Background

The Innovation Learning Ecosystem is a UnitedHealth Group initiative to help employees find the right innovation resources at the right time. From tailored learning paths, to podcasts, this learning portal has resources of all kinds to support any mind. 

My Role

Working independently as the lead UX Researcher, I performed mixed methods research to resolve navigation issues and increase the overall user engagement for platform. 

Key Methods

  • Surveys

  • NPS Scores

  • Word Cloud

  • Affinity Diagram

  • Interviews

Results

I learned that the beta version of the platform contained many navigation issues and some of the  terminology used throughout the site really confused users. By improving the websites navigation and using simple plain language that matched users mental models, active user engagement increased by 116%.

The Process

Survey

To understand how users were using the platform, a survey was sent out to all members while the site was in its beta stage. The survey had a total of 20 questions, 16 multiple choice and 4 open ended. Over 60 users responded, with a 95% completion rate. Responses were collected and analyzed in Microsoft Excel, followed by performing a statistical analysis to draw insights. The insights were helpful in identifying pain points related navigation and terminology. It was also useful to highlight aspects of the portal that user enjoyed, like its resources, which we found supported user's innovation needs and goals.

Net Promoter Scores

After initial insights were drawn from the survey responses, net promoter scores (NPS) were calculated to understand how satisfied users were with the portal. An open-ended question on the survey asking how likely someone would recommend the learning ecosystem to a friend allowed me to compute NPS score. With a NPS score of 60, users of the platform seem to be very satisfied and displayed a high level of willingness to recommend it to other colleagues. 

Word Cloud

 

I also asked users "what is the most useful aspects of the platform" on the survey to learn about what value the site is providing them. By extracting key words from all the responses, 4 major themes of usefulness emerged (access, content, navigation, and personalized learning). Next, I applied a weighted word count to each response to highlight key aspects of the platform users liked. The weighted word count allowed me to create a word cloud to visually show in an aesthetically pleasing way what users found most useful.

Affinity Diagram

 

 

Next, I created an affinity diagram of the insights for the remaining open-ended responses, and color coded the data to themes that emerged.

After the insights were color coded, the data was grouped and placed into its proper category for system recommendations.

Interviews

 

To gain more insight about the pain points and success stories users expressed in their open-ended responses, follow up phone interviews were conducted. The interviews were performed by sending email invitations to users who expressed both, major concerns and major success, in their responses. A total of 10 phone interviews were conducted, which allowed me to gather and synthesize deep rich data to create insightful and actionable design recommendations. 

Design Recommendations

 

I met with the lead designer of the platform to assess the feasibility of the recommended changes. All recommendations were feasible. A total of 5 design changes were implemented immediately to the platform, which increased total user engagement by 116% in the first week of implementation. 

© 2019 by Tyreek Houston.

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