The CBP OIT Design System is a comprehensive design resource that streamlines the look and feel of CBP digital applications.
I have omitted and obfuscated confidential information in this case study. All information in this case study is my own and does not necessarily reflect the views of CBP.
I performed an evaluation on three websites as a starting point for my research. Below is an example of my evaluation of the ESTA website.
The buttons hold the same shape, color, and typography. However, there are too many calls to action on the homepage – seven in total.
Recommendation: One or two buttons on the homepage allowing the user to get started, rather than seven, is ideal.
VISIBILITY OF SYSTEM STATUS
The process flow for the “Enter Applicant Information” section of the website has an overwhelming amount of form fields.
Recommendation: Using dividers is the best way to reduce overwhelm by visually breaking questions up.
RECOGNITION RATHER THAN RECALL
The help page provides numerous options for additional information, but it is not supplemented with a search field.
Recommendation: Provide a search option for FAQ’s since there are so many.
Once chosen, the mood board served as the direction for brand design.
As a result of my testing, I found and corrected issues primarily in the navigation and organization of the content on the website. Below is a sample of the questions I asked users to complete. For 6 of the 12 surveyed, I sat with users in order to track behavior.
A living website that is never truly complete, the current OIT Design Guide stays true to the identity statement conceived at the beginning of our work: “The CBP visual identity will be structured and modern with an official feel. It will have a clean and simple aesthetic balanced with unique tones that speak to its brand. It will be vibrant and progressive while staying grounded and relevant to its audience.”