Gillette Children’s Hospital Usability Review
What is Gillette Children’s Hospital?
Gillette Children’s Hospital is a leader in Children’s specialty healthcare, and they were looking for feedback on the usability of their ‘Kid’s Health Matters’ page. Their team asked us to evaluate their website’s usability, hierarchy, find-ability, and navigation to better help those who are looking for healthcare resources.
The Problem?
The ‘Kid’s Health Matters’ page on the Gillette Children’s Hospital website has tons of great resources for parents and family members, but the main navigation and find-ability of the page were not differentiated from the main Gillette website page.
How can we quickly and accurately direct users to the resources that are appropriate for their situation?
Team: Angela Strensrud, Rachel Nielsen and Anisa Osman
Role: Researcher, Testing Moderator, UX / Product Designer
Methods: Evaluative Research / Usability Review, Moderated Remote Usability Testing, Think-Aloud Usability Testing
Tools: Zoom, Invision, Google Suite, Keynote
Recommendations
The Kid’s Health Matters page is full of great resources and stories about children’s specialty care, but we were able to find a handful of ways that the site’s usability and recognition could be improved. Major categories included:
•Making changes to the layout and design of the KHM website.
•Make improvements to the navigation within the KHM page, so that users are not navigating back to the Gillette Children’s hospital page without knowing it.
•Add more information including a mission statement and organization goals to the homepage to better communicate the purpose of the KHM page.
Heuristic Analysis
After receiving the KHM website overview, our team all completed a usability study using Neilson Norman Group’s 10 Usability Heuristics to help understand some of the possible pain points users might find within the website. After noting site goals and primary tasks from the organization, we began our analysis and decided on a handful of tasks to use for our remote testing.
Usability Test Script
After our Heuristic Analysis, our team pooled our findings to create a usability testing script and notetaking script. This script was crafted for a remote user testing session to give a guide to questions and tasks for users to gain better insight into the usability of the website.
Remote Testing
Six participants were recruited and the team took turns with different roles as a moderator, notetaker, and observer. Testing sessions were conducted through Zoom video calls where the participant was asked to share their screen and had the experience recorded. Each participant was asked a series of questions and was asked to think aloud as they went through a series of tasks.
Data Synthesis
As a team, we then compiled our data into categories to identify themes within our research. Our data was then synthesized as a team and added to find relevant quotes, statistics, feelings, and opinions to better craft our recommendations and identify pain points and successes within the KHM website.
Conclusion of Recommendations and Findings
A handful of recommendations were relayed to Gillette Children’s Hospital to improve areas such as design and layout, donation navigation, content, and recognition.
Feedback
“Our department at Gillette Children’s is so happy with our Prime experience! We very much appreciate the hard work and effort the UX students put forth, it definitely shows in all the Findings and Recommendations Reports we received. We are moving forward and doing our best to implement ideas from these reports to make our public-facing website better for our patients, their families, and other site visitors as well. Thank you!”
— Leslie Molinar
UX/Web Specialist, Gillette Children’s Hospital
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