services department, I worked with stakeholders and led the redesign of the financial services website, managing participant recruitment, usability testing, data analysis, and presenting final deliverables.
During my internship at UCLA’s IT Services department, I worked with stakeholders and led the redesign of the financial services website, managing participant recruitment, usability testing, data analysis, and presenting final deliverables.
During my internship at UCLA’s IT Services department, I worked with stakeholders and led the redesign of the financial services website, managing participant recruitment, usability testing, data analysis, and presenting final deliverables.
Duration
Duration
Duration
3 months
3 months
3 months
Role
Role
Role
UX Researcher & Designer
UX Researcher & Designer
UX Researcher & Designer
Skills
Skills
Usability Testing, Stakeholder Interviews, Website Redesign, Content Strategies
Usability Testing, Stakeholder Interviews, Website Redesign, Content Strategies
Usability Testing, Stakeholder Interviews, Website Redesign, Content Strategies
About Ascend 2.0
About Ascend 2.0
About Ascend 2.0
Ascend 2.0 is a multi-year initiative to re-imagine the landscape of UCLA’s financial systems. My task was to conduct user research, identify user pain points, and suggest redesign options for the Ascend 2.0 website, where all information and training materials relating to the new financial systems are displayed.
Ascend 2.0 is a multi-year initiative to re-imagine the landscape of UCLA’s financial systems. My task was to conduct user research, identify user pain points, and suggest redesign options for the Ascend 2.0 website, where all information and training materials relating to the new financial systems are displayed.
Ascend 2.0 is a multi-year initiative to re-imagine the landscape of UCLA’s financial systems. My task was to conduct user research, identify user pain points, and suggest redesign options for the Ascend 2.0 website, where all information and training materials relating to the new financial systems are displayed.
Problem
Problem
Problem
Stakeholders would like to increase the website’s content readability, improve user task success rate, create more intuitive navigation, and increase digital presence.
Stakeholders would like to increase the website’s content readability, improve user task success rate, create more intuitive navigation, and increase digital presence.
Stakeholders would like to increase the website’s content readability, improve user task success rate, create more intuitive navigation, and increase digital presence.
My Redesign Process
My Redesign Process
My Redesign Process
Main Usability Issues Identified
Main Usability Issues Identified
Main Usability Issues Identified
1
1
1
Unintuitive information architecture makes it hard for users to locate key information
Unintuitive information architecture makes it hard for users to locate key information
Unintuitive information architecture makes it hard for users to locate key information
The website's structure and organization create navigation challenges, making it difficult for users to locate key features and resources. Some areas feel unintuitive, leading to frustration and inefficiency in completing tasks.
The website's structure and organization create navigation challenges, making it difficult for users to locate key features and resources. Some areas feel unintuitive, leading to frustration and inefficiency in completing tasks.
The website's structure and organization create navigation challenges, making it difficult for users to locate key features and resources. Some areas feel unintuitive, leading to frustration and inefficiency in completing tasks.
2
2
2
Lack of clear visual signifiers causes confusion about interactive elements
Lack of clear visual signifiers causes confusion about interactive elements
Lack of clear visual signifiers causes confusion about interactive elements
A lack of clear visual signifiers causes confusion about how to interact with different website elements. Without proper affordances, users struggle to understand which components are clickable or interactive.
A lack of clear visual signifiers causes confusion about how to interact with different website elements. Without proper affordances, users struggle to understand which components are clickable or interactive.
A lack of clear visual signifiers causes confusion about how to interact with different website elements. Without proper affordances, users struggle to understand which components are clickable or interactive.
3
3
3
Ambiguous wording and inconsistent layouts lead to misunderstandings
Ambiguous wording and inconsistent layouts lead to misunderstandings
Ambiguous wording and inconsistent layouts lead to misunderstandings
Unclear wording and inconsistent layout patterns make it hard for users to comprehend the website’s content. Poor labeling and structure lead to misunderstandings, slowing down task completion.
Unclear wording and inconsistent layout patterns make it hard for users to comprehend the website’s content. Poor labeling and structure lead to misunderstandings, slowing down task completion.
