As a group, participants found the MyUHS site cumbersome, dated, unintuitive, and not particularly user-friendly. An excessive amount of text throughout made it difficult to immediately understand the appropriate next step(s), and resulted in participants skimming for crucial information, and often overlooking it. User feedback indicates that MyUHS should consider trimming repetitive content and focusing on clear directions to help the user quickly and correctly advance through the system.
Unconventional button placement coupled with indistinct graphic design — several users commented that the buttons were hard to notice at first, as they look so similar to the text, with the same font and background color — caused participants to fail to proceed correctly, or to feel unsure of the next step. Users also often clicked the wrong button, because they instinctively assumed the button on the right would take them forward in the process. The fact that this error was repeated by multiple users, and often multiple times, indicates that switching the “Continue” and “Cancel” button placement would help to improve usability, and by extension, the user experience.
Limited language / descriptive text and selection options in terms of the various ailments a user can seek medical care for led to some confusion among participants, with multiple users choosing the incorrect provider for the condition in question, or prioritizing the wrong symptom (since the system only allows the user to select one ailment or symptom). Adding descriptive text for each ailment could help users make more accurate selections when booking online appointments, and ultimately reduce instances of users accidentally booking appointments with the wrong providers.
Each of these issues contributed to various task failures and a general sense of frustration and confusion. These results provide UHS with a general, big-picture view of their average user’s experience, as well as insights into some of the pain points and roadblocks that frequently prevent successful online appointment booking. The data and user feedback collected in this study can also be used to facilitate discussions with the service provider around the current system configuration, as well as future service negotiations.
In the short term, continuing to gather feedback from their users, and implementing some of the simple recommendations provided here — minimizing unnecessary text, making button placement more visible and intuitive, and providing more detail around specific ailments and symptom classifications — will help to improve the overall MyUHS user experience.
Completed: May 6, 2015