OneHealth: Unmoderated Usability Test (Maze)

This is the last article about the current stage of the project OneHealth. It’s time to present the results and how the usability test was planned. (In case you are interested in the first and second articles, User research and Style guide).

Unmoderated Usability test

In Jun-Aug/20 I developed a low-fi version of this project and ran moderated usability tests. Those tests were useful to validate the idea and concepts.

In this project’s phase, I created a mid-fidelity prototype and added extra features, thus a new usability test was necessary. This time I decided to use Maze to run an unmoderated usability test, because it is faster to generate data (if you want to read more about Maze this article might be useful).

Test plan

To plan this test, I took in consideration the usability test from the low-fidelity prototype, and decided to test the most important features and the new features that were added to this version.

• Sign up inline button

• Book a test feature from main profile interface

• Pick a date feature

• Book as soon as possible and book for another person feature

• Forward result button

• Account recovery

To each task I prepared a short scenario. Differently from a moderated usability test these descriptions need to be short and straight forward, otherwise the user might drop out or forget what he needs to do.

To each task I also prepared a follow-up question if they give-up, this might add useful insights.

I also asked how they felt after completing each task to better understand their emotions.

Before releasing the official test, I tested the test to avoid mistakes and analyse if the scenarios were easily understandable.

Results

1-) Sign-up

The first task was to test the sign-up inline button “Primeira vez? Crie sua conta”

I created a small scenario

Register yourself at OneHealth.

You are at home on your sofa, you open the app OneHealth to book an electrocardiogram that was requested by your doctor.

How are you going to register yourself on OneHealth?

Sign-up (HeatMap)

Due to the low success rate this interface needs to be reworked. Some users got lost and couldn’t recover, still is totally possible to find a new solution to increase the success rate.

2-) Book a test feature from the main profile interface

Scenario

Book an electrocardiogram

You are already registered at OneHealth, now you need to book a electrocardiogram.

How are you going to book the electrocardiogram?

The goal was to understand how the user would search for the button “Agendar exame” and how they would inform the exam (manually or uploading the doctor request).

Main profile interface (HeatMap)

Although, the success was ok, it could be improved decreasing the number of elements on the interface. The profile feature will also be reworked.

To inform the doctor request, most of the respondents went directly to the button “enviar imagem” or upload image. This was a big victory because on the first version this was the biggest challenge.

3-) Pick a date feature

The goal was to test the button “Escolher datas” and the flow to pick a date and choose a period of the day.

The scenario was

Pick a specific date

You are a busy person and need to book a specific time slot to do your medical test.

How are you going to pick a specific time slot?

Pick a date (HeatMap)

How are you going to pick a specific time slot?

Here the result needs to be corrected, the Direct success is right, but the indirect success should be 31%, what brings total success near to the 80%. The 20% that were missing are from people who get lost and could not recover.

This happened because the end interface of the test was shared for both paths on the prototype.

The results from pick a period of the day had an average of 85% Direct success. This was another victory because it was the second biggest challenge from the first version.

4, 5, 6 -)

• Book as soon as possible and book for another person feature

• Forward result button

•Account recovery

Profile, login, choose a date (HeatMap) choose a pacient(ClickMap)

The last 3 tasks had an acceptable total success rate (direct + indirect success, over 85% to each one). The profile section is going through a rework to decrease the number of elements on the interface to make it more user-friendly.

Conclusion

I noticed that the tasks which less elements on the interface had better success rate. The login and the profile interface are going to be reworked on the next version of this project.

The opportunity to do this unmoderated usability allowed me to quickly generate data and validate concepts. It is a powerful tool to be used by agile and lean UX teams.

A important learning that I had from this case was to test the test, before releasing it. You need to check how it runs on people devices, check the questions, check how people understand the prototype and the app that runs it. Doing this will improve the quality of your test.

Note: Please note that this is a case study, on a real project I would test it with many more people

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UX Designer, UX Researcher

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