Unclear wording and inconsistent layout patterns make it hard for users to comprehend the website’s content. Poor labeling and structure lead to misunderstandings, slowing down task completion.
Solution
Solution
Solution
Research
01
Research
01
Research
01
Quantitative Data - Google Analytics
Quantitative Data - Google Analytics
Quantitative Data - Google Analytics
I identified the most frequently visited pages, pinpoint areas with high drop-off rates, and designed usability testing tasks accordingly.
I identified the most frequently visited pages, pinpoint areas with high drop-off rates, and designed usability testing tasks accordingly.
I identified the most frequently visited pages, pinpoint areas with high drop-off rates, and designed usability testing tasks accordingly.
For example, users frequently visit the Contact Us page but often leave quickly, which could indicate confusing or unhelpful content. These observations guide the design of targeted tasks for the usability testing script, ensuring we address specific user pain points and improve site navigation and content clarity.
For example, users frequently visit the Contact Us page but often leave quickly, which could indicate confusing or unhelpful content. These observations guide the design of targeted tasks for the usability testing script, ensuring we address specific user pain points and improve site navigation and content clarity.
For example, users frequently visit the Contact Us page but often leave quickly, which could indicate confusing or unhelpful content. These observations guide the design of targeted tasks for the usability testing script, ensuring we address specific user pain points and improve site navigation and content clarity.
Qualitative Data - Usability Testing
Qualitative Data - Usability Testing
Qualitative Data - Usability Testing
Based on our stakeholder’s vision and my observations from Google Analytics data, I created a 60-minute testing script that includes general demographics questions, 9 specific subtasks to complete on the Ascend 2.0 website, and some follow-up questions and Systems Usability Score (SUS) evaluation.
Based on our stakeholder’s vision and my observations from Google Analytics data, I created a 60-minute testing script that includes general demographics questions, 9 specific subtasks to complete on the Ascend 2.0 website, and some follow-up questions and Systems Usability Score (SUS) evaluation.
Based on our stakeholder’s vision and my observations from Google Analytics data, I created a 60-minute testing script that includes general demographics questions, 9 specific subtasks to complete on the Ascend 2.0 website, and some follow-up questions and Systems Usability Score (SUS) evaluation.
I conducted 7 one-on-one qualitative interviews over zoom using the think-aloud method. I observed participants complete tasks and asked follow-up questions based on their behaviors.
I conducted 7 one-on-one qualitative interviews over zoom using the think-aloud method. I observed participants complete tasks and asked follow-up questions based on their behaviors.
I conducted 7 one-on-one qualitative interviews over zoom using the think-aloud method. I observed participants complete tasks and asked follow-up questions based on their behaviors.
Testing Results
Testing Results
Testing Results
The average System Usability Scale results of the Ascend 2.0 website is 76.8, indicating an above average (68) usability performance.
The average System Usability Scale results of the Ascend 2.0 website is 76.8, indicating an above average (68) usability performance.
The average System Usability Scale results of the Ascend 2.0 website is 76.8, indicating an above average (68) usability performance.
This was reassuring to find, since it indicates the Ascend 2.0 website most likely won’t require significant high-level changes in website structure/navigation, which aligns with my stakeholder’s vision.
This was reassuring to find, since it indicates the Ascend 2.0 website most likely won’t require significant high-level changes in website structure/navigation, which aligns with my stakeholder’s vision.
This was reassuring to find, since it indicates the Ascend 2.0 website most likely won’t require significant high-level changes in website structure/navigation, which aligns with my stakeholder’s vision.
Users are mainly having troubles in 3 areas: information architecture, visual cues/signifiers, and wording/layouts.
Users are mainly having troubles in 3 areas: information architecture, visual cues/signifiers, and wording/layouts.
Users are mainly having troubles in 3 areas: information architecture, visual cues/signifiers, and wording/layouts.
Ideation
02
Ideation
02
Ideation
02
Design Limitations & Project Constraints
Design Limitations & Project Constraints
Design Limitations & Project Constraints
The redesign is limited by administrative restrictions on structural changes, Drupal’s rigid templates, and accessibility requirements, limiting customization and visual complexity.
