CUTGroup 11 – Expunge.io In-person Test on August 28, 2014

1

Overview: For our eleventh Civic User Testing Group (CUTGroup) test, we tested the Expunge.io website, which is created for people with juvenile records in Illinois. This website aims to clarify the juvenile expungement process with the hope that more people get their records erased. This CUTGroup happened in partnership with Mikva Challenge Juvenile Justice youth. Target Group: For this CUTGroup test, we did not do the normal outreach by e-mailing our CUTGroup participants. Instead, Mikva Challenge invited some of their youth to participate in the test. Smart Chicago Collaborative invited these youth to become regular members of the CUTGroup, and all of the youth ended up signing up.

Test Type:

• Focus group style test, where testers answered questions via a form, but we also discussed the website as a group

• Proctors asked a variety of questions: o “Yes” or “no” questions to gather quantitative results o Open-ended questions to see what users were interested in doing o Leading questions are asked so users will visit specific areas of the website and respond

with their experience • Testers used Macbook Air laptops that were provided by Mikva Challenge and answered

questions which were captuted via a form

Questions:

Is Expunge.io easy to use? Do users like the website? Are there any problems/issues using the website?

What stands out on Expunge.io? What do users remember? Do users have a good understanding of the expungement process after visiting the website? Do they want to share information with others? How can Expunge.io be improved?

CUTGroup 11 – Expunge.io In-person Test on August 28, 2014

2

Results: 7 testers participated in this CUTGroup test and gave us their feedback. Below are highlights from all of the questions.

About You Responses What type of device are you using for this test? All of the testers were using Macbook Air laptops for this test.

How much time do you spend on the Internet a day? 57% (4) – 4 or more hours 43% (3) – 1-2 hours 0% - 2-3 hours 0% - Less than an hour What do you typically do online? Here are the top responses we heard:

5 out of 7 testers mentioned that typically use socially media while online 4 out of 7 testers mentioned that they do homework 1 tester mentioned they watch TV shows online 1 tester mentioned making videos on Youtube

What is your favorite app or Web site that you use on a daily basis? Here are the responses and the number of times the app or website was mentioned: (2) – Facebook (2) – Instagram

(1) – Twitter (1) – Tumblr (1) – Snapchat (1) – Google (1) – Gmail (1) – Ask.fm (1) – Kik (1) – Youtube (1) – Oxygen app

Which of these social media outlets do you use?

• 100% (7 out of 7 testers use) – Facebook • 71% (5 out of 7 testers use) – Instagram

CUTGroup 11 – Expunge.io In-person Test on August 28, 2014

3

• 43% (3 out of 7 testers use) – Twitter • 28% (2 out of 7 testers use) – Other: Snapchat • 14% (1 out of 7 testers use) – Other: Soundcloud • 0% (0 testers use) – Google Plus

Do you typically share information you find online through social media? 86% (6) – Yes 14% (1) – No

Why or why not?

4 out of the 6 testers who typically share information through social media do so to share information. Aggressive Artistic Activist (#1) says “It is my goal to educate and self-educate.” MJ (#6) shares “just to bring awareness to things.” Polar Bear (#3) does not share on social media because it is “A very long process to do so.”

Can you tell us anything you already know about the juvenile expungement process? Testers responded before reviewing the website:

Aggressive Artistic Activist (#1): “All I know is that it is an entity in play to reprimand youth who haven’t done anything serious enough to be tried as an adult for.” The Introvert (#2): “Almost 99% of expungement requests are passed but not a lot of people know about it.” Polar Bear (#3): “Young people who have a criminal background have a chance to have that removed.” Someguy (#4): “I know that you have to fill some forms before you are expunged.” Brinsony (#5): “I know that your record is hidden from employers” MJ (#6) did not know/share anything about the juvenile expungement process. A Believer (#7): “You are able to expunge your record once you hit 18.”

Have you ever been in contact with the police while you were under 17 years old?

86% (6) – No 14% (1) – Yes

CUTGroup 11 – Expunge.io In-person Test on August 28, 2014

4

App Review Review the homepage. What do you think this Web site does? Here are some responses from testers:

The Introvert (#2) says that this website “Gives a brief review about what the process is and how to go about it.” Someguy (#4) says that “It defines clearly the steps a juvenile needs to take to have their records expunged. Also gives more information about the process as well as legal aid for the expungement process.” 3 testers liked the homepage, and 2 testers specifically liked the colors, but MJ (#6) says, “I feel like there are some things missing on the homepage. I would add an image behind the words to make it more ‘in-your-face’.”

