January Discovery Research
Phase: Discovery
Audience
- Funding Project Team, Stakeholders, Product Owner & Customers
What we discovered
| Learning | Area |
|---|---|
| 💡 Basic application form |  |
| people were confused about where to go next | Navigation |
| that our dropdown taxonomy’s confused people and they would just guess at an answer if forced to do so | Language |
| users expected a bit more info, such as timescales and what would be involved, before applying | Timescales |
| users call things different names than we do | Language |
| users expect Help when things get complicated | Help |
| Mixing Search & Filter never ends well | Navigation |
| acronyms confuse users | Language |
| 💡 Basic Account Space |  |
| Search is always a tricky issue | Navigation |
| dropdown options are problematic | Navigation |
| our language is an issue | Language |
| buttons and call to action’s need to be clearer and more obvious | Layout/Design |
| we ask people about our systems and not ‘about what they are actually trying to do’ | User sentiment |
| 💡 Submit Application |  |
| users are used to doing online applications and have done several for other reasons | Account/ Login |
| users want to know quickly if there are issues | Notifications/Alerts |
| SE needs to be clearer about what we are asking for. | Language |
| Help needs to be there when needed | Help |
| some users are still nervous about not having an advisor look at this stuff first | User Sentiment |
| users are happy to upload documents. They do need to know what formats, size limits etc.. are needed up front | Upload |
| Users often want to upload all their documents at one time. | Upload |
| They expect to be uploading them for a reason | Upload |