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 Problem

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.

The Process

Step One: Process Mapping

I delved into the admission process and created a process map.

I highlighted the moments where patients interacted with hospital staff and identified that the front office admission staff processed all of the hospital admissions. 

I highlighted the moments where patients interacted with hospital staff and identified that the front office admission staff processed all of the hospital admissions. 

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.

Read the questions I asked patients here.

Insights

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.

Reflections

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
 

Skills

  • User interviews
  • Journey mapping
  • Stakeholder engagement
  • Question writing
  • Key insight artefact

Status

Completed in April 2014