Without looking back at Expunge.io, take a sheet of paper and draw the homepage to the best of your ability. Focus on the things you remember seeing! After you are done, tell us three things you noticed specifically. When testers were asked to draw what they remembered about the Expunge.io website, the majority of testers (6 out of 7) drew three boxes that represented the steps of the process. Most of these testers, however, could not recall what each step was. Here are a few responses from testers:

Aggressive Artistic Activist (#1) remembers “A very simple set up; steps to follow in order to expunge.” MJ (#6) remembered this text “If you have been arrested when you were under the age of 17, you probably have a juvenile record.”

Explore the site. What's the first thing you do? 43% (3) – Click “About” 14% (1) – Click “Start” 14% (1) – Click “Legal Aid!” 14% (1) – Click “Find out how” 14% (1) – Click FAQs 0% – Click “Get Paperwork” 0% – Click Social Media 0% – Click Other

CUTGroup 11 – Expunge.io In-person Test on August 28, 2014

5

Tell us more about the first thing you did. There was not a clear first thing that the majority of testers did. Only 1 tester clicked “Start.” Here is more information about why some testers chose what they did.

An Introvert (#2) chose “About” and then went “back to home and look at Legal Aid because it's bolded and seemed interesting.”

Someguy (#4) clicked “Legal Aid!” and said “I was also compelled to click the first box, but the top right tabs were also very interesting. I first clicked the legal aid because it seemed very helpful and interesting to see a tab that offers direct help to users.”

Brinsony (#5) chose FAQS “because I naturally look for more information I do something. I read over the cost of expungement and wanted to know more about the fee waiver.”

Please click "Start" on the "Find out if you're eligible for juvenile expungement" section and go through the process. Tell us about this experience.

3 out of 7 testers mentioned that the process was “easy” or simple to understand. Someguy (#4) said “The questions were very concise and when I went through the process they clearly told me… that my criminal record could not be expunged, why I was not eligible and how to go about with the expungement process.” 4 out of 7 testers also could not go through the entire process because of their access being restricted due to parent controls. This happened when testers clicked that they were “18 & older” or the “I’m not sure” options. MJ (#6) thought that if you do not have a record, “There should a page where it says something like ‘Congratulations! You don’t have a record! Here’s what you can do to help others…”

Was this process easy? 71% (5) - Yes 29% (2) – No

Why or why not?

All of the testers who said the process was easy explained the process and questions as “easy,” “short,” and “simple” to complete. Aggressive Artistic Activist (#1) said “The language is user friendly and buttons are clear and instructions are plain.” 2 out of 7 testers who said “No” the process was not easy experienced the same problem of having access restricted by parental controls when getting to certain points of the process.

CUTGroup 11 – Expunge.io In-person Test on August 28, 2014

6

What percentage of expungement requests do you think are granted each year? 43% (3) – Over 90% 29% (2) – 30 – 50% 14% (1) – 70 – 90% 14% (1) – 10 – 30% 0% – 50 – 70% 0% – Less than 10%

How would you describe this Web site to a friend? 3 out of 7 testers would describe this website as “easy” or “simple” to use. Here are some responses we heard:

Polar Bear (#3) says “It’s easy to apply and not discriminating.” Someguy (#4) says “It’s a cool website that helps get your record clean. It is super clear and tells you how to go about getting your records expunged even if you are not eligible.” MJ (#6) says “It’s a site that you can [use to] make your record go away.”

What are three pieces of information you learned from exploring the site?

4 out of 7 testers (57%) learned that they have to pay for the expungement process. Out of these testers, only 1 tester mentioned the fee waiver. 3 out of 7 testers (43%) learned that you have to be over the age of 18 in order to expunge your records. 2 testers mentioned that they learned about needing their rap sheets. In addition, 2 testers mentioned the fact that Expunge.io helps you get in contact with a lawyer.

Would you share this Web site through your social media to people in your networks?

100% (7) – Yes 0% – No

Why or why not? All of the testers said they would be willing to share this website in order to help people they know. Here are some of the answers we received:

The Introvert (#2) says “I think that it’d help some of my peers at my school because I know that they have been arrested on more than one occasion. Brinsony (#5) says “Because I have a lot of friends who could use this.”

