Case studies

Formative

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Website & mobile usability

A global biotechnology company wanted to assess the usefulness and usability of its informational website designed for clinicians.

Challenge

The goal of this study was to determine if clinicians found the website, which consolidated content from various news sources, trustworthy and easy to use.

Approach

We conducted 90-min interviews with specialty health care providers. Participants interacted with a clickable prototype of both the desktop and mobile websites.

Participants found the site usable but terminology used, lack of context, and trust of news sources impacted usefulness.

Outcome

We were able to identify simple fixes that could dramatically improve usefulness and mitigate the issues around credibility.

Expert evaluation of call center tools

Our client was upgrading a sales and service application for customer service representatives and needed to understand the impact to the business of making this change.

Challenge

The goal of this study was to assess the impact of rolling out a new sales and service application to thousands of desktops, handling millions of calls.

Approach

Our team conducted a series of offline (task-based) and online (live) studies with call center reps. Our client then evaluated the expected impact pre- and post-launch of the application.

Time, motion, and error data were collected – as well as, qualitative input. The result was a clear picture for our client as to what the impact of the new application would be if implemented as-is.

Outcome

Based on the qualitative feedback we collected, we provided guidance as to what elements to improve to reduce the impact of the change.

Travel website & mobile website usability

A travel company designed a new tool that allowed users to manage and book all trip details using one interface.

Challenge

The company wanted to optimize the usability of the website and mobile site to ensure it was easy for users to book travel. The tool had a lot of promise to consolidate travel logistics.

The company was simultaneously conducting global testing and they were looking for a US testing partner.

Approach

We conducted a remote mobile usability study to evaluate the trip planning process. Our remote lab enabled us to watch participants use their own devices and screen capture each interaction.

Outcome

We identified pain points, sources of confusion, inaccuracies, and receptivity to the tool. We also provided design recommendations to improve terminology and content. Ultimately, with some optimization, users found the tool valuable.

Electronic health record

An innovative healthcare solutions company sought to test the usability of their electronic health record (EHR) mobile application.

Challenge

Our team was tasked with evaluating the usability and utility of an electronic health record mobile application. The goal was to evaluate the usability of the current user interface and to provide evidence of utility of this application.

Approach

The study was conducted at a hospital where nurses were asked to perform tasks typically executed on an EHR under simulated conditions. The nurses then provided feedback on a post-test questionnaire for qualitative and quantitative data.

Outcome

The rates of success on tasks identified strengths and weaknesses in the application. We were able to identify areas of confusion and inefficiency and offer interface design recommendations that would improve navigation and efficiency.

Connected medical system: program of research

A pharmaceutical manufacturer is developing an updated version of an existing, in-market system to help patients with medication adherence. As a connected medical system, both the existing product and new product have an accompanying mobile application.

Challenge

The manufacturer continues to make improvements to the existing mobile app, while also designing the next generation of the product.

These two streams of research (improving the existing app and designing the new system) eventually intersect during the release of the new product.

Throughout this research, the goals are to evaluate the new system for safety, effectiveness, and unforeseen use risks, think through touchpoints and pain points of updated releases to ensure this is accounted for in the new system, consider alternate designs to make both versions of the system more usable and understood, and bridge patients to the new app (training, integration).

Approach

To reach this specialized patient population, we’ve tested in multiple locations across the country, both in English- and Spanish-speaking in-lab sessions. We also have an on-staff RN to advise on considerations during testing for this protected patient population to make sure we are approaching testing scenarios and environments in a way that participants will understand and respond well to.

One part of the research required clinician-assisted training to simulate real-world training of the system.

Outcome

The research for the next-generation system resulted in recommendations to ensure there is a seamless set-up process that prompt less questions and fears of using the system, less outreach to call centers, and to drive accompanying mobile app use.

We’ve made design recommendations for the system packaging that included improved imagery, layout, terminology, sentence structure, labeling, and fonts. We also continue to uncover considerations as users are introduced to the new system.

Customer outreach material usability

A national research organization that boasts one of the largest opinion panels in the country, wanted to both increase the response rate to their outreach material and attract a more representative sample for their 2019 recruitment cycle.

Challenge

Goals for this study were to understand how to make the mailer stand out, make it more appealing, and connect with people.

The study was able to evaluate each touchpoint in the process: call interaction, mailers, online registration, and web interface.

 

Approach

We conducted an expert evaluation of all materials. We then conducted usability testing with target user groups, including existing panel members to understand what about the panel recruitment process worked well or not.

During the test, we had participants go through the entire process from mail sorting tasks to receiving a call with the call center (which was done from the call center directly into the test room).

Outcome

We identified aspects of mailer design that suggested it was ‘junk mail’ and were able to provide design recommendations (including layout and content) to make the piece more impactful and create a better first impression. We also uncovered motivations for joining a research panel. Additionally, since we evaluated the full recruitment process, we provided insight and recommendations for call interactions and overall approach.

HCP desktop & mobile portal usability

A pharmaceutical manufacturer wanted to improve the usability and usefulness of an existing HCP portal for a desktop and design a new mobile app version of the portal.

Challenge

The manufacturer presented a multi-phased research plan that included two teams of researchers working independently on the two portal apps.

The goals of the desktop app research were to evaluate account registration performance, usability, and new feature integration.

The goal for the mobile app research was proof of concept, including how well the data was presented and understood, user interaction, and usefulness of the content.

Approach

Both studies conducted one-on-one, in-lab usability sessions with three different groups of specialized HCPs using prototypes of the portal.

The team discovered that the session time was not long enough to collect the desired data, and refocused testing to adjust the protocol and moderators guide to cover all of the manufacturer's objectives.

Outcome

We made key design recommendations to improve the understanding how information is presented, how to interact with the content, improve the terminology to make it more useful, and improve the usability and utility of the portals (both on mobile and desktop).

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