Office of People Analytics (OPA)
Making Information Accessible
PROJECT
Responsive Website Creation
ROLE
Lead Experience Designer
CLIENT
Department of Defense (DoD)
CONTEXT
As the sole UX Designer on this project, I worked with a diverse team to tackle the creation of a new data repository to store and display documents for a collection of government agencies. The Office of People’s Analytics (OPA) is a directorate established to develop cutting-edge analytical methods and solutions for more effective personnel management in the Department of Defense (DoD). OPA programs provide data solutions and efforts to benefit the DoD community. Its 7 divisions are comprised of experts in various fields such as statistics, psychology, and applied social science.
This project involved substantial considerations within content and site architecture. The digital experience required accommodating various user types with different goals, necessitating the development of both a user-friendly platform for document access and a sophisticated content management system (CMS) for internal users to publish documents seamlessly.
DESIGN CHALLENGE
Amidst internal personnel shifts, our team was required to bond together and tackle the content facet of the project. This unexpected collaboration not only honed our content management skills but also led us to delve into an unfamiliar domain, fostering resilience and unity within the team. Navigating through intricate subject matter, robust security measures, and a diverse user base, we embraced the design challenge with creativity and precision.
OUTCOMES
Launched designed website in Summer 2022.
Design Process
The Challenge Spotlight
7 Divisions, 1 Organization
Our client's vision was clear but challenging: to harmonize OPA into a unified entity. The central obstacle surfaced as we uncovered that various divisions operated within distinct silos, each catering to different user bases with unique goals. This created the need for a website structure that not only facilitated seamless document discovery but also visually portrayed the organization as an integrated and cohesive whole.
Other Problems to Solve
Different Levels of Authorization
Research documents generated under OPA are assigned specific "distribution codes" that specify the required level of clearance to access each document. Each user account would be assigned a distinct clearance level, determining their viewable documents on the site. We then faced the challenge of designing for the absence of information while maintaining a seamless browsing experience for all users.
Research Upload Experience
Alongside the development of the front-facing website, a significant challenge was to create a streamlined process for divisions to upload research documents. Prior to this project, each division had its own unique approach to uploading information. This presented an exciting opportunity to simplify and streamline a previously cumbersome task, making it more efficient for all users involved.
PHASE 1
Discovery & Research
The client came into the project with a lot of preconceived ideas about what they wanted and their audience. The client in particular was a pleasure to work with and very informed, but as always we took this Research phase to better understand the space for ourselves, learn more about the audiences and their needs, and bring a neutral understand of the broad range of stakeholders and their business goals and needs.
Phase Deliverables
Conducting collaborative workshops with stakeholders that delved into the nuances of the larger organizational landscape and the website's overarching goals.
Stakeholder Discussions
Synthesizing data from user research to construct 3 unique personas that represent different user segments.
Personas
Engaging with current users (POCs) in meaningful conversations to grasp their existing workflow and uncover opportunities for enhancing their experience.
User Interviews
Analyzing and contrasting interfaces across government and non-government industries to distill insights and inspiration for an enhanced user experience.
Competitive Analysis
User Research
Stakeholder Discussions
We conducted 10 discussions with OPA leadership and division points of contact (POCs) to help understand the intricacies of such a robust project.
Conversations with key POCs illuminated the current landscape of user access to research products across divisions. Different divisions employed various methods—from SharePoint to distinct government websites and even direct email requests—to disseminate their research. It became evident that a unified data repository held significant value, providing a clear design opportunity to streamline access and enhance how documentation was managed, published, and accessed.
We also spoke to several POCs who assumed the role of contributors, responsible for uploading research documents to their division's data repository. During these sessions, we invited users to share their current process for uploading research documents. It quickly became evident that not only did their procedures differ, but the organizational systems also showcased variations.
User Interviews
We conducted a round of interviews with 14 end users, 2 from each division. We inquired about their roles and responsibilities, and dug into understanding their behaviors related to accessing research documents. This focused on what types of documents they used, the process they currently go through to access them and how they use them in their work.
User Research Findings
When making use of OPA data, end users’ focus tends to fall under one area of study
The most recent content is typically the most relevant content
End users want to obtain the information they need as efficiently as possible
End users have a variety of methods for gathering OPA data
Divisions are currently siloed; users are unaware of what other divisions do
Who We Designed For
The end users of the OPA website are individuals who visit either the public or private site to access research products. These users may include professionals, researchers, policymakers, and other stakeholders who are seeking authoritative information and insights. Their primary goal is to quickly find the information they need.
The End User
Contributors are the individuals from various divisions within OPA who are responsible for conducting and uploading research content onto the website. They play a crucial role in creating and sharing the research products that are made available to the end users. Contributors may include researchers, subject matter experts, data analysts, and other professionals involved in generating valuable research for OPA.
The Contributor
The general public consists of individuals who access the public site of OPA.gov to learn more about OPA and the research they distribute. These users are seeking information and insights on various topics covered by OPA's research. They may include students, educators, journalists, and individuals interested in staying informed about current trends, policies, and developments in the areas covered by OPA's research.
The General Public
Recommendations Based on Research
Unify how people find information and streamlining the process
Organize content by theme
Build awareness of research products across divisions
PHASE 2
Information Architecture & Content
In this phase, collaboration with OPA stakeholders was paramount. While the research phase familiarized us with OPA’s robust library of research, it’s density compelled us to rely on the expertise of these subject matter experts to help inform our information architecture. Our approach blended their knowledge with our understanding of IA best practices to craft a site structure that allowed for ease of discovery for our end users as well as a design that portrayed the organization as an integrated and cohesive whole.
