User Research for Health Care Costs Prototype
Client
Kaiser Permanente
Industry
Health care
Services Provided
User Research
Methodology
In-person interviews while users perform tasks on online prototype as directed by interviewer. Interviews recorded using Morae.
Description
Understanding and managing health care finances was a known pain point of Kaiser Permanente members. A team of stakeholders and designers worked via an iterative design process to develop a prototype that would make it easier for members to handle the costs of their health care.
Objectives
Validate new conceptual framework and early phase prototype of kp.org financial space. Identify problem areas in the prototype and opportunities for improvement.
My role
As the sole user researcher dedicated to this project, I was embedded with the design team, conducting prototype testing on each of the 3 phases of the prototype design.
My Process
1. Understand research goals
The team did a deep dive to understand the pain points of members managing their health care costs.
A design brainstorming session led to the first phase of the prototype.
I worked with the team to clarify research objectives and understand what areas of the prototype they wanted validated.
2. Design and conduct the study
In-person interviews in a Kaiser Permanente research lab as participants interacted with an online, clickable prototype. Computer screen interactions and interviews were recorded on Morae.
I developed hypothetical scenarios that could happen in real life where a person would be faced with medical costs partially covered by health insurance. During the study, I described the scenarios and then asked specific questions about health care costs; participants would need to interact with the prototype in order to find answers to the questions.
3. Report Findings
It’s telling me I owe this amount but it’s not telling me why.
Participant 3
I don’t know what the difference is between a deductible and coinsurance and your out of pocket.
Participant 6
Is my out of pocket higher than my deductible? That’s what I get confused about.
Participant 8