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Patient Portal User Research & Insights

Healthcare UX Research Case Study

Online Questionnaire, Ethnographic Interviews, Thematic Analysis, Statistical Analysis, User Journey Mapping, Persona Development

Research Participants

I designed a comprehensive research approach that combined quantitative and qualitative methods to capture both broad usage patterns and deep user insights.

• 10+ ethnographic interview participants - for in-depth behavioral insights
• 200+ online survey respondents - for statistical validation
• Recruitment criteria: Demographics, portal interaction levels, and usage patterns

Project Preparation (2 weeks)

Questionnaire Development

Following the project kickoff meeting, I gained clear insights into client expectations for the final deliverable. My preparation activities included:

• Creating a comprehensive scheduling framework using Airtable
• Developing questionnaire guidelines and structure
• Crafting a detailed discussion guide for ethnographic sessions
• Conducting competitive analysis research for benchmark insights

Data Collection (3 weeks)

Understanding users' portal interactions, daily contexts, and underlying needs was essential for identifying specific pain points. I conducted ethnographic interviews to capture rich user insights, taking detailed paper notes while recording sessions with professional audio equipment to preserve emotional nuances that might be missed in real-time observation.

For survey data, I maintained strict quality control by documenting the complete user flow and question logic, tracking various user pathways through Excel to ensure proper question sequencing and response validation.

Data Analysis (2 weeks)

I synthesized both qualitative and quantitative findings into 30+ actionable insights organized by themes and comparative analysis.

Data Organization and Statistical Analysis

Quantitative data was segmented by respondent demographics and user groups, organized into banner and tab specifications, and processed through Q Research Software. I conducted significance testing at 90% and 95% confidence levels across total sample and specific demographic indexes.

Thematic Analysis

Qualitative data underwent systematic thematic coding. Ethnographic video recordings were organized into 5 primary categories, each containing 2 subcategories, followed by cross-category similarity and difference analysis. Open-ended survey responses were similarly coded and mapped to corresponding quantitative response patterns.

The two images below are examples of how collected data was pulled from specific databases.

Strategic Planning

Post-collection, I developed an analytical framework connecting quantitative and qualitative insights to key business recommendations, outlining specific focus areas and implementation strategies for the final client presentation.

User Journey Mapping (1 week)

Using key insights, I created comprehensive user journey maps and developed three distinct user personas representing the platform's primary demographics.

Journey Mapping Process

I developed a detailed interaction map for the current online platform integrated within the company's website. Using survey pathway data, I identified 6 critical decision points across 4 distinct user journey stages, illustrating various user routes and their underlying motivations.

Final Deliverable (1 week)

I created a comprehensive 50+ slide presentation deck designed to drive business decisions and strategic impact. My approach prioritized creating a clear narrative structure using quantitative and qualitative insights, with careful attention to data visualization accessibility for both technical and business audiences.

The presentation was designed for universal comprehension, ensuring stakeholders from business, technology, and design backgrounds could easily understand and act upon the findings.

Project Outcomes

As a client-facing UX researcher, I successfully navigated project challenges while delivering impactful, actionable recommendations that resulted in:

This research project successfully supported a B2C healthcare company's strategic decision-making process.

Key Reflections