Legal Assistance for Massachusetts

The website for Massachusetts Legal Help was dated and confusing. The design itself was not accessible, and content was only available in English. The site included a clunky user interface that was difficult to manage, and an overly complicated navigation system, and lacked tools to help guide users through complex legal issues.

Improved Organization

The new site needed to include a number of new features for presenting content, including the use of accordions and tabs to make vast amounts of content more manageable. 

Using taxonomy and tagging, we organized content into categories while providing users with a variety of additional tools for “filtering" results to their individual needs. Chapter-based eBooks were generated to handle long, heavily detailed legal guides, while on-page feedback tools allow users to quickly communicate to the client if the page content is useful for their needs.

User Testing

As we moved from design to production, it was time to test how users would navigate the redesigned site.

Working from a script we developed in partnership with the client, we held a series of remotely-conducted user interviews, asking questions and recording observations as they attempted to conduct a series of tasks on the website.

Because of the intended audience for the site, we did two rounds of user testing. The first was in English, while the second was conducted entirely in Spanish.

Based on the results of testing, we then drafted a series of recommended changes and improvements to the site, all in the name of improving the user experience. Our team began implementing changes prior to launch, and continue to do post-launch, as part of our ongoing support.