Northeastern University Health and Counseling Services
Overview
Part of the American College Health Association, UHCS offers services for health and wellness on campus. It offers a range of services including immunizations, mental health support, urgent visits, and primary care
User Interviews
Process
Recruited Northeastern students and faculty members via social media (Instagram, Facebook, and LinkedIn)
30 minute 1:1 Zoom call
Tasks to complete using the website
Assessed satisfaction level with the current website
Analyzed areas participants struggled in
UX Research Case Study
Improving student and faculty health on campus
Role
Timeline
Team
UX Researcher
Sept 2023-Dec 2023
1 UX Researcher
2 UX Designers
1 Team Lead
Problem
UHCS is experiencing low user satisfaction with its website where many students have complained that they are unable to locate the resources they require. UHCS is unsure of the specific areas of the platform that are causing the problem.
Solution
Utilized user research and heuristic evaluations to uncover problems with the website and propose design solutions to update the UHCS platform.
Methods
User Interviews
Competitive Analysis
Heuristic Analysis
Usability Testing
*Norman Nielsen Heuristic Evaluation
Scoring Legend
Competitors
0: Not present / not applicable (n/a)
1: does not meet expectations (poorly executed)
2: meets expectations (well executed)
3: exceeds expectations (perfectly executed)
Harvard University
*Note not all heuristic values are shown. Only first three criteria and the total are displayed on this case study slide
Summarizing the pros and cons of the competitor websites:
Research Methods
Connected with Northeastern University students and faculty members (N=6) to understand their experiences using the UHCS website and discover painpoints
Competitive Analysis
Analyzed healthcare websites of other major schools in the Massachusetts area and compared it to Northeastern UHCS using the Norman Heuristic Guidelines
Affinity Mapping
•Coded interviews and evaluated emerging themes and selected most pertinent ones (with 4 or more participants expressing similar concerns)
Boston College
Boston University