LifeSpring is a community health ministry which provides health education and promotion, and medical services. I worked on their website update project as a volunteer UX designer to make it more user-friendly.
Project Goals
Identify problems and improve the design for their website in order to:
- Increase the internal productivity
- Improve customer experience/patient satisfaction
- Increase patient referrals/new patients
Stakeholder Questionnaire
Goals
- Understand how LifeSpring’s employees are using the website
- Find out needs and frustrations of LifeSpring’s employees regarding the website
- Discover ideas which can reduce workload of LifeSpring’s employees using the website
Questions
- What is your role in the company?
- What is the purpose of using the website in your role?
- What kind of functions on the website would help you or reduce your work?
- Can you explain any difficulties or frustrations you have had when using the website?
- Is there anything else you would like to share with me?
Key Takeaways
It would be helpful for LifeSpring's employees if the website has...
It would be helpful for patients if the website has...
It would be helpful for LifeSpring's employees if the website has...
- Online forms to fill out in advance and returned via website (New patient information forms, patient screening tools for appointments, and volunteer application)
- Office phone/fax numbers, office address and office email address
- Latest information about programs (Add more information about Asthma program or Care Coordination
- A section for a family to request help for resources in community health worker page
- Event calendar which shows what is happening on a weekly basis
It would be helpful for patients if the website has...
- Schedules for Covid-19 vaccine (1st and 2nd dosage) and Covid-19 testing
- Spanish or Arabic translation function
- Covid-19 hot line information
- Resources for WIC application or food bank hours
User Survey
Goals
- Find out what kind of information is essential for users when deciding a pediatrician
- Understand what website function would be helpful for users
- Verify if the current Covid-19 vaccine information is obvious to users
Questions
1. When you choose a pediatrician for your child(ren) what factors ar every important to you? Please choose all that apply.
2. What would make it easier for you to visit a pediatric office? Please choose all that apply.
3. Please take a look at the image below. How obvious is the "FREE Covid-19 vaccine" information to you?
1. When you choose a pediatrician for your child(ren) what factors ar every important to you? Please choose all that apply.
- Location
- Office Hours
- Information on doctors and providers
- Accepted Insurance
- History of pediatric practice
- Reviews by other patients and families
- Service that they provide
- Others
2. What would make it easier for you to visit a pediatric office? Please choose all that apply.
- The ability to make appointments online
- The ability to view your child’s vaccine schedule online
- The ability to view your child’s timeline for “well-child” checkups
- Other
3. Please take a look at the image below. How obvious is the "FREE Covid-19 vaccine" information to you?
- Very Obvious
- Relatively Obvious
- Not Obvious
- I could not find it
Answers (8 responses)
1. When you choose apediatrician for your child(ren) what factors are very important to you? Please choose all that apply.
2. What would make it easier for you to visit a pediatric office? Please choose all that apply.
3. Please take a look at the image below. How obvious is the "FREE Covid-19 vaccine" information to you?
Key Takeaways
- The most essential information for users when deciding a pediatrician are 1) Location 2) Accepted insurance 3) Information of doctors and providers 4) Office hours and Reviews by other patients/families.
- Some users also want know services that pediatrician provides and history of pediatric practice.
- The ability to make appointments online will be very helpful for users. The ability to view child’s vaccine schedule and child’s timeline for “well- child” checkups online also helps users.
- The current “FREE Covid-19” vaccine information is not obvious or cannot be found for many users.
User Interview
Research Goals
Questions
Summary
- To understand the process of becoming a volunteer
- To understand the process for enrolling your children as patients
- To find out what the key factors are that make LifeSpring special
- To uncover any difficulties when taking one’s children to LifeSpring
- To learn if parents find the LifeSpring website useful (if so, what do they find useful)
- Discover what would make users want to look at the website
Questions
- Could you tell me a little bit about yourself? (What is your occupation, how is your usual day look like)
- Could you tell me about relationship to LifeSpring?
- How often do you use the internet?
- When you look for a pediatrician how would you do it?
- What factors do you consider when deciding a pediatrician?
- Think about when you visited a pediatric office in the past. Are there anything that you felt nervous or frustrated?
- Are there any differences between taking your children to a pediatric and going to see a doctor by yourself?
- If you would like to get a Covid-19 vaccine how would you do it? What would you like to know?
- Have you looked at LifeSpring’s website? If yes, what was the purpose of using the website?
- What would make you want to visit the website?
Summary
- She got an opportunity to work as a volunteer at LifeSpring through a friend from her church.
- She built a strong and trustful relationship with people working at LifeSpring while she was a volunteer, so naturally she was determined to enroll her kids as patients.
- She thinks that LifeSpring is special because everyone working at LifeSpring is very kind, considerate, and respectful. As an immigrant, she believes that cross-cultural understanding is a key to closing the gap between Americans and immigrants.
- Location and information on doctors would help her decide when choosing a pediatrician.
- She has used the website to obtain a vaccination form for her children’s preschool in the past. She found a contact email address easily and received the form via email.
- If there were some advice on the website about how to raise a child it would encourage her to look at it. She would love to read advice from doctors and providers who she trusts rather than random internet information.