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Web Redesign
BITUAH LEUMI
Israeli National Insurance Website
The Problem
One day I had to look for something on the National Insurance website for my mother. At first glance, the website seemed outdated and busy. When I started looking for what I needed, the search was tedious. Many menus and sub-menus, several different ways to get to the same place, an ineffective search bar and a lot of "noise" that interferes with focusing.
At that moment, I thought that if my orientation on the site is so uncomfortable, how do the older users, the senior citizens who are forced to use the site to exercise their rights, feel? This is how the idea to redesign the site was born, focusing on the senior citizen user flow.
In order to find out whether they deserve an old-age pension, and in what amount, senior citizens need to fill out a long form on the website. First they have to find the way to get to this form. In my design, it was important to me to make this way as simple and clear as possible, and also to make the form more user-friendly than it is now. In addition, since the site is also used by young people at many points in their lives, such as childbirth, family matters, unemployment, medical events and more, it was important to me to make the orientation of the site clearer for them as well, and to make the design more suitable for these users.
My goals were to make navigation on the site significantly easier and intuitive. additionally, I wanted to make the design cleaner and more modern, so that it would be pleasant to use for both older and younger users.
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Research
I met with a number of elderly people and asked them to find on the National Insurance website personal information about the amount of the old age pension they are entitled to. I watched them while browsing for a long time. I found that they get completely lost within the site. Going around in circles among the many menus, and not being able to reach their goal.
This created frustration, in the end some of them gave up on the search and left the site.
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