NHS-funded platform to alleviate healthcare system pressure during COVID
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Overview
The platform approached us to conduct User Testing on their existing platform, aiming to enhance the conversion rate of sign-up CTAs across the website. Following the testing phase, we concentrated on crafting actionable recommendations. Subsequently, we engaged in UX ideation, which was later adopted internally by the client.
Result
The platform had the opportunity to tailor its communication to address the key concerns of the target audience and to transparently convey information about the online First GP service they provide. Unfortunately, I haven’t been part of the later stages of the design and dev process.
Role
Lead UX Researcher | Lead UX-er
Tools
Figma
Duration
3 months
Company
NHS funded platform
Responsibilities
Participating in team check-ins, advising on the research topics, scheduling research participants, conducting remote moderate testings, analyzing results, creating a deck with actionable recommendations; Following up with UX ideation based on executed reserach.
Methodology
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To ensure the participants' profiles were correct for the user testing we used a common platform for scheduling interviews in UK, Askable.com which allowed us to screen participants through age, user/family health needs to avoid patients with extensive health needs that were not suited to use the online first health platform in the first place.
The participant sample was 12 participants using NHS services in London Area.
Problem space
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We believe that validating the website user experience will allow us to understand potential user pain points and the reason for low conversion rates.
Methodology Artefacts
User Research Plan
User Testing and Interview Script
Analysing tools like Excel or build in into platform, speech to text.
Actionable recommendations presentation summarising the findings and recommended steps.
User testing findings
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Continuity of care
In user testing, it was found out that 10 participants value continuity of care with their preferred GP. Many mentioned that switching GPs can be a significant decision if they're uncertain about continuity of care.
Recommendation: Highlighting continuity of care as a part of the service. Exploring ways to communicate it early on.
Patient patience
A majority of 7 participants expressed enthusiasm for the service, particularly if they could consistently consult the same GP, and they were comfortable with waiting times of up to 1-2 days for the visit online/offline.
Recommendation: Inform the patients about the potential waiting time connected to seeing the same GP online and offline.
Hesitation around online first healthcare
We had 3 participants who were unsure if they were a good fit for Online First Health Care. They expressed difficulty in judging it.
Recommendation: Even though this is not a large part of the participant group it’s an important aspect of making sure patients understand which conditions are not suitable for Online First Health Care and we should explore expressing it more effectivly.
Ideation & Sketching
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I was asked to design in few sprints to support initial ideation that later on client will take on their side.
Exploration of the home page as steps to explain the concept of the service while utilizing actionable recommendations.
Exploration of bringing consistency of care in different part of the home page.
Exploration of how to communicate which patients are not suitable for Online First healthcare.
Sneak peak to the wireframes
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