Enrollment for Patient Portal
World-renowned Cancer Center
Industry: Healthcare
Client: Top 10 Best Hospital
Strategy: B2C
Need: Web
Their previous enrollment process was over complicated and confusing. The business's goal was to create an intuitive enrollment flow.
Results
Statistics
91%
Content Clarity
92%
Usability
94%
Overall Satisfaction
Top 3 words used by users
Easy
Intuitive
Straightforward
Quotes
“I love the idea that you can get the information for free without being a patient.”
- Patient
“The whole process was really quick and seamless.”
- Information Seeker
Example Theme
Building Trust
Users crave expert advice and support via a single click, especially when navigating through a platform from a trusted healthcare provider. Whether it be speaking to an advisor, guidance on how to talk to loved ones about cancer or reading articles from the experts.
Quick Win
Users appreciated more warmth and personal touches when navigating during a difficult time. Recommend adding more images and including a Welcome message.
Future Consideration
Users wanted an easier way to reach out for help. Recommend adding a chat and/or help line.
Design, Test, Synthesize
Design
Attended many client meetings to understand the historic problems and complexities of the enrollment process. The objective was to allow anyone to sign up to gain access to their educational materials and research. However, patients and caregivers also needed a way to sign into their patient portal. I mocked up a pixel perfect, interactive flow to be tested with various users.
Test
Research team ran moderated tests to determine the participant's satisfaction with the products, evaluate content comprehension, and understand usability and intuitiveness of use. 16 participants across the United States were carefully selected out of 792. Each participant had a direct relationship to cancer, either as a patient, caregiver, or information seeker. During each task based session, users were asked to measure their satisfaction.
Synthesize
Together, the research team and I mapped out our notes in Miro to compare and visualize the feedback. We classified the notes into 3 categories Rose, Bud, Thorn (likes, opportunities, challenges) and identified overarching themes. We were able to pull out insights from each theme and identify quick wins and future considerations to improve the experience even more.