How do we show the client that user input leads to better results?
About Ramsay Health Care
Ramsay Health Care is a provider of private healthcare in the Australia, UK, France, Indonesia and Malaysia. It was established in Sydney in 1964.
Enter the project
Ramsay Health Care were in the process of redesigning their online admission forms to align with the redesign of physical admission forms.
Ramsay collaborated with a firm specialising in online forms to develop a new platform. It would address the usability issues in the original form design.
The usability issues were documented through staff complaints to the marketing department. This data wasn’t a full representation of the issues within the forms.
The scope of the project didn’t include connecting with the people using the platform—the staff and patients.
I wanted to show that when we include users in the process, they can offer valuable insight that helps build a better solution.
Step One: Process Mapping
I delved into the admission process and created a process map.
Step Two: Interviewing Staff
I interviewed twelve Front Office Staff about their experience with the online admission forms. I identified a major frustration for users was having to contact patients to clarify answers. The question “Do you have escorted transport from hospital” caused confusion for patients.
The users told me when they spoke to patients, they hadn’t understood what the question meant so they either skipped it or answered “no”.
Step Three: Interviewing Patients
To understand if and why patients were finding the online admission forms confusing, I set up a series of interviews with nine patients.
These interviews were conducted over the phone within two hours of their online admission.
All patients were initially satisfied with the clarity of the questions. However, when asked about the meaning of a specific question, many patients found it difficult.
I collated the information and key insights for the project team to demonstrate what was causing unnecessary anguish to staff and patients.
My takeaways from this project:
- It is necessary to calculate the value in dollars and cents to get buy in from project leads
- A larger sample size would give a more accurate representation of users and improve the validity of results
- A regular user testing cycle on prototypes before the release of new versions would identify hidden issues and confirm we’re on the right track
- User interviews
- Journey mapping
- Stakeholder engagement
- Question writing
- Key insight artefact
Completed in April 2014