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→Determining actionable insights for improving your form
'''What challenges are users experiencing in their journeys?'''
Consider how you discover the challenges your users are experiencing as part of their user journey. Are your users completing their tasks or are applications being abandoned? If people are getting stuck, where in the process is that happening? Consider the service design of your application process. There are a number of methods to conduct user research. Behaviorally, you can watch what people do by looking at metrics. Qualitatively, you can determine why and how users are doing what they do through usability testing, interviews, and focus groups. Attitudinally, you can assess what people say through surveys and check the information architecture of the forms through exercises like card sorting. Quantitatively, you can look at reports, list views, and statuses to see how many people are finding challenges and in which areas. By analyzing trends in with incomplete fields and applications you may be able to gain insight into potential roadblocks.
Keep in mind there may be many users in your system such as applicants, program managers, reviewers, stakeholders, funders, and administrators. Each user role may have different challenges to consider. Beyond user roles, the people in your system also have differing abilities and expertise levels so be mindful to be inclusive.
