UX Design for Vets
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Transcript of UX Design for Vets
About us
Small, woman-owned, mission-based health communication company National leader in health literacy Create digital health tools that can be accessed, understood, and used by people in their daily lives Support state, federal, and private organizations
Lifetime Prevalence of PTSD
Vietnam Vets: 30% Iraqi Freedom: 11-20%
Gulf War: 12%
Almost 25% of women Vets report being sexually assaulted while in the military 55% of women and almost 40% of men report experiencing sexual harassment while in the military
https://www.ptsd.va.gov/public/ptsd-overview/basics/how-common-is-ptsd.asp
Warm up
Imagine you’re creating a website on PTSD for Veterans and family members Write down one word or phrase that comes to mind when you think about what this website should be Turn to the person next to you, share your word and why you picked it
Goal
Redesign the VA’s National Center for PTSD website to be more user-friendly for Vets, family members, and clinicians who treat PTSD. Make the site more patient-centered.
Our challenge
Working within the Vets.gov template Multiple and sometimes competing audience needs
Recruiting Vets with PTSD
Understanding the unique online information needs of Vets with PTSD
Living with PTSD
Common complaints from people living with PTSD include issues with concentration, attention, and memory.
Methods
Analytics analysis Content and usability audit Focus groups with Veterans and family members IDIs with clinicians Baseline usability testing with eye tracking Card sorting with Veterans and clinicians Click testing Prototype testing
Total Participants: 152
Highlights
Wanted to see more in-depth and tailored content (by war, branch, and type of trauma)
Seek out online information about PTSD, mostly from institution and
government websites
Identified resources such as self-help tools and support groups as the highest priorities
Identified “You are not alone” as a key message or theme they would want to see on a PTSD website
“I think that when dealing with PTSD, I feel like sometimes civilian PTSD is way different than military PTSD, and a lot of information out there is on civilian PTSD. Even in the military, the type of PTSD I experience as a Navy Vet is totally different than someone in the Army.”
“I’ve found a support group on Facebook — I have an OTH discharge. It’s pretty much like the VA, there’s not a lot of support so we have to find support in other places.”
Collaging
Par+cipants create a collage that represents the characteris+cs they would like to see in a new Website Result: Provides insights into users’ needs normally not revealed in interviews and focus groups
Highlights
Strengths: Wealth of material Information is research-based Video and text formats available Apps available for self-help Videos production is high quality
Weaknesses: Duplicative content, and sometimes outdated Public/Professional structure causes confusion Content is hard to find—even after being found once Systematic or thorough exploration of the site is difficult Visual design and page layout do not guide visual search PTSD search functionality not easy to find
Order AOI % views Median TTFF
1 Carousel image
100% 0.39
2 Content tabs
93% 2.25
3 Public header
75% 3.92
4 Main nav 87% 4.28
5 Local search
50% 5.29
6 Main content
93% 11.95
8 Right column
50% 70.36
Homepage
Understand PTSD
Get Help and Treatment
For Families and Friends
Professional Training and Tools
PTSD Research
About Us
En Español
Veterans often used multiple paths to get to the same content — for example, using the left navigation items and links on the main page (much more than clinicians).
Veterans overwhelmingly understood that the Get Help and Treatment page was intended for consumers. They also understood where they could find provider-oriented treatment content.
5/20/17 OBXtek Inc., Proprietary
Most participants missed the PTSD Search bar. Many went to the VA site-wide search instead.
Voice and Tone
Welcoming and supportive, promoting a sense of community and of trust in VA services Incorporates language recognizing the holistic and complementary approaches that many people take to treatment and recovery
Before: Effective treatments for PTSD exist. Learn about treatment options and care after trauma. (NOTE: The National Center for PTSD does not provide direct clinical care or individual referrals.*)
After: Treatment works. Learn about treatments that are proven to help people with PTSD. Find out how treatment can help you heal from trauma — so you can live the way you want to.
There is still stigma around PTSD which can make recruitment difficult
Important to screen for computer use; some participants were very unfamiliar with technology
Participants needed time to ‘vent’ and establish rapport with the moderator
Vets wanted to connect with other vets during sessions Bottom line: Allow more time for recruitment, testing, and relationship building
Recruitment and testing
Remote testing is not always ideal In-person testing can be easily combined with online software (and is more efficient)
Eye tracking doesn’t work well with participants who wear bifocals or have a lazy eye
Logistics
Take the time to go through IRB or get an exemption
Include help resources as part of consent
IRB and consent
Is problematic, assumes users know what group they belong to and only want content targeted at this group Users typically think in terms of topics, not identity Forcing people to self-identify increases cognitive effort Users can feel anxious that the information they are seeing is
incomplete or incorrect Can be appropriate when a group is totally distinct (e.g.
separating family support content)
Audience-based navigation
Redesigning in a bad template can only take you so far Eye-tracking and click testing are powerful tools for demonstrating template issues in a quantitative way You have to advocate!
Working within a template