Insurance for Underserved Communities | Website Redesign Project
Researching and designing a fresh, new website experience inspired by the members and local history of a Medicaid/Medicare program.
Senior UX Researcher | 12 Weeks | Foundational & Evaluative Research | 2022
Business Needs
This foundational and evaluative user-centered design and research project first aimed to surface insights about the needs, motivations, pain points, and blockers that arise with healthcare program members and non-members and their health providers. My research informed several concepts created by the design team, leading to evaluative user research which tested and validated design and content concepts for a seamless website.
Process
1. Align with Design Team and Oversee Stakeholder Interviews
- Worked within a team of a design director, 2 UX designers, a content strategist, and a project manager to schedule stakeholder interviews, review primary research, and plan intercept interviews for a user-centered design and research engagement.
- Monitored incoming data collected by the UX designer during stakeholder interviews.
2. Conduct Foundational Intercept Interviews
- Traveled to a Community Resource Center with a UX designer to conduct 17 15-minute intercept interviews over 2 days with 11 native English speaker and 6 native Spanish speakers (utilizing a Spanish translation tool).
3. Deliver Topline Insights Report
- Synthesized and presented high-level findings and emerging themes in a “Topline Report” based on my initial impressions and observations one-day after the intercept interviews.
4. Facilitate Client Workshop with Designers
- Transferred written insights to a Figma deck in preparation for the client workshop.
- Held an in-person client workshop with 8 stakeholders to share stakeholder and research findings, conduct empathy mapping, plot experience continuums, present UX audit, organize inspirational images, map priority circles, and ideate early-stage concepts.
5. Support Design Phase
- Contributed to an internal concept card session to refine preliminary designs according to design pillars.
- Shadowed designers during their iterative design process while providing evidence-based support.
6. Conduct Evaluative Research
- Held 17 75-minute sessions with healthcare program members and non-members to test mid-fidelity design concepts alongside an additional Spanish speaking researcher.
Analysis and Outcomes
- Synthesized and presented round 2 “Topline Report” to the client with insights and quotes while facilitating group discussion.
- Crafted 4 video highlight clips to visually articulate insights and capture key participant quotes.
The Healthcare program was able to launch their new website the following year, in 2023, with finalized designs delivered post-research and support from our development team.
