Making it easier to request information from German public authorities

SOLUTION

We wanted to make the search feature more helpful in narrowing down the set of authorities, so we combined keyword-based search with several filters.

To find out which filter categories would be intuitive in this context, we conducted usability tests on different iterations of the search feature. Our goal was to understand how people mentally organize governmental institutions.

One interesting insight from these tests was that users tend to examine the filter values first and then infer the filter category's meaning from them, rather than relying solely on the category name. Hence, having filter values that convey a consistent story is at least as important as finding precise category names.

Additionally, rather than asking users to pick one of the search results straight away, we now provide them with more context: for each result they can access links to the official website of the authority and to the FragDenStaat archive. This allows them to explore existing requests sent to that authority.

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BACKGROUND

There’s a large archive of already submitted information requests, along with replies from authorities. 

THE Problem

Some users overlook the archive feature and directly start writing their own information request without checking if the relevant information already exists.

In the previous version, the archive was automatically checked for related requests, but only after users finished writing their own. This step came too late in the flow, creating potential frustration: users would find out that they had wasted their time crafting a request when they discovered a similar one already existed.

SOLUTION

We introduced a dedicated step in the flow that prompts users to search the archive before proceeding. Users can search by keyword and apply various filters to refine their results.

The search results are designed to be easy to skim through. They offer a glimpse of the request along with important information like the name of the contacted authority and the current state of the request. This allows users to quickly grasp the context and relevance of each result.

We used a simple traffic color scheme (the green, red and yellow tags above) to indicate what the current state of a request is (successful/not successful/in progress). This scheme replaces the previously used icon set, which consisted of nine different icons. The icons were visually hard to distinguish and contained distinctions that were too fine-grained for the average user.

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Background

Privacy settings on the platform are complex. While the authority that a user writes to will always receive this user's name, users can decide if they also want their name to be publicly displayed alongside their request on the platform. They can additionally decide if they want their request to be published immediately or to hold off on making it publicly available, for example because it’s part of their investigative research.

The problem

In the previous version, the privacy settings were not clearly explained in one place. Instead, they were spread out across long forms and occasionally presented in ways that sounded contradictory.

Based on support requests, users often feel confused by the privacy settings. For example, some are unaware that their request will be publicly visible on the website with their name included, leading to frustration.

We also hypothesize that a lack of clear communication about privacy settings might cause potential users to worry and might even make them drop out of the registration process. 

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THE Problem

Many platform users only have a basic understanding of FOI and struggle with how to apply it. They don’t know what information they can request or how to formulate their requests effectively.

Although FragDenStaat has a help section, it is not seamlessly integrated into the information request process. Users would need to leave their current context and actively search for assistance.

SOLUTION

First, we placed foundational help content about FOI on a separate page at the beginning of the flow, opting for an easy-to-digest video format. So as not to patronize returning users, we made this page skippable.

Second, throughout the flow, we incorporated answers to relevant questions directly within the context where the questions arise. The help content opens in an accordion, allowing users to access it without being taken away from their current context.

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BACKGROUND

FragDenStaat also runs crowd campaigns, where large numbers of users submit thematically related information requests to highlight a certain transparency deficit.

When users visit the website, they have two options: they can either join one of these crowd campaigns or submit their own information request on any topic they choose.

THE Problem

Not all users are aware of this distinction and some end up in the wrong place. Specifically, users who intended to participate in a crowd campaign they saw advertised elsewhere mistakenly enter the flow for writing their own information request. We want to guide these users to the correct page as early as possible.

The previous version of the site used a banner for this purpose, but there were some immediate problems with this approach. First, the banner was visually heavy and contained two prominent calls-to-action. Usability testing showed that it distracted users, making it harder for them to focus on the main purpose of the page. Second, due to a phenomenon known as "banner-blindness" some users may overlook or ignore the banner altogether and never read its contents.

SOLUTION

Instead, to screen for lost users who are looking for crowd campaigns, we prefixed the flow with an explicit question: “What would you like to do?” Usability testing had revealed that users are unfamiliar with the website's terminology of "campaigns" versus "information requests." We therefore avoided using the term "campaigns" and instead provided detailed explanations of the available options.

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