University of Maryland, Baltimore County (UMBC)
Define the Goal
Redesign the International Student & Scholar Services (ISSS) website to better support international students in remaining compliant with immigration regulations.
Objective 1
- Simplify and reorganize content on website pages so that information about immigration processes are clearer and easy to understand
Objective 2
- Develop additional learning materials to support multimodal types of communication
Background
International students who arrive in the U.S. with an F-1 immigration status need to comply with strict immigration regulations. For example, F-1 students must enroll full time every fall and spring semester, and receive proper work authorization prior to beginning work.
Many international students are unfamiliar with U.S. systems and culture. Additionally, most international students who attend university in the U.S. learned English as a second language. International students have difficulty understanding technical immigration terms and seeking resources they need to comply with the law.
The ISSS office provides immigration advice and resources for F-1 international students to maintain their immigration status while they complete their studies in the U.S. One way the ISSS office offers support for international students is by utilizing the website as a resource for students who need general information and guidance. For example, the website details important regulations students should know and outlines how to apply for work permission.
Problem Space
“It’s too much text! I’d rather talk to an advisor”
Advisors in the office asked international students questions about the ISSS website after advising appointments. Advisors asked students if they used the ISSS website, and if so, how often, and whether the website was able to answer their questions. Students replied that the website had “too much text,” the “information was confusing,” and that they “rather talk to an advisor” for direct answers.
Students often scrolled through a page without reading the content. The previous ISSS website was confusing for international students. The pages were filled with immigration jargon with no clear organization. Many students did not read the website or use it as a resource because information was difficult to understand.
Objective 1: Simplify and Reorganize
Developed a page template for content to be used across the entire website. A page template creates consistency and order, allowing an easier and smoother processing of information. Students can now understand the general application flow across different processes, making this experience more familiar and less daunting.
Address Common Concerns
Created a “Quick Links” section at the top of the page for information that is frequently needed.
Designed an “FAQ section” at the bottom of the page with an anchor link as an additional resource.
Objective 2: Improve Understanding
International students have varying needs when accessing resources or learning information. Although the office has webinars, the recordings were not shown clearly on the website. Additionally, the office had few informational graphics to help students understand the application process.
Design and Highlight Learning Materials
Designed a graphic to help students understand when to submit the request in relation to the final application.
Designed a two-page handout with a checklist on the back that can be downloaded from the website.
Success!
“It’s so much easier now”
After these changes, international students began using the website as a resource. Advisors received less common questions and more follow-up questions specific to each student and their unique situation. Students said the additional features built into the website helped them make sense of complicated information. Students also mentioned that they were able to follow the steps easier.