Role

I operated as the lead UX researcher on a UX team of 4.

My role included involvement in:

• Providing guidance on best UX practices from a research perspective when developing the test plan, screener, moderator’s guide, and conducting usability tests.

• Performing an individual expert evaluation of the home delivery experience through mobile web and assisting in aggregating and analyzing the group expert evaluation.

• Conducting usability tests or acting as the notetaker for sessions as schedules permitted.

• Collecting and synthesizing data to provide data-backed feedback and recommendations on improvements to the home delivery experience as well as the overall mobile website experience when purchasing a prescription through the company.

Outcome

• Data-driven recommendations for improved visual and interactive elements on the home delivery experience via the mobile website.

• Identification of bugs within the mobile experience which were captured and delivered to the healthcare company for future resolution.

• Presentation and report delivered to the clients for additional reference.

Methodology

Phase 1: Home Delivery Experience Evaluation

• Individual expert evaluation
  Each member of the team reviewed the home delivery experience using Jakob Nielsen’s 10 usability heuristics to gain familiarity with the site as well as identified early-phase findings and recommendations.

• Group expert evaluation
  Individual evaluation results were aggregated together and analyzed to find common heuristic violations and findings in order to prioritize high-value discoveries and solutions.

• Client presentation and report
  Results were presented to the client in the form of a presentation and delivered report.

Phase 2: Recruitment and Testing

• Participant recruitment
  Participants were identified through personal and professional networks utilizing a screener to ensure appropriate selection.

• Usability testing and moderation
  12 participants participated in remote usability tests on mobile devices with tasks related to the home delivery experience.

• Data analysis
  Dovetail was used to transcribe recorded interviews and map notes into themes before determining high-level themes in Miro. A set of recommendations and severity rating for each finding was created in Excel.

• Client presentations
  Final results were presented to the client in the form of a presentation and delivered report including clips and quotes from the tests.

• Participant recruitment
  Previously-created personas were leveraged to inform participant selection to reduce sampling bias from a compiled list of suitable participants across the company. 5 participants were recruited for each sprint of usability testing.

• Usability testing and moderation
  Participants completed 10+ tasks per sprint cycle in a 1-hour timeframe along with additional follow-on questions to collect further user sentiment. The internal team would attend sessions when possible as bystanders and participate in the follow-on discussions about what was learned during the usability test. All sessions were done via Skype due to Covid-19 restrictions.

• Data analysis
  After each set of usability tests, I would analyze and synthesize the findings into a presentation to present to the development team to discuss next steps and backlog based on the latest results.

• Client presentations
  A high-level version of the results and recommendations is generated for the larger audience of stakeholders and interested parties to keep the community abreast of the latest changes in the tool development.

Challenges & Limitations

Throughout this project, challenges came up that impacted decisions and project evolution:

• Limited resources
  No tools or monetary incentives were provided to assist in the work, requiring adaptive approaches to tools and resources that were accessible.

• Remote interviewing & testing
  Unable to test in-person due to the pandemic, leading to relying on online resources and screen shares which were not always reliable nor allowed for in-person expressions or gestures. Required quick adjustments on the fly with virtual diagnoses and resolution when problems arose with virtual communication especially in the context of mobile device screen sharing while also observing participants through their laptop or tablet.

• Time management
  3 out of 4 members of the team including myself are full-time workers and part-time students residing in a mixture of Pacific and Eastern time zones, requiring thoughtful scheduling of meetings and time management to ensure each portion of the work was done in a timely manner.

Next Steps & Reflections

Given additional time, further iteration of design with usability tests would be the next step in the project, to ensure the changes suggested resulted in increased usage of the home delivery option and an optimized overall prescription purchasing experience for the users.