A user researcher conducted interviews and field studies of account representatives using a medical records web portal. The researcher found several areas for improvement: representatives often used the "submitted" status, dashes were not accepted in searches, it took many clicks to print a cover sheet, clients reported missing records, multiple documents could not be assigned to one order, and all comments were combined. Recommendations included adding auto-fill options and simplifying printing and search functions to improve efficiency.

1. User Research Report
A review the web portal
for account representatives
by Alisha Kimberley, User Researcher
akimber2@kent.edu
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Findings
Know what your users know

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Findings
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Overview
• Purpose of the research
• Recruitment
• Research method
• Data analysis
• Key Findings and Recommendations
• Open forum

3. Why are we researching?
Account representatives use the web portal to
complete their clients’ requests for records.
Uncover ways to improve upon
the web portal’s function
Increase the productivity of
account representatives

4. The issues we are working on
To uncover the design issues within
the database that are hindering
representatives’ efficiency.
1) What are the main frustrations
3) What questions about how to use
the database have you fielded from
your clients?
2) functions could be designed
differently to help you perform your
job better?
you experience while working
within the MedRec Source
database?

5. Recruitment
All reps who participated did so
on a voluntary basis
outside of working hours.

6. Research Method 1: Interviews
• We directly asked reps what they believed was
successful and what needed improvement within
the web portal.
• However, the majority of the questionnaire was
built so the data could be quantified using a 1 to
5 scale, with 5 being considered a complete
design success.

7. Data Analysis: Interviews
Tallies and Comments in an Excel document

8. The Results: Interviews
Overall satisfaction
with web portal
3.50
5.00
2.50
0.00
Average answer from all reps

9. Research Method 2: Field Studies
• We observed areas of the portal that scored 3.0
or below during the interviews.
• We documented the different ways reps
accomplished their most important tasks
• We encouraged the reps to share their insights.

10. Data Analysis: Field Studies
Sift through notes,
then sort the main points into categories

11. The Results: #1
Key Finding Reps often use the ‘Submitted’
status.
Recommendation

12. The Results: #2
Key Finding Dashes are not accepted.
Recommendation

13. The Results: #3
Key Finding It takes eight clicks to print
one cover sheet.
Recommendation
Click PRINT button on
Work Order Screen
Uncheck SELECT ALL to
remove the
checkmarks from every
selection
Place a checkmark next
to the COVER LETTER
selection
Hit the CONTINUE
button in the lower
right
Click the newly
generated link to
download the Cover
Sheet document
Click the downloaded
Cover Sheet in the
lower left-hand side of
the screen
The Cover Sheet pulls
up. Hit the PRINT
button to send it to the
printer.
Choose your printer
and hit the PRINT
button again.

14. The Results: #4
Key Finding Clients says portions of the
medical records were missing.
Recommendation

15. The Results: #5
Key Finding Multiple documents need to
be assigned to one work
order.
Recommendation

16. The Results: #6
Key Finding All comments are mashed
together.
Recommendation

17. The Results: #7
Key Finding Clients type “Order Billing”
into their medical records
requests.
Recommendation Add a checkbox that will
automatically request
billing.

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Review Your Report
Findings
Know what your users know

19. Questions?
Alisha Kimberley, User Researcher
akimber2@kent.edu
612-396-7963
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Findings
Know what your users know