CUA of the Month – July, 2016

Wes Lewis
“Being positioned as I currently am to make life easier for a wide variety of people while doing what I love brings me great satisfaction. It validates my work and allows me to impact lives in ways I never could have imagined.”
 
Wes Lewis

User Experience Lead
Booz Allen Hamilton

UX for Disaster Relief

by Jim Garrett

Sometimes our Certified Usability Analysts have the privilege of working on projects that have a huge impact on peopleā€™s lives. This is the case with our CUA of the Month, Wes Lewis, of Booz Allen Hamilton.

He is currently the Lead UX Designer for an application which will enable disaster survivors to request emergency assistance across federal, state, local, tribal, volunteer and private sector organizations. In this role, his goal is to ensure that the overall experience for this website is exceptional, consistent, and valuable. In alignment with the projectā€™s mission, he strives to design the new website as an agency-neutral, survivor-centric portal through which disaster survivors can effortlessly request the help they need to rebuild their lives.

Can you tell me about your role and current activities?

Working closely with our client and collaborating with the members of our cross-functional team, allows me to design an interface which can then be further enhanced through insights developed following the completion of usability testing activities and ethnographic interviews.

While I primarily focus on the appearance and flow of the web application, two UX researchers lead, plan, and execute our projectā€™s user research activities. Ed Yahn and Joaille Araujo (both immensely talented CUAs) retrieve tons of valuable user data for us as a team to synthesize; this ultimately helps to inform future design decisions. Collectively, our primary goals are to ensure that disaster survivors can easily determine what type(s) of assistance they need, quickly and painlessly apply for this assistance, and inquire about the status of their applications throughout the process.

Outside of this project, Iā€™m also the UX Lead for two digital modernization initiatives supporting a federal agency that regulates workplace safety and health. I also co-lead a mentoring circle within my market which aims to convey firm knowledge to and to impart career advice upon junior staff and support the development of our firm-wide UX Community of Practice as co-lead of mentoring activities.

There have been a lot of natural disasters the last couple of years so it would seem critical for this website to be user friendly.

Absolutely. I generally refer to this as a website that no one should ever want to find themselves needing to use. If a user is on the site for any reason other than just browsing, theyā€™re either expecting something terrible to happen or that ā€œterrible somethingā€ has already occurred. We recognize the need to create a digital product which will enable ease of use given the potential circumstances of its target user base: disaster survivors.

What have you found out about your users?

We realize that disasters can befall anyone at any time. We recognize that, as a result of this, the overall circumstances of our users can vary greatly. There may be cases where power, food, water, and other resources may be in short supply or simply non-existent. Regardless of the severity of our disaster survivorsā€™ needs per case, one thing unifies them within the context of this website: If theyā€™re there, chances are, they need help. As we are still fairly early in our research efforts, we strive to learn more about our users and their respective journeys to make absolutely sure that, upon the launch of our solution, their pain points will have been addressed to make way for the best possible experience.

Have you found a connection between how efficient the website is that you are creating, and progress in terms of government response to the individuals?

Absolutely! While we develop our solution, I believe we must remain cognizant of processes currently in place which emergency response personnel utilize to process survivor input. Of course, it would be great to streamline these processes where we can to reduce complexities and potentially speed up communications and decision-making. This is an area where our project teamā€™s approach to user research and usability testing stands to show its extraordinary value.

It is a really awesome and fulfilling project to be a part of, and I am very excited to see how our incorporation of user research, design best practices, and universal design principles will enhance this solution for survivors. This is an opportunity to make life easier for millions across the country.

What kind of significant changes have you been able to make on the website?

A significant change we are making is the redirection of focus to the needs of disaster survivors from the partner agencies that support the program in providing assistance to those who have applied. A disaster survivor applying for assistance has typically encountered some sort of devastating loss. So, with our introduction of a concise application design and flow along with a degree of personalization, we are able to enhance our survivorsā€™ ability to think on their feet and to make decisions quickly. I think that those are some of the important changes that I have seen and have been a part of over the last year.

