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How We Redesigned Our Web Site

Results of our process

Using a user-centered design process, we were able to utilize the latest usability tools and technology to create a new website that enables users' to quickly and efficiently find information.

The new website:

The process that we followed involved many steps, including:

  1. User research and needs analysis
    • Conducting internal interviews with senior staff and program personnel, knowledgeable of customer needs, to identify the tasks visitors were looking to complete online.
    • Analyzing extensive customer service information from phone calls, e-mails, and web metrics including web logs, search logs, and online customer satisfaction surveys.
    • Conducting an internal online user survey
    • Analyzing user information to develop user profiles and personas.
    • Conducting a user and goal-oriented task analysis.
    • Developing task lists, task matrixes and task/process flow diagrams.

  2. Definition of site goals
    • Identifying the paramount goals of the site, which include the following:
      • To effectively communicate accurate information about FEMA's services to a variety of audiences with different needs. 
      • To provide timely information/updates during emergency situations to help citizens better plan for, prepare and protect their lives and property (homes and businesses) from the wrath of disasters.
      • To provide a tool so citizens, residents, states and emergency personnel can submit/retrieve disaster assistance online instead of standing in line

  3. Iterative usability testing
    • Conducting usability testing with representative users of the website, including:  disaster victims affected by hurricanes, emergency personnel, insurance agents, realtors and architects.  
    • Using the results of user testing to identify usability issues and make research-based recommendations for improvement.
    • Testing the revised website to show measured improvements in users' abilities to effectively and efficiently find information. 

  4. Participatory design
    • Conducting "Writing for the Web" workshops that emphasized usability and plain language writing and information organization techniques.
    • Conducting multiple brainstorming sessions to identify and understand hierarchy's of information on the web and the best categorization of that information.
    • Developing and disseminating a standard set of policies governing the content on the FEMA.gov site.
    • Providing one-on-one content reviews focusing on usability methods and techniques.

  5. Web-friendly content
    • Developing a plan to create and update content with priorities based on content inventory and usability testing.
    • Creating a content task force and working groups within FEMA.
    • Eliminating redundant or conflicting information.
    • Making information relating to an audience or topic accessible from a central page organized for that specific audience or topic.
    • Streamlining content to eliminate jargon and making better use of headers and bulleted lists to make it easier for visitors to read and understand the information being provided.
    • Implementing a new content management system that makes it easier for people to review and edit their content while also ensuring that existing content is periodically reviewed and updated as needed.

  6. Citizen-centric information architecture and wireframe development
    • Developing site categorization and information architecture.
    • Developing site map and page wireframes (schematics), including home page categories.
    • Creating wireframes for home page, second tier pages, navigation pages and landing pages and converted those wireframes into CMS templates.
    • Implementing a site-wide navigational strategy.
    • Testing information architecture with users.

  7. User-friendly and accessible graphic design
    • Using common typography, color and page layout throughout the site.
    • Collaborating with the DHS and FEMA 508 offices to ensure that all features of the new site are accessible.
    • Providing a consistent and simple navigation structure.

To see more examples from our redesign effort including examples of the "before" and "after", please see our article entitled: The New Citizen-Centric, User-Friendly FEMA Website.

We'd love to hear your thoughts and comments about the new site.  Please send your comments to: femawebmaster@dhs.gov. 

Last Modified: Thursday, 04-Jun-2009 11:52:00 EDT