Unconventional and Creative Approach to User Research
Problem: Veterans trying to register for tele-health appointments faced numerous issues leading to extremely high volume of calls to customer support.
Approach – Identify sources of failures resulting in calls to customer support. Portal design audit.
As interviews with examinees was not an option, as a creative work around solution, I suggested getting feedback from customer support representatives, along with observing live inbound calls, and listening to 1000s of call recordings to identify bottlenecks, pain points, technical and interface design failures.
Key Points
UX audit
Report on user synthesized user feedback and research findings
Recommended multi-phase plan to address issues in form of “quick wins”, “big hits” with corrective measures and roadmap to a more sustainable, intuitive portal design.
Provided enhanced and US Web Design Standard and 508 accessibility compliant wireframes to eliminate user pain points and simplified registration process.
Outcome
Big Hits: What We Learned / Identified
- Top Reasons for Examinees’ Calls to Support Desk
- Key Findings / Insights / Feedback / Top Issues
- Issue Sources by Category
Quick Wins: UX Fixes Corrective Measures
UX Corrective Fixes / Quick Wins by Issue
Quick Wins: UI Design Fixes Corrective Measures
UI Design and Text Fixes, with examples
Research: Discovery and Insights internal QTC
Quantitative: Reviewed and analyzed quantitative data from google analytics website metric reports.
Qualitative: Observed interactional exchanges between examinees and T1 support desk representatives by listening in to live calls to over a 2–3-day period.
Solicited and gathered feedback from T1 and T2 team members.
Gathered insights from and by listening to over 200+ T1 call recordings.
Design Audit:
Performed heuristic and usability analysis of the examinee portal registration design and identified key user interface, content, accessibility, and performance issues.
Assessed design and interface, content clarity, and interaction design, user flow, technical barriers aiming for efficiency and user-friendliness.