Are most of these weather related disasters?

Per our clientā€™s data, a sizeable portion of declared disasters are triggered by dangerous weather conditions. However, there are a number of other disaster types which qualify for declaration by the President of the United States. Those caused by earthquakes, fires, contaminated water, virus threats, acts of terror, and the like also can be declared by our Commander-in-Chief.

So, how did this all lead to you taking the CUA exam for certification?

There are a good number of Certified Usability Analysts here at Booz Allen and the certificate, as well as Human Factors International, is very well respected as an authority on usability and user experience design. Within our community of practice, we weigh the credential quite heavily; as such, I was compelled to pursue it.

How did you prepare for the test?

I didnā€™t have the time to take the two-week class, so I reviewed independently for the exam. I had heard great things about it from those within the firm who had previously taken it. I had also been warned not to take it lightly. I took the exam right before work one day and failed the first time by a lousy 3%, but I soon realized exactly where I had messed up and decided to re-test after work the same day. My second attempt was more successful and I passed the exam.

My experiences with skilled UX designers and analysts here at Booz Allen gave me enough confidence and background to feel adequately prepared for the exam. However, I do feel as though I would have benefited from the two-week training.

Did working around your fellow CUAs help taking the test as well?

I would say that working around and with fellow CUAs helped me the most, given the fact that I did not attend the formal training. This could be a testament to how effective the HFI /CUA program is because they are incorporating a lot of what they learned in their training into their day-to-day work. Thankfully, I was able to leech on and absorb some valuable knowledge for use in my own work and on the CUA exam.

I know it has just been a few months, but has it helped in your work or has applying the new knowledge shifted your perspective since getting the certification?

Absolutely. I am going into a new project where usability testing and user research are going to be huge. I look forward to utilizing the skills I picked up from the CUA to support those activities occurring on our disaster assistance website project and to lead the design and research activities in our latest modernization initiative.

I have enjoyed hearing about your work and how it influences people and what you are doing. Where do you find the satisfaction, the joy, the passion in your work?

My UX passion lies in the concept of universal design ā€“ designing for all. As a firm believer in the power of technology and human intellect, Iā€™ve never been able to dismiss the idea of a harmonious unification of usability and accessibility in even the most complex digital products.

Service has always been a highlight of my existence; I enjoy helping people in any way I possibly can. As I have been enthralled by technology for seemingly eternity, being positioned as I currently am to make life easier for a wide variety of people while doing what I love brings me great satisfaction. It validates my work and allows me to impact lives in ways I never could have imagined.

I would definitely say that this is the type of work for me. I want to make a positive impact on the world, and I am able to do so through technology, universal design, and UX.

CUA of the Month

Each month we highlight the successes and achievements of a different member of our CUA community. If you are a Certified Usability Analyst and would like to be considered for CUA of the Month recognition, please send a brief professional bio to hfi@humanfactors.com

Privacy policy

Reviewed: 18 Mar 2014

This Privacy Policy governs the manner in which Human Factors International, Inc., an Iowa corporation ("HFI") collects, uses, maintains and discloses information collected from users (each, a "User") of its humanfactors.com website and any derivative or affiliated websites on which this Privacy Policy is posted (collectively, the "Website"). HFI reserves the right, at its discretion, to change, modify, add or remove portions of this Privacy Policy at any time by posting such changes to this page. You understand that you have the affirmative obligation to check this Privacy Policy periodically for changes, and you hereby agree to periodically review this Privacy Policy for such changes. The continued use of the Website following the posting of changes to this Privacy Policy constitutes an acceptance of those changes.

Cookies

HFI may use "cookies" or "web beacons" to track how Users use the Website. A cookie is a piece of software that a web server can store on Usersā€™ PCs and use to identify Users should they visit the Website again. Users may adjust their web browser software if they do not wish to accept cookies. To withdraw your consent after accepting a cookie, delete the cookie from your computer.

