Usability Evaluation Report : Patient Portal

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This is an Usability Evaluation Report of an existing Patient Portal. …

This is an Usability Evaluation Report of an existing Patient Portal.
The goal was to evaluate the existing application and recommend a design strategy which allows them to build a product across multiple platform : Mobile, Tablet Web

More in: Technology , Design
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  • 1. USABILITY EVALUATION : PATIENT PORTAL UX Screen Specific Recommendations
  • 2. Patient Portal : Profile
  • 3. Profile • Key Tasks : • Add a Patient • Add a patient ( Manually) > Requires Staff approval • Add a patient with a Pin > Doesn’t require staff permission • Request for a pin to add a patient • View all linked patients • View/Edit profile settings
  • 4. Profile : General Recommendations • Profile page should be simple, elegant and consistent with what users are already familiar doing in other consumer applications e.g. LinkedIn, Facebook etc. • Similar tasks should be grouped together • Users should get a dash board view of what is possible from this section • Users should be explained about the concepts which are or may not be clear. E.g. “Request a Pin”. Does users understand what this feature is and how it benefits them? • Emphasis should be given on visual design and layout
  • 5. Current UI This page is too empty. Users should be given a dashboard view of all tasks and activities that he can do from here in the landing page. Why does user need to Update Profile just to view his/her profile? Not sure why this is here
  • 6. Current UI General Comments : Information is scattered all over the place. User is not clear whose profile he/she is viewing and what actions he can take on this page User eye moves to too many places before he understands what he can do on this page. Centralize key actions in one location Why is user profile also included under linked profiles. Profile information has too many tabs. If there are so many sections it’s not advisable to go with a tab structure. Need to think of a different interaction for those sections. Tab with “next back “ arrow is very unusable. What does Profile activity do? It’s not self explanatory. Is this information so important that it should appear at the top of the page? My recommendation would be to use this space to display information which actually matters to the user. May be Pending appointments, unread messages etc. Users own profile should not appear here. It’s quite obvious that he is inside his profile. This section should only display linked profiles This should be grouped under one task “Add Patient” and should not be a separate tabs. This will simplify the UI Does user understand what PIN is and what’s the value of adding a patient with a PIN? These concepts should be explained intuitively in the UI, without the users need to go to help. Too many sections. A tab navigation with a “Back-Next” is a big NO. Need to think of a different navigation model
  • 7. Please note the screen specific UI suggestions I am making are just suggestions and should NOT be considered as the final UI. A dedicated team of interaction designers needs to spend more time in understanding the system and also understanding the user goals and then design the final UI
  • 8. Suggestion Andria Marks's Profile Updated Monday, June 17, 2013 at 5:28 AM 1234 Rosemead Dr.Pelham, Alabama 35305 205-603-5597 (Home) Add a Patient Edit Profile Patients linked to you View all + Add New Patient Summary Name: Andria Mark Address 1234 Rosemead Dr.Pelham, Alabama 35305 Phone 205-603-5597 (Home) Emergency Contact Number: 205-603-5597 (Home) Email : andrea@gmail.com Country : USA State: Alabama Social Security Number : 123-45-6789 Marital Status: Married Physician Dr. Tom 3 Patients lined Demographics Physicians Locations Settings + Profile Settings Sections like “Account Holder Preferences” “Security Settings “ should be removed from the tabs and grouped under settings Recommend using a Open and collapsible panel over the tabs to reduce Navigation complexity You Have • 10 unread messages in the Message center • 2 scheduled appointments • 1 registered event Use this area to provide relevant and meaningful information to the user from other part of the application Profile is pretty much standard feature in any of the current web applications ( LinkedIn, Facebook, YouTube, and many more). Follow what is already established standard instead of reinventing the wheel Recommend having a summary of the users Profile highlighting key information from the profile section. Demographics, Phone, Country, SSN number, Emergency contact, doctors, etc. can be displayed here. Clicking on See more user can also get access to sections like current activities
  • 9. People Search • Key Tasks : • Search for people within the organization • Ability to filter by different job roles, designation, location and other filters provided by the business • Ability to edit ( based on permission) profile demographics information
  • 10. People Search : General Recommendations • People are used to seeing a search field and a search button for any search. Give them that first • Do not overwhelm users with advance search features. User research data shows only 5% of the users use advanced search, that too only if they a aren’t able to find something via simple search • Show drilldown filters only when it’s necessary. Follow the model similar to “LinkedIn”, “Amazon” or any other search intensive portals. People use it everyday, there is no need to reinvent the wheel • Define a base UI search component and make sure the same component is reused across the application where ever there is a search
