User Scenarios


1. Participant

Richard is 25 years old and is exiting a substance abuse program. He has not been in the workforce for 5 years and has been advised by a counselor to look at the programs offered by FRH. He is accessing the Internet at a public library computer. He has no prior Internet experience. When accessing the site, he needs to have quick access, with minimal navigating, to overview information on FRH programs and detailed information on F.O.R.W.A.R.D.

At the home page, Richard reads the mission statement and sees information on employment training in the summary of F.O.R.W.A.R.D. He then clicks on the nav bar button for F.O.R.W.A.R.D. and goes to the summary page for F.O.R.W.A.R.D. After getting more information, he goes to the schedule to see when the next program is scheduled. He also wants to contact FRH by phone to enroll. This information is listed in each section.

2. Counselor

Andrea is a social worker in South San Francisco who is working with a client who has been out of work for several years. She does a search on the Internet for job training in San Francisco and sees a hit for FRH in the search results. When visiting the site, she wants to understand the FRH mission statement, the benefits of the F.O.R.W.A.R.D. program and the details that she can provide to her client. She visits the homepage to understand the mission statement and goals of FRH. She then clicks on the F.O.R.W.A.R.D. button on the nav bar and goes to the area of the site that covers the F.O.R.W.A.R.D. program in detail. Here she is able to get the specific information that her client needs to enroll in the next scheduled program.


1. Father

Mike is 23 and has a 2 year-old daughter. He does not live with his daughter and her mother. He has not declared paternity for his daughter. He has been encouraged by friends and family to become more active in his role as a father. He knows of FRH and visits the site. At the home page, he reads about F.CP.S. and clicks on the button for program specifics. Here he learns about the issues surrounding declaration of paternity and learns about the F.CP.S. curriculum. He is able to get specific scheduling information and contact information for FRH.2. Attorney for someone who owes lots of child support- need F.O.R.W.A.R.D. and F.CP.S.
David is an attorney who has a client that is behind on child support and is out of work. David looks on the web for child-support assistance and employment programs. He selects the search result for FRH. At the site, he needs to be able to quickly see the value of the FRH programs, as well as get access to program specifics and schedules. At the home page, he clicks through to the F.CP.S. program and F.O.R.W.A.R.D. programs to understand what is appropriate for his client. He gets specific information on how his client can reenter the job force and meet the goals of supporting himself as well as addressing his child support debt.


1.High school student

Janet is a sophomore in high school and is interested in college but doesn’t have any friends or family that understand the process of applying for a college. She has a solid understanding of using the Internet and she does a search on college preparation. She narrows her search to the Bay Area and sees a summary for FRH. The summary compels her to visit the site. On the main page, she reads about the X-Cell program and is interested in learning more about the program. She clicks through to the X-Cell pages and reads about the college preparation information that X-Cell provides, as well as the other topics of the program. She then gets scheduling and contact information so she can enroll in the program.

2. Potential benefactor

Susan is a successful businesswoman who grew up in an urban area and is interested in helping other urban children succeed in life. She is interested in making a donation to a valuable program. She does a search on teenager programs in the Bay Area and sees a hit on FRH. The summary interests her so she visits the home page. On the home page, she reads about the FRH mission and goals, and then clicks through to the details on the X-Cell program. Here she reads about the program and she becomes interested in donating. There is a specific button for Donations to FRH. She goes to this page and receives information on how to donate to FRH.