Doctor Finder App Usability

Objective

Employees had difficulty finding the right doctors for their needs on their employee benefits portal. The product team wanted to test new design layout and flow before spending any development resources.

Process

As the research lead, I conducted moderated testing sessions with 12 participants across 4 days. Each day, I collaborated with the UX design lead to create design iterations based on user feedback.

Key Insights

• Because the app initially showed only recommended doctors, and hid the non-recommended doctors, users did not initially understand the color coding concept. The results page needed to expose all results in one view.  

• Users did not easily understand why a doctor was recommended. The design required a more explicit way to surface the recommendation reasons. 

• Users were not familiar with the concept of multiple providers being at one location. The map and doctor detail pages needed to call this out more clearly. 

Results

I synthesized the test findings into a deck which presented the key pain points, user feedback, and before and after design iterations.

• The deck served as rationale for stakeholders and the product team to understand why certain design changes were proposed. 

• The layout of my deck also became a new standard for how the UX team should communicate research to stakeholders.