2022 | Research Artifacts
Remote Usability Testing: Qualitative Study
Summary: A report that documents and shares research findings from qualitative studies. The goal of the study was to investigate and benchmark the current process before building a custom software platform.
Overview
For this study, I teamed up with the director of the organization to gain a deep understanding of all the touch points and every customer journey.
Participants
Along the way, I introduced prototypes and surveys to the end users of the new platform.
Director of Home Health Care
Senior Business Ops Analyst
Implementation Manager
Billing Specialist
Benefit Analysis
Benchmarking Legacy
Before upgrading to new technology, it’s a good practice to benchmark the legacy product. Not only does this identify known pain points, but it can also help uncover current successes.
Team members were asked to fill out NPS surveys about the current process. Since the old system was getting replaced, it didn’t make sense to research heavily into it.
How happy are you with tools and processes at […]?
Very Unhappy
Unhappy
Neutral
Happy
Very Happy
5 Responses
How Happy are you with tools and processes at […]?
Very Happy
Unhappy
Neutral
Additional Answers
5 Responses
Director of Home Health Care
Unhappy
"The process we currently have for new providers, caregivers, and clients is extremely tedious. Our system does not allow us to import right to it so we have to use other programs such as Excel […] to receive documentation during onboarding. […]"
How confident are you in […]'s capabilities to support many new provider locations and accounts?
1/5
Tell us more about why you chose that rating.
"Our process right now is not suited for large growth. We have one person solely focused on onboarding and other helping when needed. The issue then comes of maintaining those providers and keeping up with the changes. Right now the burden is mostly on […] to get the offices set"
Senior Business Ops Analyst
Neutral
"The current system has been adapted to work fairly well, but still lacks many features common in newer software. The needed data fields are all over the place, and don't all make sense for what is being entered into them. […]"
How confident are you in […]'s capabilities to support many new provider locations and accounts?
3/5
Tell us more about why you chose that rating.
"We have a good team who are knowledgeable about what they do, but so much of what we do is manual processes that it would be difficult to scale up too much more."
Implementation Manager
Very Unhappy
"Because I am Implementation, I feel that everything needs to be better, because I am trying to sell our services to new offices that may be interested in working with us. Today we are not competitive: […]"
How confident are you in […]'s capabilities to support many new provider locations and accounts?
4/5
Tell us more about why you chose that rating.
"We will just have to hire more people to handle any increase in offices/clients. A new system would determine how many people. […]"
Billing Specialist
Unhappy
"Very manual and takes too long."
How confident are you in […]'s capabilities to support many new provider locations and accounts?
2/5
Tell us more about why you chose that rating.
"[…] Not enough staff to cover a heavier workload without upgraded technology."
Benefit Analysis
Unhappy
"The system needs to be updated. There needs to be access by all parties. We have three clients. The home care office, the client who is getting home care and the caregiver who is giving the care. […]"
How confident are you in […]'s capabilities to support many new provider locations and accounts?
3/5
Tell us more about why you chose that rating.
"I would need to see the system first to make an accurate rating."
Validating a New Concept
After gathering insights, it was time to put together a first draft of design. Before getting deep into the design process, the prototype was limited to one major feature and tested with the team.
The Director insisted that starting with onboarding would have the most value, so we started with that.
Onboarding User Roles
Providers
Caregivers
Clients
Remote Usability Testing
Tasks
- You have been assigned with onboarding a new provider, […]. Manually add the new provider account and input their information using the new web portal.
- Manually add the Clients of […] to their Chicago location.
- Manually add the Caregivers of Service in Bloom.
- You have been assigned with onboarding a new provider, […] Manually add the new provider account and input their information using the new web portal.
Recorded Sessions
Unfortunately, to respect participant policy and NDA agreements they can’t be shown, but the sessions were recorded and documented to share with the organization and stakeholders.
5 Participants
Director of Home Health Care
pilot-test.mp4
Senior Business Ops Analyst
SB-session.mp4
Implementation Manager
IM-session.mp4
Billing Specialist
BS-session.mp4
Benefit Analysis
BA-session.mp4
Follow-up Survey
At the end of testing sessions, participants were asked to fill out a follow-up survey on how having access to the new tool would impact their role and day-to-day.
How did you feel about using the software used today for onboarding Payright accounts?
5 Responses
A breath of fresh air. It showed us what could be. I thought it was easy to use, had a great flow, and was an easy way to document all the information needed.
After learning where things were located initially, it felt very comfortable to use. Everything I tested was located in places that made sense and had a good flow to them.
It was very user-friendly.
It looks great. It was intimidating that I had to manage it myself, while being recorded, without having seen it beforehand.
It seemed good but would feel better using it more to give a more detailed answer.
How confident do you feel about the tools used today being a replacement for current onboarding processes?
5 Responses
I am extremely confident. Just the idea of being able to invite our customers to add/edit their own information is a huge benefit. It would put some responsibility onto the customer which would cause less errors and more visibility.
Although it is still early in the development process, I feel confident that these tools will be a huge help in replacing our current system.
Very confident. It walks you through step by step.
Good. It seems very easy to use.
I would feel more confident If I could use the tools more before I could say if it would be better than what we have right now. As a whole and only using it once is does seem good.
How would having access to this software impact your day-to-day responsibilities?
5 Responses
Currently, things are extremely drawn out. Because the potential new software has everything stored in one place and we allow the customer to edit information, it would allow us to onboard a provider, clients and caregivers quicker. This means we could onboard more customers in the time it takes to currently onboard one. This would help PayRight be able to grow.
It is difficult to say this early on in the development, as the initial pieces being developed don't cover any of my job responsibilities. However, I do believe that once completed, this will have a large impact on my day-to-day routine, and will save me a lot of time doing manual processes that should be automated.
Frees up some time. Not as much clicking around.
It will greatly improve my day-to-day activities. Currently, we are working with a dinosaur system, so hopefully, this will bring us improvements that will make us more competitive.
It should make it easier if we only have to enter things once into the system and not to enter again into CPX. It could cut down time.
Closing Thoughts & Next Steps
The testing revealed amazing insights. Discoveries from benchmarking the legacy product forged the path to creating a successful design for a new platform. Based on the feedback from participants, the proposed solution for onboarding new accounts seems promising.
Before getting into building the new onboarding tool right away, these are the recommended next steps:
- Test self-serve onboarding with clients, caregivers, and providers.
- Share this report and get feedback from stakeholders and engineers.
- Research and test other major features the organaztion needs to operate
©2024 Tyler Renfro