Outcomes​

Invoices section - Led to further research on why users wanted a particular filtering option requested by the PO

​​

Year: Feb. 2023

Role: UX Researcher

Research Methods: Usability and Interview Hybrid Testing

Tools: Mural, Figma, EnjoyHQ, Azure DevOps Server, Microsoft Teams

In collaboration with:  UX Designers, Product Owners, Business Analysts, UX Writer

​

Context: 

​

​

​

​

​

​

​

​

​

​

​

​

​

​

​

​

​

​

​

​

​

​

​

​

​

​

​

​

​

​

​

​

​​

Purpose of the Study​

Objective:

• Evaluate whether design features are intuitive

• Can users see themselves utilizing this rather than making a call?

 

Moderated Usability Testing & Interview hybrid

• Created moderated guide taking into consideration what Product Owners and Designers wanted to learn from users

• Created an interview question rather than a usability task dedicated to understanding user concerns with statuses

  • ​I had 30 minutes with users and had to prioritize higher-priority requests and concerns from stakeholders

​

​Interview questions on usability and usefulness of statuses for both Invoices & Claims features

​

Research Process

​

​

​

​

​

​

​

​

​

​

​

​

​

​

​

​

​

 

From analyzing previous research, I hypothesized: ​In the most up-to-date prototype for user testing, the unclear status presentations will continue to cause user confusion

​

 

Met with Researchers who conducted previous research

​

• Asked them why changes haven't been made from previous studies about challenges users had with statuses on the invoices features

• From conversations with Researchers, I realized I would have to drive home the importance of confusion users might have with statuses on the invoices features if the issue arises

​​​​​​​​

 

Collaboration pre-user testing w/ Invoice & Claims teams

​

• Designer Meetings:

  • I provided feedback on previous research to most current designs

    • For example, I shared with the designers the previous challenges users experienced when understanding the purpose of the status

    • The designer shared that they were unsure and I should ask the Product Owners further

​

• ​Product Owner meetings:

  • During the kickoff meeting, I followed up with Product Owners on the invoices team about confusion the statuses caused 

  • Product Owners shared they needed additional research to determine if changing the statuses names would be necessary

 

Study Overview

​

Users

Internal users (Account Managers): have to track both claims and invoices manually through Excel sheets. The Account Managers have to track every single claim and invoice and have to send out emails to external users and other stakeholders involved to make sure that a claim or invoice was filed and if it has been processed. 

​

External users (Risk Managers): have desired a centralized place to track their billing and claims, without always having to reach out to their Account Manager for this information.

​

• 11 User Testing sessions

  • Internal Users (Account Managers)  = 8

  • External Users (Risk Managers/Clients)  = 3

• 50 minute - 1 hour long remote sessions

​

​

User Testing Process

​

​

​

​

​

​

​

​

​

​

​

Continuous Collaboration

Though the Product Owners did not mark the statuses as one of their higher priority tasks and questions, I ensured that I would incorporate the statuses in the moderator guide

​

• Continuous communication during user testing sessions​

  • Previous to beginning the usability and interview hybrid sessions, I requested designers make changes to prototypes to mitigate user confusion

    • i.e. all the invoices on the invoices features had the same name, I requested that designers change it to have different names so I can create a more efficient usability test​

  • I actively reminded Product Owners & Designers when our next user testing session is so they can observe

    • I created a mural board to keep track of who would be able to attend the user tes​​​​​​​​​​

 

Data Analysis

​

Connected findings across Invoices & Claims sections

Initially, my main hypothesis focused on the need for clarity on the language used on the statuses

 

However, what emerged unexpectedly was the unprompted desire from users to see amounts on their invoices and claims, a concern that gained prominence during the study. While this was mentioned by only a few users in previous research, it became a significant concern for most participants, underscoring its importance in our data analysis.

​

 

 

 

 

 

 

 

 

 

 

 

 

 

 

​

​

​

​

​

​

​

 

 

Socialized Findings​

​

High Level Share Outs

• Senior Product Owners

Detailed Share Outs with Individual Teams

• Designers

• Product Owners and Business Analysts​​​​​​​​​​​​​​​​

​

Detailed Share Outs with Individual Teams

​

Are the design features intuitive?

• Yes

Can users see themselves utilizing this

rather than making a call?

• If action of statuses is not clear, it is not usable

• Need to see amounts

​​​​​​​​​​​​​

​

​

​

​

​

​

​

​

​

​

​

​

Outcomes

​

Claims

• Led to Experience Design Claims team to

re-evaluate meaning of statuses

Invoices

• Prompted Product Owners on XD Invoices to request

additional research from my finding

Both Teams

• Started conversation on users’ desires to see amounts

• Fostered stronger relationships with stakeholders

​​

​

Challenges

• The project stakeholders were not convinced of the value of UX research

• Culturally, the business was not entirely comfortable with researchers talking to clients

• Recruitment Hurdles: Contacting External Users 

 

​

​

​

• Claims team pushback on research 

  • external user participation

​

Overcoming Challenges

​

Claim’s team pushback on small user pool:

• Importance of Internal User perspective

 

Project stakeholders not convinced of the value of UX research

• ​

  • Explained analysis

  • Educated Stakeholders

  • Answer stakeholder questions

​

​

​

​

​

​

​

​