Privacy

HFI believes that every User should know how it utilizes the information collected from Users. The Website is not directed at children under 13 years of age, and HFI does not knowingly collect personally identifiable information from children under 13 years of age online. Please note that the Website may contain links to other websites. These linked sites may not be operated or controlled by HFI. HFI is not responsible for the privacy practices of these or any other websites, and you access these websites entirely at your own risk. HFI recommends that you review the privacy practices of any other websites that you choose to visit.

HFI is based, and this website is hosted, in the United States of America. If User is from the European Union or other regions of the world with laws governing data collection and use that may differ from U.S. law and User is registering an account on the Website, visiting the Website, purchasing products or services from HFI or the Website, or otherwise using the Website, please note that any personally identifiable information that User provides to HFI will be transferred to the United States. Any such personally identifiable information provided will be processed and stored in the United States by HFI or a service provider acting on its behalf. By providing your personally identifiable information, User hereby specifically and expressly consents to such transfer and processing and the uses and disclosures set forth herein.

In the course of its business, HFI may perform expert reviews, usability testing, and other consulting work where personal privacy is a concern. HFI believes in the importance of protecting personal information, and may use measures to provide this protection, including, but not limited to, using consent forms for participants or "dummy" test data.

The Information HFI Collects

Users browsing the Website without registering an account or affirmatively providing personally identifiable information to HFI do so anonymously. Otherwise, HFI may collect personally identifiable information from Users in a variety of ways. Personally identifiable information may include, without limitation, (i)contact data (such as a Userā€™s name, mailing and e-mail addresses, and phone number); (ii)demographic data (such as a Userā€™s zip code, age and income); (iii) financial information collected to process purchases made from HFI via the Website or otherwise (such as credit card, debit card or other payment information); (iv) other information requested during the account registration process; and (v) other information requested by our service vendors in order to provide their services. If a User communicates with HFI by e-mail or otherwise, posts messages to any forums, completes online forms, surveys or entries or otherwise interacts with or uses the features on the Website, any information provided in such communications may be collected by HFI. HFI may also collect information about how Users use the Website, for example, by tracking the number of unique views received by the pages of the Website, or the domains and IP addresses from which Users originate. While not all of the information that HFI collects from Users is personally identifiable, it may be associated with personally identifiable information that Users provide HFI through the Website or otherwise. HFI may provide ways that the User can opt out of receiving certain information from HFI. If the User opts out of certain services, User information may still be collected for those services to which the User elects to subscribe. For those elected services, this Privacy Policy will apply.

How HFI Uses Information

HFI may use personally identifiable information collected through the Website for the specific purposes for which the information was collected, to process purchases and sales of products or services offered via the Website if any, to contact Users regarding products and services offered by HFI, its parent, subsidiary and other related companies in order to otherwise to enhance Usersā€™ experience with HFI. HFI may also use information collected through the Website for research regarding the effectiveness of the Website and the business planning, marketing, advertising and sales efforts of HFI. HFI does not sell any User information under any circumstances.

Disclosure of Information

HFI may disclose personally identifiable information collected from Users to its parent, subsidiary and other related companies to use the information for the purposes outlined above, as necessary to provide the services offered by HFI and to provide the Website itself, and for the specific purposes for which the information was collected. HFI may disclose personally identifiable information at the request of law enforcement or governmental agencies or in response to subpoenas, court orders or other legal process, to establish, protect or exercise HFIā€™s legal or other rights or to defend against a legal claim or as otherwise required or allowed by law. HFI may disclose personally identifiable information in order to protect the rights, property or safety of a User or any other person. HFI may disclose personally identifiable information to investigate or prevent a violation by User of any contractual or other relationship with HFI or the perpetration of any illegal or harmful activity. HFI may also disclose aggregate, anonymous data based on information collected from Users to investors and potential partners. Finally, HFI may disclose or transfer personally identifiable information collected from Users in connection with or in contemplation of a sale of its assets or business or a merger, consolidation or other reorganization of its business.

