Empowering Travelers Through Inclusive Design — TSA Cares
As the UX Lead for a high-impact initiative at TSA, I guided the creation of TSA Cares—a new section of the tsa.gov site designed to support travelers with unique needs. This project aimed to address gaps in accessibility and information delivery for passengers with disabilities, medical conditions, religious and cultural considerations, and more.
By employing a user-centered approach, I led the effort to design and launch a platform that shortly after release served an average of 450,000 users monthly. The initiative not only delivered a critical public resource but also contributed to new design standards and a user-first mindset for website development within TSA, earning a Service to the Citizen Award for its impact.
ClientTSA and DHS CXDServicesUX / CX Lead, Strategy, Usability Testing, Information Architecture, Interactive PrototypingYear2023
Background & Objectives
Solving the Information Gap for Travelers in Need
TSA recognized the need for a centralized resource to better support passengers requiring additional assistance during screening. Previously, key information was scattered across tsa.gov, making it hard to find and understand. The Civil Rights & Liberties, Ombudsman & Traveler Engagement Division sought to consolidate access to vital details while addressing the unique challenges these travelers face.
Designing with Travelers and Business Needs in Mind
Balancing user needs with TSA’s operational goals, this project took a user-centered approach to improving accessibility and efficiency. As UX Lead, I guided research, strategy, and design to ensure the platform served both travelers seeking assistance and TSA’s need to streamline support. Centralizing TSA Cares resources not only improved the travel experience for millions but also reduced strain on TSA’s contact centers.
Challenges
Diverse Audience Needs
The TSA Cares site needed to serve a wide array of travelers, including those with disabilities, religious or cultural requirements, tribal or indigenous identification, and gender diversity. Each group had unique needs and expectations for accessing information.
Advocacy Group Coordination
The project required coordination to receive feedback from representatives of TSA’s diverse set of over 300 advocacy groups, whose differing perspectives and priorities were essential to capture to ensure an inclusive design.
Content Refinement
Simplifying technical, legal, and procedural content to fit a clear, web-friendly format was critical to improve comprehension for audiences with varying literacy levels and cultural backgrounds.
Accessibility & Low/No Vision Feedback
Capturing meaningful usability feedback from users with low or no vision required innovative approaches beyond traditional testing methods.
Diverse Audience Needs
The TSA Cares site needed to serve a wide array of travelers, including those with disabilities, religious or cultural requirements, tribal or indigenous identification, and gender diversity. Each group had unique needs and expectations for accessing information.
Advocacy Group Coordination
The project required coordination to receive feedback from representatives of TSA’s diverse set of over 300 advocacy groups, whose differing perspectives and priorities were essential to capture to ensure an inclusive design.
Content Refinement
Simplifying technical, legal, and procedural content to fit a clear, web-friendly format was critical to improve comprehension for audiences with varying literacy levels and cultural backgrounds. .
Accessibility & Low/No Vision Feedback
Capturing meaningful usability feedback from users with low or no vision required innovative approaches beyond traditional testing methods.
Strategy & Execution
Team Leadership & Stakeholder Engagement
I led an interdisciplinary UX team, collaborating with researchers, designers, content writers, advocacy group coordinators, and project managers to execute the redesign. To ensure clear workflows and phased delivery, I developed a Standard Operating Procedure (SOP) that outlined roles, responsibilities, and project milestones for my team. I also supported sync meetings with internal and external stakeholders to keep progress aligned with TSA’s strategic goals.
User-Centered Research & Testing
To represent the site’s many audiences effectively, I led the development of a usability testing strategy that enabled the testing team to gather feedback from representatives of key user groups through use of the TSA’s network of over 300 advocacy groups. This process included developing a unique low-tech method to capture feedback from users with low or no vision, ensuring their needs were met in the final design. This research identified issues such as key missing information, navigation issues, and inaccurate terminology, which informed key design updates.
Accessibility & Inclusivity
Accessibility was a cornerstone of the project. I worked closely with designers and content writers to ensure the site adhered to WCAG standards and was inclusive for all users. For example, the site provided resources tailored to specific populations, such as gender-diverse travelers and passengers with disabilities, while maintaining clarity and usability across all content.
Content Strategy & Plain Language
Collaborating with legal representatives and subject matter experts, I refined complex procedural content into plain language suitable for a wide audience. The redesigned site included intuitive navigation and clear labeling, allowing users to find relevant information easily.
Iterative Design Process
Using insights from usability testing, I oversaw iterative improvements to the site’s layout, structure, and content. Testing with a broad number of user groups and collaboration with developers ensured the implementation aligned with the design vision and usability goals.
Results
Award Winning Initiative
As part of a TSA team, I earned a Service to the Citizen Award for delivering excellence in digital services, highlighting our user centered processes.
450,000+ Users Per Month
TSA Cares serves in excess of 450,000 users per month, providing a vital resource for travelers who want information on screening procedures.
Enhanced Content Clarity
Simplified, user tested, plain-language content increased comprehension for users with varying literacy levels, fostering trust by increasing usability.
Federal CX Alignment
The project fulfilled TSA’s commitment to inclusivity and accessibility, aligning with broader federal directives for CX improvement.