CUTGroup 11 – Expunge.io In-person Test on August 28, 2014

7

A Believer (#7) says “Yes because I would want to change my friend’s life by taking off their crime…”

Do you like this website?

86% (6) – Yes 14% (1) – No

In what ways would you improve Expunge.io?

3 out of 7 testers (43%) thought that the age boxes (under 16, 17, over 18) should be clearer. Polar Bear (#3) said that the website needs to “be more specific especially if one that isn’t 18 and can’t do this will want to know from the start.” 2 out of 7 testers (28%) did not give clear ways to improve Expunge.io, and Aggressive Artistic Activist (#1) thought all was needed was that Expunge.io should be promoted more. 2 out of 7 testers (28%) wanted to see clearer information about cost and the fee waivers associated with it. MJ (#6) said he did not like this website because “I’m in between. I feel like there needs to be more professionalism on the page. Polar Bear (#3) believes that the social media component should be more noticeable.

Do you like the CUTGroup?

100% (7) – Yes 0% - No

Did you like this CUTGroup test? 100% (7) – Yes

0% - No

Anything else to add?

Someguy (#4) says “The CUTGroup was very comfortable. [This] was a friendly experience.”

CUTGroup 11 – Expunge.io In-person Test on August 28, 2014

8

Conclusions Is Expunge.io easy to use? Do users like the website? Are there any problems/issues using the website? The majority of testers thought that Expunge.io was really easy to use. The language on the website was described as “plain” or “simple” and testers thought the steps were easy. 6 out of 7 testers (86%) liked the website, and the 1 tester who did not like the website was “in between.” The biggest issue that needs to be addressed is the fact that some users cannot get through the step-by-step expungement process on the website because of access being restricted by parental controls. This happens to be the case when the links have language that includes words like “adult:”

• http://www.expunge.io/adultrecord • http://www.expunge.io/adultorjuv

Since this website is driven by youth, it is important that youth can access the website at schools and at home and these links should changed so it will not be flagged by parental controls.

What stands out on Expunge.io? What do users remember? Do users have a good understanding of the expungement process after visiting the website? When testers were asked to draw the homepage, 6 out of 7 testers remembered the three boxes/steps. These testers, however, were not able to recall the steps specifically or what each step is. The two pieces of information that really stood out for testers was the fact that there was a cost associated with the expungement process and that you needed to be over 18 before your record was expunged. During the session, some testers felt like this information needed to be better represented at the beginning of the process. Even though there is a fee waiver, testers were stuck on the fact that they would have to pay for the expungement process. Some testers felt that if they are sharing this with their peers and friends, they would not want this type of information to be “hidden.”

Do users want to share information with others? 6 out of 7 testers generally share information through social media on regular basis. When asked if they would be willing to share information about Expunge.io, all testers were willing to share information to help their friends and the people they know. When asked to draw the homepage, only one tester noticed the social media icons on the bottom of the page. Polar Bear (#3) thought that the social media component should be more noticeable. MJ (#6) thought that if you do not have a record, “There should a page where it says something like ‘Congratulations! You don’t have a record! Here’s what you can do to help others…” By providing users a clear call to action would allow more users to help others and share information.

CUTGroup 11 – Expunge.io In-person Test on August 28, 2014

9

How can Expunge.io be improved? Access Restrictions We learned that through this test that links that have the word “adult” triggers the parental controls and restricts access to the website. Since this is a youth driven website, all links need to be changed to have youth-friendly language so youth can visit Expunge.io at any location. More information about process Testers wanted more information about the expungement process cost, fee waivers, and the age restrictions to be more noticeable at the beginning of the process. Most testers felt that if they are sharing this type of information with their friends, it should not be “hidden” in the website but be clear and upfront. Polar Bear (#3) said that the website needs to “be more specific especially if one that isn’t 18 and can’t do this will want to know from the start.” More information found in the FAQs should be added to the homepage. Call to Action Testers were very interested in sharing this information to their friends and peers because they thought it was important to “help.” Social media should be used more often as a call to action. On this page, as an example, even if the youth is not eligible to apply for juvenile expungement, there should be a call out to share with their networks to spread information about the juvenile expungement process.

CUTGroup 11 – Expunge.io In-person Test on August 28, 2014

10

Tester #: 5

Tester Profile (given by tester): brinsony

Did a Proctor fill out this form? No What type of device are you using for this test? macbook air

How much time do you spend on the Internet a day? 1 - 2 hours What do you typically do online? Write papers, Facebook Which of these social media outlets do you use? Facebook

Do you typically share information you find online

through social media? Yes

Why or why not?