Personal Information as Provided by User

If a User includes such Userā€™s personally identifiable information as part of the User posting to the Website, such information may be made available to any parties using the Website. HFI does not edit or otherwise remove such information from User information before it is posted on the Website. If a User does not wish to have such Userā€™s personally identifiable information made available in this manner, such User must remove any such information before posting. HFI is not liable for any damages caused or incurred due to personally identifiable information made available in the foregoing manners. For example, a User posts on an HFI-administered forum would be considered Personal Information as provided by User and subject to the terms of this section.

Security of Information

Information about Users that is maintained on HFIā€™s systems or those of its service providers is protected using industry standard security measures. However, no security measures are perfect or impenetrable, and HFI cannot guarantee that the information submitted to, maintained on or transmitted from its systems will be completely secure. HFI is not responsible for the circumvention of any privacy settings or security measures relating to the Website by any Users or third parties.

Correcting, Updating, Accessing or Removing Personal Information

If a Userā€™s personally identifiable information changes, or if a User no longer desires to receive non-account specific information from HFI, HFI will endeavor to provide a way to correct, update and/or remove that Userā€™s previously-provided personal data. This can be done by emailing a request to HFI at hfi@humanfactors.com. Additionally, you may request access to the personally identifiable information as collected by HFI by sending a request to HFI as set forth above. Please note that in certain circumstances, HFI may not be able to completely remove a Userā€™s information from its systems. For example, HFI may retain a Userā€™s personal information for legitimate business purposes, if it may be necessary to prevent fraud or future abuse, for account recovery purposes, if required by law or as retained in HFIā€™s data backup systems or cached or archived pages. All retained personally identifiable information will continue to be subject to the terms of the Privacy Policy to which the User has previously agreed.

Contacting HFI

If you have any questions or comments about this Privacy Policy, you may contact HFI via any of the following methods:
Human Factors International, Inc.
PO Box 2020
1680 highway 1, STE 3600
Fairfield IA 52556
hfi@humanfactors.com
(800) 242-4480

Terms and Conditions for Public Training Courses

Reviewed: 18 Mar 2014

Cancellation of Course by HFI

HFI reserves the right to cancel any course up to 14 (fourteen) days prior to the first day of the course. Registrants will be promptly notified and will receive a full refund or be transferred to the equivalent class of their choice within a 12-month period. HFI is not responsible for travel expenses or any costs that may be incurred as a result of cancellations.

Cancellation of Course by Participants (All regions except India)

$100 processing fee if cancelling within two weeks of course start date.

Cancellation / Transfer by Participants (India)

4 Pack + Exam registration: Rs. 10,000 per participant processing fee (to be paid by the participant) if cancelling or transferring the course (4 Pack-CUA/CXA) registration before three weeks from the course start date. No refund or carry forward of the course fees if cancelling or transferring the course registration within three weeks before the course start date.

Cancellation / Transfer by Participants (Online Courses)

$100 processing fee if cancelling within two weeks of course start date. No cancellations or refunds less than two weeks prior to the first course start date.

Individual Modules: Rs. 3,000 per participant ā€˜per moduleā€™ processing fee (to be paid by the participant) if cancelling or transferring the course (any Individual HFI course) registration before three weeks from the course start date. No refund or carry forward of the course fees if cancelling or transferring the course registration within three weeks before the course start date.

Exam: Rs. 3,000 per participant processing fee (to be paid by the participant) if cancelling or transferring the pre agreed CUA/CXA exam date before three weeks from the examination date. No refund or carry forward of the exam fees if requesting/cancelling or transferring the CUA/CXA exam within three weeks before the examination date.

No Recording Permitted

There will be no audio or video recording allowed in class. Students who have any disability that might affect their performance in this class are encouraged to speak with the instructor at the beginning of the class.

Course Materials Copyright

The course and training materials and all other handouts provided by HFI during the course are published, copyrighted works proprietary and owned exclusively by HFI. The course participant does not acquire title nor ownership rights in any of these materials. Further the course participant agrees not to reproduce, modify, and/or convert to electronic format (i.e., softcopy) any of the materials received from or provided by HFI. The materials provided in the class are for the sole use of the class participant. HFI does not provide the materials in electronic format to the participants in public or onsite courses.