Patricia N.
Sr. User Experience Researcher
Baylor Scott & White Patient Portal App
Benchmarking Usability Studies
The challenge:
Having over 2 Million users, undergoing an overhaul of the Patient Portal interface across three platforms (desktop, mobile web, and mobile app) required BSWH to ensure the enhancements would not adversely impact patients from accomplishing main tasks in the portal, such as paying bills, reviewing test results, and scheduling appointments.
My role:
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Senior UX Researcher, leading and executing all research aspects
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April 2022 - December 2022
Industry:
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Healthcare, Hospital Systems
My responsibilities:
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Orchestrated the research strategy and execution
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Created, launched, and analyzed unmoderated usability sessions via UserTesting.com
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Coordinated with key stakeholders to identify top 10 tasks of the patient portal and identify success metrics
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Crafted the results readout deck with design recommendations and presented to a cross-disciplinary team for next steps
The Approach:
Eliminating unfavorable updates firstly necessitated an understanding of patients' current experience. A baseline benchmark of the pre-updated portal was executed utilizing UserTesting.com, providing insight to task performance. After the major release of platform updates occurred, a second round of benchmarking was conducted, again with UserTesting.com, to compare data with the first round and identify problem areas. This exploration uncovered users, particularly in the mobile app, had difficulty knowing where to schedule an appointment, which had been identified as a top task for users and a top business driver.
The Impact:
Multiple design iterations ensued to produce an appropriate solution, which lead to conducting smaller usability studies on those specific feature edits. The data collected from those sessions allowed for an informed change to the design, creating a clear, singular point of entry for scheduling an appointment across the platforms.
