It has been said that life is about the journey, and not about the destination. But those individuals that have had a bad experience navigating their way through TSA might have a difference of opinion. ; )
To be fair there are numerous issues plaguing the TSA's website, one of them being the overwhelming amount of information. The homepage itself has poor organization combined with a lack of focus that makes navigating this site challenging at best. That being said, after some initial research we discovered that the TSA offers a mobile app that could prove beneficial to travelers, however it is nearly impossible to find on their website.
We began by conducting some user tests to see how difficult it was for individuals to find information relating to the TSA's mobile app and how to download it. The results of those tests proved that navigating to the TSA's app page was difficult and frustrating. The current location of the app page is buried at the bottom of the FAQs page and the quickest path to that page is by conducting a search for the app, that is assuming the user is aware of its existence in the first place.
TSA
Through data gathered from our user research, we concluded that it was necessary to reorganize the information architechture (IA) of the website into a more cohesive and user friendly hierarchy. In doing so we also concluded that the TSA app should be moved to the homepage where it could be more visible and utilized by travelers. As a result this helped to simplify and shorten our user flow.
Once we had created our new IA we began working on low-fidelity prototypes for both mobile and desktop. After our initial prototypes were completed, we conducted more user tests to determine if the changes we had implemented proved to be more intuitive and allow the user to find the TSA app page more quickly.
After making some iterations based on user test we finally arrived at these final prototypes. To see the working prototypes see links below.
Overall the new prototype is better organized, more user friendly and solves the problem surrounding the visibility and accessability of the TSA mobile app. Looking ahead for future improvments we see a stong need for better separation of consumer facing information vs. employee and vendor information.
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