Novell Feedback
Case Study
In partnership with NOVELL Redesign and the Florey Institute of Neuroscience and Mental Health, as a team, we designed a digitally accessible survey application for a systematic and long lasting evaluation of healthcare spaces.
Scope: UI Design, Ideation, UX Research, Wireframes, Low-fi/High-fi Prototype, Presentation
Tools: Figma, Adobe CC
Starting Point
How might we make an engaging and
Accessible feedback tool for healthcare spaces.
Happy or Not is a customer satisfaction tool used to collect customer feedback easily by asking the customers whether they are happy with their experience or not.
To survey or not to survey?
Our process started with benchmarking existing products active in the healthcare and feedback space. We also explored how users approached giving feedback and different modes of getting the product to the users.
This involved:
-
Competitor analysis
-
Field research
e.g.
Qualtrics is a software to deliver better experiences
in contact centres and across every
digital and physical touchpoints.
Point of Acess
All users indicated that their main point of access was a handheld mobile device or laptop. All users in qualitative methods expressed a strong boundary around the hypothetical need to download an application onto their phone in order to complete feedback.​ This had a negative response from users who did not want to go through the extra steps without monetary incentive. This sentiment is also represented strongly in our qualitative data as 86.4% of users said they would not download an application.
​
Motivation
All users had previously engaged in some level of feedback-based survey, with the majority agreeing that the act of giving feedback had a medium to high importance. Most users cited the existence of a catalyst as a reason for providing feedback, such as when they had interactions or experiences within the space that were exceptionally good or bad. ​The urge to help fix an issue and make a positive difference was also noted as the main motivation amongst some users, as was participation as a favour to another.
​
Limits
All users indicated some level of hesitancy in providing photographic content. Of those who were fully against it, the main factor was time constraints and the implication that the photos would have to be saved on their personal device. Of those who were more open to an idea, privacy was the main concern, ‘as long as they didn’t have to include themselves/family’ - These users also positively responded to the concept of being able to provide a visual reference to their commentary.
​
A possible pain point based on the user’s past experiences was application malfunction and poor design. This was specifically expressed as a lengthy login process, long questions or the application crashing. In terms of the agreed upon ‘acceptable’ length of the feedback survey, users stated that depending on the content of the survey they would be open to 5-10 minutes completion time. This is in contrast with 100% of survey users who preferred a length of fewer than 5 minutes.
Visual
Users had mixed responses about how a scale should be presented, some argued that numbers were clear whilst others considered clear language (good/bad) was more accessible when understanding the weight of the scale system. This was clarified by our quantitative data where 63.3% of users surveyed indicated a preference for a numbered scale. Additionally, more than half of users were open to receiving updates on a survey they have completed however only 10% were genuinely interested in doing so.
Early concept exploration included sketches, journey planning and the ‘crazy 8’ method. This created a divergent list of ideas that we could converge into the most reasonable and effective approach. We developed multiple low-fidelity concepts to present within our team including the elements our research had identified as key design features (media upload, in-depth comments, user profile, and scale options). We incorporated card sorting to identify possible accessibility and inclusivity issues our users might have. Each concept was then discussed in detail and synthesised into our product.
User Journey Scenario
-
Joshua visits for his fortnightly diabetes check-up, as a regular visitor, he notices not many changes within the hospital environment.
-
Feeling a bit bored, Joshua opens his phone and connects to the local wifi at the hospital.
-
A pop-up appears on his screen, asking if they would like to provide feedback, he clicks on the agree button and selects the form option.
-
He completes the form as he waits for his appointment and after he visits the hospital he receives an email on the latest related news.
How to design a Survey...
User research was a large part of the project scope. This included qualitative and quantitative data sourced from User Interviews and User Survey. Our research data was analysed under 4 main categories:
​
Key design features
The context of a healthcare setting meant designing for a wide range of abilities. This was achieved by including multiple features for accessibility for users who may require them, including:
The context of a healthcare setting meant designing for a wide range of abilities. This was achieved by including multiple features for accessibility for users who may require them, including:
​
• Light/dark interface for colour blindness; We have a toggle function where users who may need a darker interface can activate it through the toggle.
• Being aware of touch zone sizes for users who may have limited use of their hands or motor issues.
• Sound annotations which serve as audio descriptions of all elements for users who may be visually impaired.
• Including an option of different text sizes for all users to choose whichever is comfortable for them visually.
• Using clear and specific taxonomy for different information such as “share email/phone number” separately instead of just “copy” which may confuse users.
​
Simplicity
Time was a huge factor to our users, the ideal time to complete a form of feedback survey was around 5 minutes. We achieved this by including a mix of short closed and open questions with a favoured 1-5 scale system. Our feedback survey application can be accessible via QR or NFC, both methods only require a browser link (no download needed). No login will be needed to participate, however personal details such as age/status will be required.
​
Empathy
Our research revealed that a secondary factor to participation was helping others and to make a difference. We made sure our application was shareable whilst giving users the option to receive updates on their participation. Our application also thanks users for their participation and clarifies that it will make a difference..
The Final Key Frames
