Given the nature and sensitivity of this medical process, I chose to focus primarily on first-hand observation and survey data to minimize my disruption.
I spent two months at the clinic, observing and helping. I focused primarily on answering questions over the phone and in-person, but also assisted in checking patients in and out. Through these interactions, it was apparent that information on the site was not being absorbed or accessed.
The staff reiterated that they answered the same questions everyday. Additionally, it became apparent that the clinic saw patients of all races, ages, and situations. Therefore, there was no specific end user. Boxing in the end-user to a specific set of parameters would only limit the redesign. The only constant was the user’s need for accessible information.
To begin understanding a top level view of the user, I assembled some basic data from demographical information provided by the clinic. You'll notice that a variety of the fields had values that demonstrated no particular trend, specifically, average income, marital status, and education level.
An online survey was created and tje fpr, was handed out to patients to understand what patients were trying to find and what they were having difficulty finding.
Sample size: 91 participants.
94% of participants were trying to find information about abortion care
25% of participants were trying to find information about the appointment
19% of participants were trying to find contact info
34% of participants were trying to find address
41% of participants were trying to find information about fees
13% of participants were trying to find information about financial assistan
20% of participants were trying to find reviews
23% people had difficulty finding information about the appointment
11% people had difficulty finding information about the abortion care
45% people had difficulty finding information about fees