POST TWO: RESEARCH CONTINUED

POST TWO:

RESEARCH CONTINUED

During class on Thursday, after seeing our classmate's presentations and receiving feedback from a member of the Premera team, we decided to shift the focus of our secondary research to analyzing systems used by other service providers. We further discussed what factors we thought based on our secondary research would be beneficial to users as they enter a service tool (e.g. Premera, Yelp, AirBnB, etc.). We compiled a list of 15 factors that specifically affect a patients experience with finding a doctor and medical experiences in general. We also compiled a list of several unique scenarios that a user would be in when faced with finding a doctor.

To create a visual representation of the ideal experience that we ultimately want to create, we formulated a 2x2 matrix that compares individualized experiences with those that are generalized, and convenient experiences (minimal amount of clicks) with those that are inconvenient (more clicks). We placed the current Premera website in the inconvenient and generalized quadrant, with the goal of creating a new Premera online experience that would rank as both convenient and individualized.

Additionally, we created a grid-like framework to specify a need-based hierarchy of provider characteristics based on different scenarios. Our X-axis contained scenarios such as moving to a new city, pregnancy, and experiencing new symptoms, while our Y-axis contained considerations such as treatment philosophy, location, and cost of treatment.

Finally, we decided to readdress for our problem/opportunity/hypothesis to incorporate our new findings as well as tie-in our two research frameworks. We feel that integrating a user interface that provides convenient and individualized experience will make it easier for users to gain the information they want and find appropriate providers with the least amount of effort.