medrec source powerpoint presentation of the research results

User Research Report

A review the web portal

for account representatives

by Alisha Kimberley, User Researcher akimber2@kent.edu

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FindingsKnow what your users know

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FindingsKnow what your users know

Overview

• Purpose of the research

• Recruitment

• Research method

• Data analysis

• Key Findings and Recommendations

• Open forum

Account representatives use the web portal to complete their clients’ requests for records.

Why are we researching?

Uncover ways to improve uponthe web portal’s function

Increase the productivity ofaccount representatives

3) What questions about how to use the database have you fielded from your clients?

The issues we are working on

To uncover the design issues within the database that are hindering representatives’ efficiency.

1) What are the main frustrations you experience while working within the MedRec Source database?

2) What functions could be designed differently to help you perform your job better?

All reps who participated did soon a voluntary basis

outside of working hours.

Recruitment

• We directly asked reps what they believed was successful and what needed improvement within the web portal.

Research Method 1: Interviews

• However, the majority of the questionnaire was built so the data could be quantified using a 1 to 5 scale, with 5 being considered a complete design success.

Data Analysis: Interviews

Tallies and Comments in an Excel document

3.50

0.00

2.50

5.00

Average answer from all reps

Overall satisfactionwith web portal

The Results: Interviews

• We observed areas of the portal that scored 3.0 or below during the interviews.

Research Method 2: Field Studies

• We documented the different ways reps accomplished their most important tasks

• We encouraged the reps to share their insights.

Data Analysis: Field Studies

Sift through notes,then sort the main points into categories

The Results: #1

Recommendation

Key Finding Reps often use the ‘Submitted’ status.

The Results: #2

Key Finding Dashes are not accepted.

Recommendation

The Results: #3

Key Finding It takes eight clicks to print one cover sheet.

RecommendationClick PRINT button on

Work Order Screen

Uncheck SELECT ALL to remove the

checkmarks from every selection

Place a checkmark next to the COVER LETTER

selection

Hit the CONTINUE button in the lower

right

Click the newly generated link to

download the Cover Sheet document

Click the downloaded Cover Sheet in the

lower left-hand side of the screen

The Cover Sheet pulls up. Hit the PRINT

button to send it to the printer.

Choose your printer and hit the PRINT

button again.

The Results: #4

Key Finding Clients says portions of the medical records were missing.

Recommendation

The Results: #5

Key Finding Multiple documents need to be assigned to one work order.

Recommendation

The Results: #6

Key Finding All comments are mashed together.

Recommendation

The Results: #7

Key Finding Clients type “Order Billing” into their medical records requests.

Recommendation Add a checkbox that will automatically request billing.

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FindingsKnow what your users know

Review Your Report

Questions?

Alisha Kimberley, User Researcher akimber2@kent.edu

612-396-7963

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FindingsKnow what your users know