Background

Developed in 2019, 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 created actionable design recommendations to increase the effectiveness and efficiency of the learning portal. I started by analyzing over 60+ survey responses to draw insights. Next, I generated Net Promoter Scores, produced a word cloud, created an affinity diagram, and performed follow up interviews to find pain points and success stories before recommending solutions. 

Key Methods

  • Surveys

  • NPS Scores

  • Word Cloud

  • Affinity Diagram

  • Interviews

Results

I learned that the beta version of the portal contained navigation issues and the terminology throughout the site was not as consistent as users expected. By improving the websites navigation and terminology to match users mental model, active user engagement increased by 116%.

The Process

Survey

To understand how users were using the Innovation Learning Ecosystem, a survey was sent out to all representative users while the platform 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 liked, such as resources available to support their innovation goals.

Net Promoter Scores

After initial insights were drawn from the survey responses, NPS scores 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. 

Word Cloud

 

To learn about what aspects of the platform users found most useful, an open-ended question on the survey asked them what they found most useful. 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 respondents response to highlight key aspects of the platform users liked. The weighted word count allowed me to create a word cloud that shows what users found most useful.

Affinity Diagram

 

 

To make actionable recommendations, I created insights for the remaining open-ended responses, color coding 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 carried out. Investigations 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 actionable design recommendations. 

Design Recommendations

 

After creating 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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