  • 11. Current UI General Comments : Think simple. Don’t reinvent the wheel Show users the search filed with a button first. That’s where they will start. Allow more space ( 70% ) to display the results Expose drill down filters as needed, blend it with the search display to make it more intuitive. More real-estate should be given to display search results I am assuming the data would be huge for people search. Make sure at least 70% of the screen space is allocated to display search results The design is not tablet friendly. A table based display is error prone when it comes to touch interaction Where do I start? Whre is the search field? Users are used to seeing the search field first. Give them that Don’t expose advanced search feature in the UI at the beginning. Expose them on need basis Filters are usually not represented in a tab based control. Follow the standard approach which is already working in other applications
  • 12. Suggestion Allocate maximum space for displaying search results. It has been proven that Including a Picture thumbnail in People search helps user to find someone quickly. Make that your default view. Allow users to change the default view if they need Introduce smart search. This is where 99% of your users will start. Allocate maximum space for displaying search results. It has been proven that Including a Picture thumbnail in People search helps user to find someone quickly. Make that your default view. Allow users to change the default view if they need
  • 13. Current UI This page is too empty. Users should be given a dashboard view of all tasks and activities that he can do from here in the landing page. Rethink on the Left Navigation. Currently it’s a list of items arranged in alphabetical o Other than “People Directory” I haven’t seen any left Navigation/Tools being arranged alphabetically For an application like Empower the grouping should based on tasks. With frequently performed tasks taki priority There is lot of redundancy, and unwanted elements in navigation .This doesn’t allow users to focus on key t Recommendations : Optimize Left Navigation. Allow users to focus on key tasks Group similar tasks together. Helps in easy identifica scanning Remove elements like Announcements, Events, Enro here and provide another entry point to these section Even profile in my opinion should be kept separate fr section Ask a question, FAQ, Message Center are very simil And should be grouped together. You can also think o FAQ & Ask a question into one group and call it Help
  • 14. Left Navigation : Deconstruction Current Announcement Appointments Ask a Question Calendar of Events Enrollment FAQ Find A Doctor Message Center POS MHR Pre Registration Prescription Renewal Profile Group 1 ( Medical/Health tasks) • Find a Doctor • Appointments • Medical Health Record • Point of Service ( POS) • Prescription Renewal Group 2 ( Information/Promotion) • Event’s Calendar • Announcements Group 3 ( Help) • FAQ • Ask a question Group 4 ( Messaging) • Message Center Group 5 ( Registration/Enrolment) • Enrollment • Pre-Registration Group 6 (Profile) • Profile
  • 15. Left Navigation : Deconstruction This Doesn’t need to be placed together in the same left navigation. Group 1 ( Medical/Health tasks) • Find a Doctor • Appointments • Medical Health Record • Point of Service ( POS) • Prescription Renewal Group 2 ( Information/Promotion) • Event’s Calendar • Announcements Group 3 ( Help) • FAQ • Ask a question Group 4 ( Messaging) • Message Center Group 5 ( Registration/Enrolment) • Enrollment • Pre-Registration Group 6 (Profile) • Profile Group 1 ( Medical/Health tasks) • Find a Doctor • Appointments • Medical Health Record • Point of Service ( POS) • Prescription Renewal Group 2 ( Information/Promotion) • Event’s Calendar • Announcements Group 3 ( Help) • FAQ • Ask a question Group 4 ( Messaging) • Message Center Group 5 ( Registration/Enrolment) • Enrollment • Pre-Registration Group 6 (Profile) • Profile Should be retained as Left Navigation Can reside in other area of the Page 1 2 3 4 6 5
  • 16. Left Navigation : Suggestion to consider Your Tools Find a Doctor Appointments Medical Health Record POS Prescription Renewal • Event’s Calendar • Todays Events • 3 upcoming events • Register for events • See more • Announcements • Dignity announces free eye care • Dignity launches new patient portal • See more LANDING PAGE Profile 1 2 6 HelpEnrollMessages 345 5 2
  • 17. Left Navigation : Suggestion to consider Your Tools Find a Doctor • Appointments Medical Health Record POS Prescription Renewal • Event’s Calendar • Todays Events • 3 upcoming events • Register for events • See more • Announcements • Dignity announces free eye care • Dignity launches new patient portal • See more Inner Page Profile 1 2 6 HelpEnrollMessages 345 APPOINTMNETS Home > Appointments
  • 18. Too much of empty space is left in the content area. The white space should be used to surface meaningful and relevant information to the user Users should be able to see upcoming appointments, and also a calendar view without necessary to client anywhere Customization per client should not be allowed or very minimized when it comes to core flows like scheduling an appointment The company should be taking more of a product approach here rather than taking a customized service/client approach.
