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BOOKING REDESIGN
Applying insights from our usability tests to reimagine the way our users book home care.
CLIENT
Consistent Solution Nursing
ROLE
Content Designer
TIMELINE
4 months
COMPANY BIO
Healthcare startup
The Problem
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The original ways to book care were limited to either calling the company directly or sending them a message.
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Our evaluative research and testing indicated that these options were not geared towards 100% of users.
The Process
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Moderated usability testing
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User interviews
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Survey
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The Solution
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Empower users by allowing them to choose how they want to book care.
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Design a quiz geared towards fringe users/persona spectrums.​
The Impact
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Booking care is now more accessible and geared towards
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Decrease in dropout rates/higher instances of task completion rates.
OVERVIEW/CONTEXT
The original ways to book home care were limited to either calling the company directly or writing out a short message through a contact form.
We redesigned and tested the Contact Form until it was "perfect", and during our last round of testing (task analysis + interview), our SME helped us realize that we were excluding a small percentage of users.
Here's what we learned from our SME:
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Some users​ may not be able to call due to a physical barrier (e.g. impaired speech).
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Asking users to write out a lengthy message might present as a point of friction based on their emotional state (e.g. if they were in the hospital all night, if they just found out a loved one needs hospice care.)
It was an interesting point and, admittedly, was also something that I had initially overlooked.
Though, we wanted to validate this insight before we designed anything, so we sent a Google form to about 36 people sourced from LinkedIn connections, family members, and friends, and received about 30 responses back.
I don't usually include that many participants, and was only really expecting to get around 10 responses back.
Here's what we found:
As you can see from the survey, there was in fact a need for something more than the current methods of contact. Specifically, users expressed a direct interest in filling out a form.
We followed up with some of the participants who expressed an interest in the form and learned that it filled a sort of Goldilocks need (i.e. calling was too direct/intimidating, writing a message was too vague/didn't reassure the user).
A few stated that the form would take the pressure off of having to know what they needed (especially for first time users), and allowed them to both learn about the process while also booking home care.
The content on the screens was derived from a second stakeholder interview where he brought us through the questions he asks his clients during his introductory calls (as well as any additional information he has found helpful).
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Click here to work through a slideshow of the final designs
High Fidelity Screens
The content within this form is preliminary and untested. The goal with this prototype is to give the stakeholder an idea of what the form could look like for the user.
Impact is to TBD at the time of my writing this, with a future meeting with the stakeholder in the works to understand user engagement.
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