Stichting PAWW
Summary
The challenge
How might we reduce the complexity of the PAWW-application process?
The solution
A new mobile-first design that guides users through the PAWW-application check process in a step-by-step and calm manner, making it easier to follow and reducing stress.
Project info
Team
Disciplines
UI design
UX design
UX research
Responsibilities
Tools
User research
Key insights on
current situation
After user testing and personally navigating the PAWW-application flow, I found multiple usability challenges. The design needed to be more intuitive, less overwhelming, and optimized for mobile users.
Confusing flow
Insight 1
Users often thought they’d finished the process but missed more information further down the page.
Solution
Use a step-by-step flow with a clear progress bar showing current and remaining steps.
Stressful
Insight 2
Users feel stressed and struggle to focus when faced with large blocks of text.
Solution
Keep text minimal and concise, using icons to lower cognitive load.
Mobile first
Insight 3
Most users access the site on mobile devices.
Solution
Adopt a mobile-first design to optimize the experience on smaller screens.
Experimenting
Exploring
solutions
I explored and tested 3 different solutions to improve the checker flow. I chose the stepper for its clarity, ease of use, and familiarity, as it is commonly used on many websites. This ensured it was accessible and low-stress for users.
Solution 1. Stepper
Solution 2. Chatbot
Solution 3. Questionnaire
User testing current and new check-tool
Testing
User insights on
prototype
User testing on the prototype received positive feedback. The stepper design was easier and less stressful to navigate. All users were able to complete the process, something they couldn’t achieve on the current design. Minor improvements were implemented in the final iteration.
Necessities
Insight 1
The grey box with necessary information is not noticeable enough
Solution
Highlight key requirements, such as having worked 10+ years and the last employer being affiliated with Stichting PAWW.
Reduce stress
Insight 2
Illustrative visuals are not necessarily required.
Solution
Focus on a clean, straightforward design without unnecessary illustrations to maintain clarity and reduce distractions.
Reading direction
Insight 3
The design directs users to an outcome on the right side, disrupting the natural reading flow.
Solution
Redesign the layout to follow a straightforward top-to-bottom reading direction.
Designing
Improving
accessibility
User testing showed that placing outcomes on the right disrupted reading flow and caused confusion. To address this, I redesigned the outcome layout to follow a top-to-bottom reading direction.
Before. This version directed users to an outcome on the right side, adding an unnecessary step and disrupting the reading flow.
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After. The redesign eliminates the extra step, creating a straightforward, top-to-bottom reading flow.
The final product
New benefits
check-tool
The new layout makes the eligibility check less confusing and stressful for users. Thanks to improved accessibility and more intuitive flow the design scored 7.5 in tests, compared to the old design’s 5, demonstrating a significant increase in user satisfaction.
What did I learn?
"Watching users interact with the old design showed me the importance of making the process stress-free and user-friendly."
