Philadelphia Housing Authority
Project Scope
This project focused on enhancing the Philadelphia Housing Authority (PHA) website by addressing usability challenges, refining its information architecture, and implementing user-centered recommendations to improve the overall experience for its users.
PROJECT GOALS
Simplify navigation and information retrieval.
Improve website accessibility and inclusivity.
Ensure a user-centered design approach based on real user needs.
Align website functionality with the PHA’s mission of providing housing resources.
RESEARCH QUESTIONS
What are the main pain points users face when navigating the current PHA website?
How can the information architecture be improved to better support user tasks?
What accessibility features would best serve PHA’s diverse user base?
How does the PHA website compare to competitors in usability and functionality?
METHOD
User Research:
Developed personas to represent diverse user groups.
Created journey maps to understand user pathways and challenges.
Competitor Analysis:
Benchmarked against similar housing authority websites to identify best practices.
Information Architecture Testing:
Conducted tree testing and card sorting to restructure and streamline content.
Wireframes and Prototypes:
Designed and tested wireframes with iterative feedback to ensure usability.
Accessibility Audits:
Assessed current accessibility gaps and proposed tools like UserWay for improvements.
IMPACT
Improved User Experience: Users can navigate and retrieve information more efficiently.
Increased Accessibility: The website now caters to a broader audience with diverse needs.
Streamlined Processes: Simplified pathways for users to complete tasks such as applying for housing or finding emergency resources.
Enhanced Trust: Clearer navigation and consistent branding boost user confidence.
User Personas
Site Map
Tree Testing
We used a few different examples; the one of the right depicts the task we asked "How would you go about navigating to find information on Emergency Housing vouchers" within the Philadelphia housing website.
Card Sorting
We created the main categories - Business Opportunities, Housing Residents , landlords and Residents.
We then named the sub categories or nested menu items and asked the users to group those items to the appropriate group.
Information Architecture Recommendations
Based on user feedback and testing (tree testing and card sorting), the following improvements were made to the site map to ensure better navigation and clarity:
Streamlined Categories: Simplified grouping of content based on logical user flows.
Clear Labels: Ensured all categories and subcategories are labeled intuitively.
User-Centric Structure: Grouped content based on user personas and their specific needs.
Arthur’s Path
We created the main categories - Business Opportunities, Housing Residents , landlords and Residents.
We then named the sub categories or nested menu items and asked the users to group those items to the appropriate group.
James's Path
An example of how James may be able to see information needed for Accessible housing is by going through housing, accessible housing and lastly selecting the link “Apply for Accessible Accommodation”. On this page James should be able to find all needed information pertaining to accessible Accommodations.
Jay's Path
Jay’s main path is being able
To successfully find information pertaining to Emergency Resources.
The main change as you can see with the site Map is now Emergency Resources will house all things that a user may need to obtain information in times of an emergency on the Philadelphia Housing Authority Site.
Amara’s Path
Amara’s main goal is being able to apply for affordable housing through the programs with the Philadelphia housing Authority.
The biggest change is displaying all of the resources one may need to apply for the housing programs.
Recommendations
Updated Events Page
Emergency Vouchers
A dedicated section for all crisis-related information
Accessibility Enhancements: Integration of tools to support diverse needs.
Search Optimization: Implementation of features like autocomplete, query suggestions, and alternative search recognition.
User Assurance: Enhanced external login pages for trust and clarity.