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+8.1.1 General User Considerations During Identity Proofing and Enrollment |
8.1.1 General User Considerations During Identity Proofing and EnrollmentThe following usability considerations are applicable across all steps of the enrollment process. Additional information about these principles can be found in Sec. 8.1.2, Sec. 8.1.3, and Sec. 8.1.4. To avoid user frustration, streamline the identity proofing and enrollment process and make each step as clear and easy as possible. Clearly communicate how and where to acquire technical assistance. For example, provide helpful information, such as links to an online self-service portal, chat sessions, and a phone number for help desk support. Ideally, sufficient information should be provided to enable users to answer their own enrollment preparation questions without outside intervention. Clearly explain what personal data is being collected and whether collecting the data is optional or not. Additionally, provide information indicating with whom the data will be shared, where it will be stored, and how it will be protected. Ensure that all information presented is usable.
Follow good information design practices for all user-facing materials (e.g., data collection notices, fillable forms).
Write materials in plain language, and avoid technical jargon. If appropriate, tailor the language to the literacy level of the intended population. Use an active voice and a conversational style; logically sequence main points; use the same word consistently rather than synonyms to avoid confusion; and use bullets, numbers, and formatting where appropriate to aid readability.
Consider text legibility, such as font style, size, color, and contrast with the surrounding background. The highest contrast is black on white. Text legibility is important because users have different levels of visual acuity. Illegible text will contribute to user comprehension errors or user entry errors (e.g., when completing fillable forms). Use sans serif font styles for electronic materials and serif fonts for paper materials. When possible, avoid fonts that do not clearly distinguish between easily confusable characters (e.g., the letter “O” and the number “0”). This is especially important for confirmation codes. Use a minimum font size of 12 points, as long as the text fits the display.
Perform a usability evaluation for each step with representative users. Establish realistic goals and tasks and appropriate contexts of use for the usability evaluation.
1. Přehled
1.1 Odkazy1.2 Identifikované požadavky1.3 Související regulace2. Identifikované požadavky
3. Související regulace
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