Patient Scheduling

Research Test Details

Purpose: Evaluate the usability, clarity, and workflow alignment of the patient scheduling system.

Goals:

• Understand how users interpret key screens, actions, and terminology
• Identify usability issues that may impact patient or clinician workflows
• Evaluate whether the experience supports safe, efficient decision making
• Capture emotional responses, pain points, and moments of confusion
• Gather insights to inform design improvements and reduce friction

Objectives:

• Can users complete the primary tasks without assistance?
• Do users understand the navigation, labels, and calls to action?
• Where do users hesitate, struggle, or express uncertainty?
• Does the experience align with real world clinical or patient workflows?
• What expectations do users bring to this experience?

Methodology:

• Moderated usability testing (remote)
• LiveShare sessions conducted via Lookback, with observers joining through the Observer Lobby
• 30 - 45 minutes per participant
• 7 participants - Selected based on client needs & recruited through approved methods

Data Collected:

• Screen recordings
• Participant audio/video
• Moderator notes
• Observer timestamped notes
• Behavioral observations
• Key quotes
• Task success metrics

Success Metrics:

• Task Success: Completed / Partially completed / Not completed
• Time on task
• Errors or missteps
• Confidence rating
• Observed friction points
• Emotional cues (frustration, confusion, delight)

Deliverables:

• Usability Findings Report
• Highlight Reel ( 2 - 5 minutes)
• Prioritized Recommendations
• Updated workflow or design suggestions
• Presentation for stakeholders

Considerations:

• Participants will be informed of recording and consent
• No PHI will be collected during testing
• All data will be stored securely
• Participants may withdraw at any time