Phase Deliverables
Compiled all content from OPA’s divisions into content matrix spreadsheets. Each research document and its relevant criteria were meticulously outlined in this process.
Content Matrices
Site Map
Determined the hierarchy of pages and served as a visual representation for distribution levels and other supporting information.
Content Collection
Our initial step in this project phase was to collect all the content slated for publication. To streamline this content collection across divisions, we developed a Content Matrix Framework. This spreadsheet (see below) established a universal format, outlining all necessary fields for each research document and enabled seamless sharing of content between our teams.
Most of these fields were known to the divisions already, however we also requested organizational subcategories like Secondary and Tertiary Categories. Stakeholders were invited to create their own topic labels in the initial phase, and later through iterative refinement, we honed both the labels and the content that lived within them.
Information Architecture
Top-Level Site Structure
Crafting the site's overarching structure was a relatively straightforward endeavor. We consolidated research content under a "Research & Analysis" section, providing a single destination for our comprehensive repository. For public engagement, we curated distinct sections—"About OPA" and "Our Approach"—focusing on program promotion. Our fourth and final section, "OPA Events," was dedicated to showcasing organizational events, only visible to users with accounts.
Organization of Research & Analysis Section
Acknowledging the complexity and sheer volume of research documents, we engaged in collaborative working sessions with division POCs to enhance the categorization of the data repository content that would live within the Research & Analysis section. Held both in-person and virtually, these sessions provided a comprehensive dive into the complexities of both current and upcoming content. Our aim was to collectively sculpt a site structure that not only matched research release requirements but also met user expectations. The overarching objective was to create a seamless, interconnected site that fostered cohesion across divisions.
In our research phase, we discovered that categorizing content by topic, not division, would best serve our end users. This approach would ensure easy access without information getting siloed under specific divisions.
Transitioning from research, we shaped user journeys to chart the path individuals take to access their desired documents. This process resulted in a page-by-page framework, ensuring a seamless progression for users toward their intended destination on the site.
Final Site Map
As the project evolved, we fine-tuned the site structure through additional stakeholder workshops and treejack testing to refine sections that were still in flux.
PHASE 3
Layout & Design
With the foundation of the overall site structure in place and a clear understanding of the content's general composition, we dove into crafting page layouts. This encompassed thinking through the core site for document discovery and the CMS for document uploading. Complexities included thinking through versions for distinct user permissions and ensuring a seamless experience across desktop and mobile devices.
Phase Deliverables
Wireframes
Designed a foundational Core Framework featuring essential components, shaping the design language for the majority of pages across the site.
Crafted flows to map out diverse scenarios—guiding Contributors through the process of uploading research documents and designing user/admin flows for screening new access requests to OPA.
User Flows
Wireframes
Designing at the Component Level
With our site structure solidified, we delved into the intricacies of representing research documents at the component level. Given the substantial amount of associated information for each research product, we distilled insights from user discussions to highlight crucial details during their search journey.
Research documents were categorized into two types: standalone releases known as "Products" and collections of documents known as "Product Groups." This distinction facilitated a more efficient user journey, allowing for easier identification of associated documents and reducing the occurrence of orphaned content.
Building Pages
From here, we built out the different levels within our core framework, landing pages, list pages, and product pages.
Landing pages provided users with a comprehensive overview of thematic sections within the data repository, along with the latest uploads.
List pages served as a hub for all corresponding research products, presenting individual assets and groups in a user-friendly format that offered the option for direct downloads or served as a gateway for users to view additional information.
Product pages spotlighted individual research documents, offering detailed information, cross-links to other relevant content and a clear call-to-action for downloading and/or sharing.
We leveraged tertiary categories discussed in stakeholder workshops as helpful filters on list pages and search result pages to allow users to precisely tailor what documents were displayed.
Content Management System (CMS) Design
Alongside the development of the front-facing website, a significant challenge was to create a streamlined process for divisions to upload research documents. Prior to this project, each division had its own unique approach to uploading information. This presented an exciting opportunity to simplify and streamline a previously cumbersome task, making it more efficient for all users involved.
We rigorously tested these CMS flows with power users currently responsible for research document uploads in their respective divisions. With each user displaying unique behavior patterns and content needs, our challenge was to create a system that catered to all audiences. Recognizing the specific upload field requirements of different divisions, we strategically designed an interface that made optional fields easily accessible. This streamlined approach ensured a user-friendly experience without overwhelming unnecessary information.
Visual Design
Collaborating closely with our visual designer, Patrick O'Toole, was pivotal for infusing both user-centric design and vibrant visuals into a typically mundane digital landscape. Together, we meticulously crafted and refined a design system for the site—beginning at the atom level, evolving elememts through molecules to ultimately shape the overall pages.
This journey not only transformed the visual aesthetics but also brought a human spirit to a space often perceived as rigid and generic.
Project Reflections
Content is King
This project highlighted the significance of a content-first approach. Recognizing that users primarily visit the site for information, we shaped the site architecture around content and how users engage with and interpret information. It's a testament to the design philosophy that places user needs and content accessibility at the forefront.
Stakeholders are Partners
Embarking on a project with such robust and specialized information, our stakeholder’s knowledge and ability to collaborate played a pivotal role in delving into the intricacies of content. This became crucial to shaping a design that resonates with user understanding.