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Hospital & Provider Case Studies: Product/Service Development

Client:  A provider of disease management services

Issue:  To obtain useful feedback from targeted consumers on the key elements of a new online portal 

Custom research design:  Six mini-focus groups utilizing uxLab^®, our User Experience Lab.  Laptop computers were used so participants could accurately visualize the pages of the potential website and feel more engaged with a tool that will only be available online.

Key Findings:  Participants viewed each screenshot and discussed the following:

• Content or functions they found appealing (likes/dislikes)
• What they could see themselves actually doing with the health tool
• How often they would use each section, if at all
• How helpful the information would or would not be in helping them to make healthy behavior changes

Research ROI:  The uxLab^® provided key insights for creating an online experience from the customer's point of view.  The disease management provider was able to use this valuable feedback to make an informed "go/no-go" decision on the online portal and refine the offering.