Orange County Public Defender

The Orange County Public Defender’s Office provides quality representation to indigent clients in an efficient and cost-effective manner. These services are provide through three independent units, the Public Defender’s Office, the Alternate Defender’s Office, and the Associate Defender’s Office.

The Problem

The Public Defender’s Office was seeking to direct users to helpful information through the website and reduce the number of incoming calls. Users call the office directly to seek help and ask questions for content that can be found on the website.

Methods

  • Heatmaps
  • Remove user testing
  • Affinity diagrams
  • Wireframes

Tools

  • Lucky Orange (Heatmaps)
  • Userbob (User Testing)
  • Adobe XD

Summary of Role

  • Research
  • Present findings and reports
  • Low and high fidelity wireframes
  • Conduct hands-on workshop

Discovery Phase

Unlike most projects, we had fewer resources to gather data for usability studies. The previous website lacked any mechanism for tracking analytics and the targeted audience provided a challenge in gathering results for a usable community survey.

Heatmaps confirmed users clicked on the link to the Public Defender’s office significantly more than other links while other links were clicked sporadically and user testing revealed the difficulty in finding information on how to obtain services from the Public Defender’s office as users, under observation, also clicked sporadically through the site.

Initial Wireframes

Our challenge in creating wireframes for the Public Defender’s Office was to call out key services for users to find quickly.

Workshop and Final Wireframes

User experience workshops allow us an opportunity to engage dirtectly with clients to present findings and usability study conclusions, share design recommendations, and collaborate on building the final wireframe. With real-time engagement, we educate the client on usability and design principles and give them confidence in the decisions they make going forward.

Final Steps

With the approval of the final wireframe, the project moved forward to the future phases with findings from the usability studies informating content strategy and the wireframes influencing design and development.

LinkOrange County Public Defender (Website)