City of Mesa (Project Cities) - Natural Gas Survey form Redesign

Role

UX Designer
UX Reseacher

TOOLS

Google Docs, Google Sheets, Zoom

CLIENT

City of Mesa (Project Cities)

TIMELINE

Sep 2024 - Dec 2024
(13 weeks)

INTRODUCTION

The City of Mesa, through the Project Cities Innovation Program, aimed to assess and improve their natural gas safety survey to ensure effective communication of safety protocols, higher user engagement, and meaningful data collection.

PROBLEM STATEMENT

The existing survey had technical jargon, unclear structure, and limited contextual clarity, which hindered user understanding and participation. Our team was tasked with identifying these gaps, evaluating user responses, and recommending improvements to make the survey more accessible, clear, and actionable.

OBSERVATION

  • Evaluate the clarity, usability, and effectiveness of the existing survey form.
  • Identify usability issues, user frustrations, and gaps in public knowledge.
  • Redesign the survey to improve user engagement and data accuracy.
  • Provide actionable recommendations for enhanced safety messaging and communication strategies.

Research Questions

  • How effectively does the current survey communicate safety protocols?
  • Are users able to understand and respond to technical survey questions?
  • What are the key usability issues affecting engagement and data accuracy?
  • How can the survey be redesigned to better serve its purpose?

Methodology

Research Methods Used:

  • Pre-Task Survey: Gathered baseline knowledge and expectations from participants.
  • User Interviews: Conducted semi-structured interviews with 4 participants from Mesa City.
  • Think-Aloud Protocol: Observed participants verbalizing thoughts while interacting with the survey.
  • Post-Task Feedback: Collected user reflections and suggestions after completing the survey.

Participants:

  • Number of Participants: 4
  • Demographics: Business owner, realtor, insurance agent, daycare operator.
  • Recruitment Criteria: Participants who interact with natural gas utilities frequently.

Data Collection Methods:

  • Real-time behavioral observations.
  • Open-ended post-task interview questions.
  • Feedback forms capturing perceptions of task difficulty and clarity.

Screenshot from User Interviews

KEY FINDINGS

1. User Familiarity with Natural Gas:

  • Users had varying knowledge of natural gas appliances.
  • User Quote from the interview: "I manage the bills, but I’m not sure which appliances use natural gas.

2. Safety Practices:

  • Users had basic knowledge of leak protocols but lacked clarity on emergency contact numbers.
  • User Quote from the interview: "I’d leave immediately, but I don’t know which number to call first."

3. Pipeline Awareness:

  • Limited awareness of nearby natural gas pipelines.
  • User Quote from the interview: "I’ve never thought about where pipelines might be."
  • CO-related questions caused confusion.
  • User Quote from the interview: "I didn’t connect carbon monoxide to gas leaks until now."

4. Carbon Monoxide Awareness:

5. Survey Experience:

  • Overall survey experience was positive, but technical terms and some questions were challenging.
  • User Quote from the interview: "The survey was easy, but some terms went over my head."

6. Gas Meter Safety:

  • Users knew not to obstruct gas meters but were unsure of their location or emergency protocols.
  • User Quote from the interview: "I wouldn’t know where to find the meter or how to turn it off."

Key Insights

  • Survey clarity is hindered by technical jargon and poorly contextualized questions.
  • There’s a significant gap in user knowledge about emergency protocols.
  • Scenario-based questions would help assess real-world decision-making better.
  • Educational materials are needed to improve familiarity with gas meter safety and CO awareness.

Recommendations

  • Simplify Technical Questions: Use clear phrasing and provide contextual hints.
  • Incorporate Realistic Scenarios: Add scenario-based questions to simulate real-life situations.
  • Highlight Emergency Protocols: Ensure critical numbers and steps are explicitly stated.
  • Focus on Meter Safety: Include questions about meter location and emergency shut-off knowledge.

Survey Comparison
(Old vs. New)

Old Survey Form

  • Too Technical: Users struggled with complex terms.
  • Unclear Questions: Vague wording caused confusion.
  • Missing Scenarios: Emergency steps weren’t clear without real-life context.
  • Poor Flow: Repetitive questions led to fatigue.
  • CO Confusion: Carbon monoxide questions lacked clarity.
  • Meter Safety: Users didn’t know where or how to shut off their gas meter.
  • Not Fully Accessible: Survey wasn’t user-friendly for low-literacy or multilingual users.
  • No Feedback Option: Participants couldn’t add extra input or suggestions.

New Survey Form

  • Simplified Language: Made questions easier to understand.
  • Better Flow: Reordered questions for smoother navigation.
  • Real-Life Scenarios: Added practical gas leak situations.
  • Visual Enhancements: Used icons and visuals for clarity.
  • Emergency Steps: Clearly listed what to do and who to call.
  • CO Awareness: Clarified symptoms and relevance to gas safety.
  • Meter Safety: Included questions on meter location and shut-off.
  • User Feedback: Added space for extra thoughts and suggestions.

Outcomes and Impact

Survey clarity
improvement

25%

30%

Increase in User Engagement

40%

Improved
Data Accuracy

Participants
from city of mesa

4

This project emphasized the importance of balancing technical accuracy with user-friendly design. Conducting real-world usability testing underscored the value of listening to users to create practical and effective communication tools.

Reflection (What I Learned)

  • Pilot test the redesigned survey with a broader audience.
  • Expand educational outreach with multimedia resources.
  • Continuously collect feedback and refine safety materials over time.

Next Step

Previous

Circle the City (Healthcare) - Revamped