I had the opportunity to lead UX research for one of the important pages on our website, where I was involved in participant recruitment, conducting user interviews, analysing data analysis and presenting actionable insights to 4 product managers and the Head of the product development team.
Description
As of August 2024, I worked as a Product Designer Apprentice on a B2B healthcare management website. The website is used by over 600 staff to manage seniors' health records, financial information, appointment scheduling, and external volunteering records.
Preliminary analysis showed that 90% of users depend on the Notifications page to complete key tasks such as appointment bookings, invoice generations, and document uploads.
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Research objectives include identifying user needs, determine essential functionalities for the Notifications page within the website. We aim to revamp and enhance the functionalities to meet user needs.
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12 participants of different roles from 4 business units including Day Care, Day Rehab Care, Home Care and the finance team were successfully recruited and interviewed with open-ended questions.
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More on methodology
We conducted 30-45 minutes moderated 1:1 interviews with nurses, care coordinators, centre managers, physiotherapists and a finance manager. Using a semi-structured format, participants shared their screens while discussing their daily responsibilities, types of notifications received, challenges in managing them, and suggestions for improvement.
Actionable insights
We identified six key findings to be discussed with product managers, with the aim of aligning on priorities and incorporating them into future sprints to improve the user experience.
Upcoming appointment reminders
Clinicians, including nurses and physiotherapist reported not receiving any appointment reminders and requested this feature to be added to support easier scheduling. Furthermore, staff suggested removing notifications for appointments skipped due to public holidays, as these can accumulate up to 20 duplicates. They find this redundant and often ignore these notifications.
This insight highlights the need to prioritise and refine notification types to ensure smooth operations for all roles.
Appointment cancellation reminders
Users find it tedious to manually cancel appointments in the system when clients respond 'No' to appointment reminders via SMS or Whatsapp.
This insight highlights the need for cancellation automation to optimise appointment scheduling and reduce manual workload. This enhancement has been designed and will be implemented for the home care team.
Reminder of service plan status
Users highlighted that reminders to change appointment statuses to 'Admitted' would help ensure Medisave activation. Due to the high daily client volume, staff occasionally forget, resulting in client frustrations over unexpected out-of-pocket expenses.
This underscores the need for timely prompts on pending actions needed to prevent unnecessary financial issues.
Reminder of clients' form status
Users shared that receiving notifications about system auto-completed forms is not useful in their daily tasks and request their removal. Additionally, they find it redundant to be alerted on subsequent edits of the same form by colleagues, as the accumulation of such alerts can bury the more important notifications.
This insight highlights the need to declutter notifications and prioritise critical alerts to support users' focus on essential tasks.
User interface
Among the UI issues raised, users shared that the notifications full page was less user-friendly than the pop-up because the short table height makes it difficult to view all notifications at a glance.
Method of receiving notifications
Users suggested further improvements to streamline their workflow, including the integration of their appointment with Google Calendar. Currently, they manage schedules using both the internal system and Google Calendar, which creates additional steps and increases the risk of missed appointments.
Additionally, users expressed interest in having appointment features incorporated into the company's existing internal mobile app, as they primarily use their work phones when visiting and checking in on clients. This would provide greater convenience in their daily tasks.