  • 19. Appointments: Suggestion to consider Your Tools Find a Doctor • Appointments Medical Health Record POS Prescription Renewal • Event’s Calendar • Todays Events • 3 upcoming events • Register for events • See more • Announcements • Dignity announces free eye care • See more Profile HelpEnrollMessages ! You have 2 scheduled appointments in next 2 weeks Home > Appointments CALENDAR Enlarge Calendar View Upcoming Appointments This week | Next Week | This Month | Next Month | Past Appointments SEARCH Request appointment Reschedule appointment Cancel appointment Request appointment Reschedule appointment Cancel appointment
  • 20. Why Mobile First Andria Marks's Profile Updated Monday, June 17, 2013 at 5:28 AM 1234 Rosemead Dr.Pelham, Alabama 35305 205-603-5597 (Home) Add a PatientEdit Profile Patients linked to you View all + Add New Patient Summary Name: Andria Mark Address 1234 Rosemead Dr.Pelham, Alabama 35305 Phone 205-603-5597 (Home) Country : USA State: Alabama Social Security Number : 123-45-6789 Marital Status: Married 3 Patients lined Demographics Physicians Locations Settings + Profile Settings You Have • 10 unread messages in the Message center • 2 scheduled appointments • 1 registered event 1 2 3 4 5 • Assume This is going to be the final profile page for Influence • The numbers indicate the way content or Key tasks are organized • In web because of larger screen the organization is not so much dominated by the priority or hierarchy of the content. • Because #2,#3 ,#4 &#5 would be visible at once glance to the user • But what happens when you go mobile? Lets see in the next page 1024 PX
  • 21. Why Mobile First Vie w all +Add New Patient Summary Demographics Physicians Locations Settings 1 2 3 4 5 1024 PX 320 PX ? • These kind of decisions define your Mobile Experience • What should appear just below it? • Is #2 ( Linked Patient) more important than # 4 ( Profile information) ? • If you only rely on UI framework ( bootstrap) it will automatically port #2 below #1. But is that what your users want? • The process through which all these questions are answered is called Mobile First Content strategy/Information architecture • That is what is termed as Responsive design 1 2 3 4 5 ? 1 4 2 3 5 320 PX Should it be arranged like this ? like this ?or How to decide? Web iPhone
  • 22. But iPhone is not the only device…. Actual device landscape looks like this : • If you do not have a clearly defined content strategy/Information architecture which is device agnostic but driven by user priority imagine the amount of time that would be spent to tweak the solution for each supported device
  • 23. Consequence of Mobile Last
  • 24. More on Responsive Process Stephan Hay’s Responsive Design Workflow • http://www.slideshare.net/stephenhay/mobilism2012 Viljami Salminen’s responsive workflow • http://viljamis.com/blog/2012/responsive-workflow/ Mark Boulton’s Responsive workflow notes from the Responsive Summit: • http://www.markboulton.co.uk/journal/comments/responsive-summit-workflow Drew Clemen’s Design Process in the Responsive Age • http://uxdesign.smashingmagazine.com/2012/05/30/design-process-responsive-age/ Ben Callahan’s Hands-on Responsive Web Design • https://speakerdeck.com/u/bencallahan/p/hands-on-responsive-web-design?slide=12 Yellow Pencil’s Responsive web design process • http://responsiveprocess.com/
  • 25. THANK YOU • Email : subhasish.karmakar@gmail.com • LinkedIn : http://www.linkedin.com/in/subhasishkfSubhasish Karmakar Independent UX Consultant Portfolio Download PDF : It's a Four-Screen World View Online : It's a Four-Screen World