Evaluative Product Research: Usability / Beta Release / Concept Testing
Context
As a lead researcher on the health care provider user team, I spearheaded a two-phase study evaluating new scheduling features designed to simplify and speed up appointment booking, ultimately boosting patient conversions. Due to technology delays, we adopted a phased approach—testing near-term features first while informing future development. See a similar desktop UI (below).
Research Goals & Methodology
Our goal was to understand clinicians’ workflows to enhance efficiency and increase appointment conversions. Collaborating globally with Product, Engineering, Design, and Content, we targeted high-impact areas where users faced the most change or confusion. See details below.
We engaged representative clinical users across various platforms and tech proficiency levels, conducting:
Pre-beta user interviews to identify urgent issues and gather early feedback
A two-week field trial of new features with issue tracking
Follow-up interviews and concept reviews to deepen insights
Analysis & Synthesis
I prioritized findings based on risk—starting with patient and clinical safety issues, then addressing efficiency blockers. Syntheses from each phase informed roadmap decisions, supported by collaborative workshops and visual task analyses (migrated from Excel to Miro). See details below.
Recommendations & Impact
Recommendations were delivered in real-time via accessible Miro boards, later formalized into reports and presentations for stakeholders. Key priorities included:
Mitigating errors impacting patient safety (e.g., alert/icon use)
Clarifying confusing interactions (e.g., drag-and-drop scheduling)
Enhancing accessibility (e.g., color, size, aspect ratios)
The Product team acted swiftly on top concerns, optimizing user experience and reducing risks. I ensured thorough documentation and prioritized handoff materials to support ongoing and future teams amid organizational shifts.
Reflections
This initiative showcased the power of diverse tools—surveys, Figma prototypes, Dscout interviews—and the importance of advocacy, patience, and transparency in driving meaningful results. I valued collaborating end-to-end, knowing our work directly improved daily workflows for hundreds of clinicians and care for thousands of patients.