INTEGRATING USER INSIGHTS INTO AGILE DESIGN
HEALTHCARE PROVIDER SELECTION TOOLS
Vitals engaged UXL to instill their agile development process with user-centered design principles and methods.
UXL PAVED A PATH FOR VITALS TO DEFINE AND PRIORITIZE THEIR PRODUCT DESIGN EFFORTS BASED ON USER INSIGHTS, ENHANCING THEIR AGILE DEVELOPMENT PROCESS AND THE VALUE OF THEIR PRODUCTS.
ABOUT THIS PROJECT
Vitals’ digital tools—VitalsChoice and Vitals SmartShopper—reduce costs for health insurers by helping their members choose the right healthcare providers.
Vitals partnered with UXL to incorporate user-centered insights into the iterative Agile development process through heuristic evaluations, generative research, participatory design sessions, and usability testing.
UXL evaluated key workflows on the VitalsChoice platform across a set of metrics to surface usability issues, which we captured in an affinity diagram...
...and quantified by function. This informed how to prioritize efforts for the year ahead in the product roadmap.
Our researchers efficiently collected user insights through methods such as user interviews, participatory design sessions, and both moderated and unmoderated usability testing.
In this moderated usability test, a representative user works through structured tasks as our researcher facilitates and observes.
UXL conducted a field study of the SmartShopper platform to generate insights on feature prioritization and design decisions as well as to establish a research-based foundation for a future mobile app.
We held a series of strategic stakeholder conversations that informed creation of a screener survey to identify qualified study participants.
The study helped validate assumptions, better segment customers, and yield actionable recommendations for both the current platform and mobile app.