Issue

A healthcare company wanted to better understand how its users intend to interact with a healthcare plan selection tool. The goals were to identify knowledge gaps in the plan selection process, assess different interpretations of healthcare costs, determine if the benefit information was clear and ensure that the interface instructions would guide users through the process with ease.

Process

We conducted an in-person usability test. During each session, we gave participants a specific task to accomplish and instructed them to think aloud so we could record reactions and thought processes. The tasks were carefully crafted to eliminate any trigger words that might bias users' interaction with the interfaces. We observed users' processes, pauses, errors and reactions to each screen and immediately debriefed each participant for greater understanding.

Result

Market Strategies identified more than 90 improvements in the prototype's interface design, information architecture, interaction design, language, content and technology implementation.

< Back to Library