SHIR ELAZARI
IDF Reserve duty
Mobile and Desktop | Web
My role: Research and UX Design.
The Reserve Service website is designed to provide relevant information and digital services to IDF reserve soldiers.
Purpose of the Initiative
The Reserve Service website was outdated and did not meet the needs of the service members.
The goal of the website renewal was to enhance the connection with reserve soldiers and increase their satisfaction while reducing inquiries to the ״Mushlam״ call center.
Work Process
Observations and Listening at the Mushlam Call Center
Interviews with Reserve Soldiers and Focus Group with Human Resources Officers
Analysis of Data and Inquiries to the Call Center
Benchmark- Learning from Similar Interfaces
Ideation and concept
Information Architecture and detailed ux
Concept - Guiding Principles:
One-Stop Shop - A Home for Reserve Soldiers.
Transparency and Reliability of Information.
Providing a Sense of Recognition Through
Personalization.
Delivering Relevant Information Proactively at Every
Moment.
Addressing All Reserve Soldiers with Language Understandable to Every User.
The website content will be tailored according to the stage the reserve soldier is in:
New Reservist
Active Service Member
Retiring Soldier
UI Kit
Wireframes:
Screens
The Reserve Service website was outdated and did not meet the needs of the service members.
The goal of the website renewal was to enhance the connection with reserve soldiers and increase their satisfaction while reducing inquiries to the ״Mushlam״ call center.
Purpose of the Initiative
Work Process
Observations and Listening at the Mushlam Call Center
Interviews with Reserve Soldiers and Focus Group with Human Resources Officers
Analysis of Data and Inquiries to the Call Center
Benchmark- Learning from Similar Interfaces
Ideation and concept
Information Architecture and detailed ux
These needs should be addressed in the development of the website concept, focusing on the personal area.
A total of 196.5K inquiries in 14 months:
After Interviewing Reserve Soldiers I analyzed their needs:
74% of reservists are registered on the website.
Most reservists are motivated to perform actions through the website, independently of other factors.
90% of reservists are under the age of 40.
The type of content and the look and feel of the website need to be suitable for a young audience.
A Few Words About the Research
For 67% of the inquiries to the phone center, the website already provides a response today.
Accessibility of information
There is great difficulty in navigating and locating relevant information on the site.
The personal information presented on the website for reservists is incomplete, so it directs them to the call center and personnel officer/commander to complete the information.
The use of military jargon is not understandable to civilians.
Performing actions on the website
Currently, the response to inquiries through personnel officers is faster and more efficient than inquiries made through the site, making the site less relevant.
Access from mobile devices is limited and inconvenient.
Main Issues
The needs of reserve soldiers change according to their life stage and their stage in reserve service.
The Reserve Service website currently contains most of the information that reserve soldiers need; however, the information is not presented in an intuitive and clear manner.
Reserve soldiers prefer to receive real-time information and perform actions digitally without relying on human assistance, but currently, they turn to other channels.
They expect to be recognized along with their needs and want to feel part of a community.
Findings and Insights
A process of mapping and analyzing the content of the existing website was conducted, along with card sorting questionnaires to understand the users' gaps.
After implementing the insights, a new information Architecture was created, and Tree Testing surveys were conducted to test it:
The headings should clearly and intuitively reflect the content of the page for the user, minimizing the multiple choices available to the user.
New Information Architecture
One-Stop Shop - A Home for Reserve Soldiers.
Transparency and Reliability of Information.
Providing a Sense of Recognition Through Personalization.
Delivering Relevant Information Proactively at Every Moment.
Addressing All Reserve Soldiers with Language Understandable to Every User.
The website content will be tailored according to the stage the reserve soldier is in:
New Reservist
Active Service Member
Retiring Soldier
Concept - Guiding Principles:
UI Kit
