Smooth Operator: The Appointment Expedition
This project was launched to drive impactful design decisions and iterations aimed at minimizing friction points in the user journey on a health care website. The goal was to determine if the main user experience—making an appointment—was seamless and easy for users to complete. I conducted comprehensive usability testing and managed user research, including participant recruitment, session scheduling, test script development, execution of research, synthesis of findings, and presentation of insights to stakeholders.
Before conducting interviews, I developed a comprehensive research background, define the purpose and methodology, and formulate targeted research questions.
After interviews, I analyze and organize the data using various methods, including affinity diagrams, empathy maps, and insight identification.
Opportunity
To enhance the user journey on a health care website and streamline the appointment scheduling process based on specific symptoms.
Value it produced
Optimizing the user journey on a healthcare website, particularly focusing on improving the appointment scheduling process based on specific symptoms. By collecting and analyzing user data, this project aimed to identify and address friction points in the user experience. This approach ensures a smoother and more intuitive appointment-making process, enhancing overall usability and satisfaction for users navigating the site.
My Role
Lead Researcher
Constraints
• Limited on time and resources to perform A/B testing.
How did research inform the design
Based on insights from user interviews, I recommended simple design updates to improve the user experience and ensure users could quickly select the appropriate care. While working with the creative and web development team, I created visual representations of the care buttons, Express Care, Urgent Care, Emergency Care - from text to icons - to help the user identify the appropriate care they needed quickly.