The redesign is limited by administrative restrictions on structural changes, Drupal’s rigid templates, and accessibility requirements, limiting customization and visual complexity.
The redesign is limited by administrative restrictions on structural changes, Drupal’s rigid templates, and accessibility requirements, limiting customization and visual complexity.
Information Architecture (Site Map)
Information Architecture (Site Map)
Information Architecture (Site Map)
UCLA Design System
UCLA Design System
UCLA Design System
Design Explorations
03
Design Explorations
03
Design Explorations
03
Following my research, I created mockups implementing my proposed solutions.
Following my research, I created mockups implementing my proposed solutions.
Following my research, I created mockups implementing my proposed solutions.
Navigation Redesign
Navigation Redesign
Navigation Redesign
Content Organization
Content Organization
Content Organization
Content was reorganized to prioritize frequently used, public-facing information for improved navigation.
Content was reorganized to prioritize frequently used, public-facing information for improved navigation.
Content was reorganized to prioritize frequently used, public-facing information for improved navigation.
Improved Signifiers & Visual Cues
Improved Signifiers & Visual Cues
Improved Signifiers & Visual Cues
Redesign elements to improve salience and increase amount of attention gathered from users
Redesign elements to improve salience and increase amount of attention gathered from users
Redesign elements to improve salience and increase amount of attention gathered from users
Rewording of Misleading/ Confusing Phrases
Rewording of Misleading/ Confusing Phrases
Rewording of Misleading/ Confusing Phrases
Reword confusing phrases on buttons/titles into straightforward, descriptive phrases
Reword confusing phrases on buttons/titles into straightforward, descriptive phrases
Reword confusing phrases on buttons/titles into straightforward, descriptive phrases
Reflection
04
Reflection
04
Reflection
04
Managing frequent updates required constant adaptability
Managing frequent updates required constant adaptability
Managing frequent updates required constant adaptability
One of the main challenges of this project was managing the fast-paced nature of the work. The website's layouts and content were frequently updated, requiring me to constantly revise tasks and testing scripts to ensure they remained relevant and aligned with the latest changes. This iterative process demanded flexibility and quick adaptation, as each update could impact the usability testing and overall project direction.
One of the main challenges of this project was managing the fast-paced nature of the work. The website's layouts and content were frequently updated, requiring me to constantly revise tasks and testing scripts to ensure they remained relevant and aligned with the latest changes. This iterative process demanded flexibility and quick adaptation, as each update could impact the usability testing and overall project direction.
One of the main challenges of this project was managing the fast-paced nature of the work. The website's layouts and content were frequently updated, requiring me to constantly revise tasks and testing scripts to ensure they remained relevant and aligned with the latest changes. This iterative process demanded flexibility and quick adaptation, as each update could impact the usability testing and overall project direction.
Navigating administrative approvals requires careful planning to mitigate delays
Navigating administrative approvals requires careful planning to mitigate delays
Navigating administrative approvals requires careful planning to mitigate delays
Another significant challenge was navigating the administrative processes. Many aspects of the project required approval from various stakeholders, which often involved long wait times. These delays had to be factored into the project planning, making it crucial to anticipate potential bottlenecks and adjust timelines accordingly. Balancing the need for thorough testing and rapid iteration with the administrative constraints was a key learning experience in project management and stakeholder coordination..
Another significant challenge was navigating the administrative processes. Many aspects of the project required approval from various stakeholders, which often involved long wait times. These delays had to be factored into the project planning, making it crucial to anticipate potential bottlenecks and adjust timelines accordingly. Balancing the need for thorough testing and rapid iteration with the administrative constraints was a key learning experience in project management and stakeholder coordination..
Another significant challenge was navigating the administrative processes. Many aspects of the project required approval from various stakeholders, which often involved long wait times. These delays had to be factored into the project planning, making it crucial to anticipate potential bottlenecks and adjust timelines accordingly. Balancing the need for thorough testing and rapid iteration with the administrative constraints was a key learning experience in project management and stakeholder coordination..
See More of My Work
See More of My Work
See More of My Work