Because I want to info other of tragic things and info them how to change.

Juvenile Expungement Review

Can you tell us anything you already know about the juvenile expungement process? I know that you record is hidden from employers Have you ever been in contact with the police while you were under 17 years old? No

Review of website

Review the homepage. What do you think this Web site does? I like the green colors and I was encourage to go to the Faqs sheet next. Without looking back at Expunge.io, take a sheet of paper and draw the homepage to the best of your ability. Focus on the things you remember seeing! After you are done, tell us three things you noticed specifically? I knew there were 3 different button to click on. The green color. and it had a faqs page. Explore the site. What's the first thing you do? Click FAQs

Tell us more about the first thing you did.

I picked out the faqs page first because I naturally look for more information I do something. I read over the cost of expungement and wanted to know more about the fee waiver.

Please click "Start" on the "Find out if you're eligible for juvenile expungement" section and go through the process. Tell us about this experience. Parental control stop me from finding out about the details since I wasn't sure. Was this process easy? No

Why or why not?

because I don't have a record and when I clicked I don't it was blocked by paren†al controls.

What percentage of expungement requests do you think are granted each year? 70 - 90% How would you describe this Web site to a friend? It is a easy site to use and get your record expunged. I would tell them to use it. What are three pieces of information you learned from exploring the site? That it is a possible way to get your juvenile record expunged. That you have to pay for expungement. Finally, That you need a rap sheet. Would you share this Web site through your social media to people in your networks?

Why or why not?

Because I have a lot of friends who could use this.

Yes Do you like this Web site? Yes In what ways would you improve Expunge.io? To give them more access to the fee waiver. Do you like the CUTGroup? Yes Did you like this CUTGroup test?

Yes

Anything else to add?

2014-08-28 17:26:19

Focus Group Test: Expunge.ioThanks for participating in our test of Expunge.io, a Web site that helps with the juvenile expungementprocess.

About youFirst, some preliminaries. Keep in mind that we are going to publish the results of this test, but will not associate yourname or email address with the results.

About your internet and device useWe are interested in learning a little bit more about what you do on the internet.

First Last

Name *

Email *

Give yourself a tester profile. *

What type of device are you using for this test? *

Less than an hour

1 - 2 hours

2 - 3 hours

4 or more hours

How much time do you spend on the Internet a day?

What do you typically do online? *

What is your favorite app or Web site that you use on a daily basis? *

Facebook

Twitter

Google Plus

Instagram

Other

Which of these social media outlets do you use?

Juvenile RecordsWe want to ask some questions about whether or not your have a juvenile record or not. Feel free to give as little or asmuch information as you like, and know that we will not associate your results with your responses.

Website reviewLet's review the website!

If other, what do you use?

Yes

No

Do you typically share information you find online through socialmedia? *

Why or why not?

Can you tell us anything you already know about the juvenileexpungement process? *

Yes

No

Not sure

Have you ever been in contact with the police while you were under17 years old?

Review the homepage. What do you think this Web site does?

Without looking back at Expunge.io, take a sheet of paper and draw

the homepage to the best of your ability. Focus on the things youremember seeing!

After you are done, tell us three things you noticed specifically? *

Click Legal Aid!

Click "Get paperwork"

Click social media

Click About

Click "Start"

Click FAQs

Click "Find out how"

Other

Explore the site. What's the first thing you do? *

Tell us more about the first thing you did. *

Please click "Start" on the "Find out if you're eligible for juvenileexpungement" section and go through the process. Tell us about thisexperience. *

Was this process easy? *

Overall review of Expunge.ioAlmost done.

Yes

No

Why or why not?

Less than 10%

10 - 30%

30 - 50%

50 - 70%

70 - 90%

Over 90%

What percentage of expungement requests do you think are grantedeach year? *

How would you describe this Web site to a friend? *

What are three pieces of information you learned from exploring thesite? *

Yes

No

Would you share this Web site through your social media to people inyour networks? *

Why or why not?

Overall review of the CUTGroup experience

Yes

No

Do you like this Web site? *

In what ways would you improve Expunge.io? *

Yes

No

Do you like CUTGroup? *

Yes

No

Did you like this CUTGroup test? *

Anything else to add?