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NewYorkCares
Intro
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Enhance the experience of participating in volunteer events by improving convenience, engagement, and personalized functionality.
Role
User Researcher
Usability Tester
High-fi Designer
Tools
Optimal Workshop
Adobe XD
Adobe Illustrator
Focus
UX Research
Testing Methods
Rapid Prototype
Info
Sep - Dec, 2019
Team of 4
Envisioning a city where all people can volunteer and have equal opportunity.
New York Cares is a non-profit that meets pressing community needs by mobilizing New Yorkers in volunteer service. We emphasize society-driven solutions, engaging people to volunteer and give back to their community.
Non-profits
By redesigning the New York Cares website, we aim to shape a better future of volunteering.

How did we get here?
Process
Before & After
Overview
πŸŽ™οΈ Conduct user research to understand audience

Who are the targeted users?
What are the key services New York Cares provided?
What are current user motivations?

Carrying along with these questions, we planned a research proposal to find answers efficiently.
We divided the interview into two user groups: new users and existing experience users. We aim to understand current pain points as well as first impressions when exploring the website.
Research Insights
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1. Searching events, managing projects, and communication are most important functions. However, they have low satisfaction rate.

2. Rewarding system could continuously motivate volunteers, such as volunteer history. However, New York Cares doesn't have that.

3. Navigation bar is misleading. Users complaint about the long time they spend on scanning and selecting interested volunteer events.
Persona

We defined our target users as two groups: team leaders (returning users) and new users. Then we concluded their pain points.
Key Pain Points
Current website
1. Cumbersome information architecture

2. Difficult-to-use search filters

3. Poor projects management

4. Inefficient contact approach
Important features, frustrations and user preferences are what we most focused.
Affinity map
🧭 Craft a More Intuitive Navigation Bar

Card Sorting
Through card sorting, we could know how actual users think about the distribution of tabs and figure out the best information architecture.
Through the similarity matrix, we created the initial site map. Some of the labels were changed for greater clarity.
Tree Testing
Then we conceived 5 most ambiguous tasks to inspect where those plaguing tabs should go in the navigation bar.
reflected an improvement in discoverability and provided insights to help create a new sitemap.
Recommendations
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1. Names of tabs: rename keywords to better represent the meaning.

2. Distribution of content: combine similar tabs.
New navigation bar that emphasized ease of navigation.
πŸ‘‹ Introduce More User-friendly Features

How might we help users find interested volunteer events easily?
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According to user flow, we created task-based user testing using rapid paper prototype to validate our design concepts.
Task 1: find a specific volunteer event.
Task 2: favorite similar volunteer event that users participated before.
Finding
For returning users, they prefer to log in first and then go to profile page to view projects history.
Iteration
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Adding narrative search filters to better match the user’s needs.
The search bar is redesigned to improve access and functionality.
πŸ” Story-telling search filter, faster than browsing
Find volunteer activities in a more story telling way.
πŸ™‹πŸ» Unique events list that cater to your profile
Easy to view upcoming or past events.

Suggest events based on users' history.
πŸ“ͺ Message to team leaders and other participants
Contact on mobile phone will be more efficient.
Is this what the end looks like? Yes, yes it is.
Β© 2021
Designed by Yolanda Tian
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