Improving user experience through remote usability testing - telemedical platform
Telemedico’s operations were mainly based on human resources, e.g. the registration process required a phone call and sending signed documents. When the pandemic started, the platform experienced a high increase of new users and pushed the platform to rapidly automate its processes. The client then needed quick help in ameliorating the user experience of automated registration and account set up for doctors, medical clinics, and patients that were recently implemented. During the project, we conducted usability tests for those processes, and the results allowed us to make quick and accurate improvements.
Cooperation with the design team and the client
Designers working on Telemedico participated in the tests as observers and were constantly updated on usability problems. Together, we also went through mini-research reports with insights and recommendations after each test, so designers could make quick and accurate research-based changes in the UX and UI of the registration and account set up processes for medical clinics, doctors, and patients.
The client also received a research report after each study and compiled findings and changes after all three sprints.
Usability testing goals
The goals of the study were to identify blockers in the automated registration and account set up processes and to find out how they can be refined.
We first tested the registration and account set up process for medical doctors on Telemedico’s current website. Then, another three usability studies were conducted on hi-fi prototypes showing amended processes for medical clinics, doctors, and patients.
All 4 usability studies helped us answer the following questions:
- What are the blockers in the registration and account set up process?
- How can this process be refined?
- How do users perceive the registration and account setup process?
- How do users search for help on the platform when experiencing problems in the registration and account set up process?
Remote usability testing
Each study lasted around 30 minutes and was conducted remotely in Lookback (we made sure all study participants were digitally literate).
We ran 4 series of usability studies that lasted 2 weeks in total.
2 researchers were carrying out the study: while one was moderating, the other one was transcribing and making notes on a previously prepared template.
After each study we synthesized results for each specific process into a mini-report that included:
- insights and users reactions divided into screens and flows,
- initial insights on Telemedico’s brand and communication (patients),
- a summary of processes evaluation and problems listed by users,
- some new ideas from users on how the process can be refined.
After all 3 sprints, research insights were used to create a scope and a roadmap for all the changes that needed to be implemented in the design phase. In addition, we verified how patients reacted to the main page and the general look and feel of the brand. This gave us insights about Telemedico’s brand perception.