Research

Users Expected Conventional Functionality

The product was comparable to a commonly used product by the general population. With this in mind, I wanted to understand the mental model users had for the internal Optum feature, and how the feature could be improved to satisfy that mental model.

Interview Study with Contextual Inquiry Rationalization

I wanted to ask participants about their pain points and to show me how they used the feature by demonstrating past behavior.

Product Owner Identified 3 User Segments

I collaborated with the PO to understand user segments they prefered so that I could write appropriate research questions.

1. High Volume Users: 90+ uses

2. Intermediate Users: 6-89 uses

3. Low Volume Users: 1-5 uses

I Wrote a Moderator Guide

I asked interview questions related to job title and responsibilities as they related to use of the product:

• Current product use behavior

• How the product successfully meets their needs

• How the product could be improved to better meet their needs

I Followed with Contextual Inquiry

I had participants share their screen and demonstrate how they used the feature by showing me examples of past product use.

I asked follow up questions when appropriate based on their behavior as I observed them using the feature.

Unprompted, Participants Reported Pain Points

Participants compared the Optum product with the well-known product used by the general population. This was a clear indication how the Optum product could be improved.