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Portfolio

Product Design

Client: Australian Department of Health

(GOVERNMENT)

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Brief

Working with the Australian Department of Health, I led an initiative to enhance an online tool, Medical Costs Finder (MCF), that provided consumers with a clear understanding of the cost of common medical procedures provided by specialists. The project led to the development of a Portal for Specialists that, through iterative product testing, we took from concept to prototype to MVP. This work took place over 12 months and 5 phases.

Outcome

This comprehensive piece of work resulted in vast improvements of the MCF website for consumers, measured through drop off rates, task completion rates and user feedback. It also led to the development of a new digital tool, the Portal for Specialists, which increased participation in the MCF service and thus the level of detail available to consumers.

Skills and Outputs

Stakeholder Alignment -- Research Planning -- Qualitative Research -- User Interviews -- Usability Testing -- Analysis and Synthesis -- User Journeys -- User Flows -- Behavioral Archetypes -- Portal Service Map -- Portal Blueprint -- Concept Testing -- Prototyping -- Test and Learn Cycles -- Storytelling -- Engagement and Rollout Strategy

Approach

Phase 2

Portal Prototype

  • Exploratory research

  • Portal design

  • Advising cross functional peers on how to apply user research to portal concepts

  • Concept testing and early wireframe testing with GPs, Specialists and support staff

  • Refinement of User journeys, Journey Map and Service Blueprint

Phase 3

Portal Development

  • Conducted usability testing with high fidelity prototypes with Specialists and support staff

  • Qualitative questioning during usability testing sessions

  • Development of User Journeys and Journey Map

  • Further refinement and development of the prototype

Phase 4

MCF Website Redesign

  • Redesigned the public facing MCF website based on consumer and medical professional research

  • Advocating for the voice of the end users

  • Advising cross functional peers on how to apply user research to website changes

  • Application User journeys, Journey Map and Service Blueprint

Phase 5

Portal MVP

  • Further usability testing on the more developed portal

  • Identifying barriers and opportunities for uptake strategy

  • Soft launch to selected groups of specialists

  • Rollout strategy and recommedations

Stakeholder management

  • Timely and transparent reporting was key as a Minister in the Australian cabinet had a vested interest in the project

  • The project rhythms centered around weekly status reports, fortnightly playback sessions and stakeholder alignment sessions at key milestones

Phase 1

MCF Website

  • Tested the public facing Medical Costs Finder website with consumers and General Practitioner's (GPs - known as PCPs in the USA)

  • Usability testing

  • Developed Behavioral Archetypes based on qualitative research questioning during the sessions

  • Start development of User journeys, Journey Map and Service Blueprint

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