Rebecca Deitch, M.S., CPACC
Experienced UX Strategist & Accessibility Lead
Usability testing with a focus on IBD care
Introduction
This project aimed to assess the usability and effectiveness of a redesigned healthcare website through focused testing with Gastroenterologists treating IBD patients. The primary objectives were to evaluate how well the new design aligns with the workflows of healthcare providers and to uncover actionable insights for future updates.
The target audience for this project included GI doctors, Nurse Practitioners, and Physician Assistants who specialize in IBD care. Their expertise and feedback were integral to ensuring that the redesigned site addressed the specific needs of professionals in a fast-paced clinical setting.
Problem statement
The client asked us to evaluate the usability of their redesigned website, focusing on ease of navigation. This research aimed to determine whether the site effectively met user needs, identified pain points, and uncover any opportunities to for future updates.
Methodology
For this study, we recruited 16 participants, including a mix of Nurse Practitioners (NPs) and Physician Assistants (PAs) representing 4 of the 16 participants. Both desktop and mobile sessions were conducted to ensure comprehensive feedback across platforms. Participants were tasked with navigating specific pages, such as efficacy, dosing, safety, and patient support programs. During the tasks, participants were encouraged to think aloud, sharing their honest opinions and real-time observations. At the conclusion of each session, post-test questions were administered to gather additional insights and reflections.
Findings
Through data synthesis, we observed that healthcare providers could navigate the site with ease, but some participants encountered difficulties locating the 'Request a Rep' button. While most participants did not mind the long pages and preferred scrolling over using anchor links, there was notable confusion around the functionality of the links. Some participants correctly identified that the anchor links would take them further down the page, while others mistakenly perceived them as tabs or links to separate pages. We also discovered that healthcare providers showed minimal interest in videos or other forms of media content, citing a lack of time to engage with these elements. These represent just some of the key findings from the study.
We recommended maintaining the current navigation structure, as the majority of participants were able to navigate the site with ease. To address the confusion surrounding anchor links, we suggested updating their design to make their functionality more intuitive and clear to users. Although some participants had difficulty locating the 'Request a Rep' button, we recommended keeping it in its current location. This decision was based on the understanding that most healthcare providers already have a representative for this particular brand and can use the navigation menu or CTAs throughout the site to locate this feature if needed. These were just some of the key recommendations we provided to improve the overall user experience.