Usability study using Eye Tracking tool
Evaluate the usability of NYU Langone website, using Tobii Pro Lab
Overview
NYU Langone Medical Center is an academic medical center located in New York City, New York, United States, affiliated with New York University. Due to the vast variety of services it provides, the website has a vast variety of information and resources. This project aims to analyze how users interact with the website in the desktop version.tory online can make all the difference.
Project Goal
Evaluate the usability of specific pages of the NYU Langone Health website:
How do users find a doctor based on their insurance, symptoms, and location?
How do users find ways to donate blood on the website?
Identify what can be improved and provide actionable recommendations.
My Role
UX Researcher
My responsibilities included:
Creting tasks for the usability User Testing
Reviewing all the video recording and taking notes
Creating a board to organize problem list
Analyzing the results and giving recommendations
Team
Angela Wang
Yolanda Tian
Mohammed Hosen
Mentor
Elena Villaespesa
Methodology
We conducted a usability test using Tobii Pro Lab eye-tracking software with 3 participants to identify the usability issues of NYU Langone website. The target audience for this study was Graduate Students with any insurance.
Process
Tasks
We assigned participants two tasks to evaluate the usability of the website.
#1 Find a doctor based on insurance, symptoms, and location (check information on how to schedule a virtual video visit)
You have seasonal allergies and you want to schedule a video visit with a doctor in your neighborhood who accepts your insurance.
#2 Blood donation
You want to donate blood and you are not sure if you are eligible to do so. Find out if you are eligible and what to expect on the day of your donation.
Findings and Recommendations
Gaze plot of results page
Finding #1
For task 1, participants found that video visit option is not easily discoverable on the search results page which led to:
Longer task duration:
Took on average 5 min 54 secs to complete task one.
Confusion:
Participants were expecting to see some kind of video signifer next to the time slots dedicated to video visits.
Many participants resort to doctor's bio pages to find out more information about video visits.
Finding #2
For task 1, participants had difficulty correlating the dates and time due to spatial gap, created by a banner between them. This issue left users wondering what day they were booking their appointments.
Results page gap between date and time
Recommendation #1
Differentiate in-person vs. video visits and move the date horizontal scrolling option to each doctor’s section.
A proposed recommendation for the results page
Gaze plot of Blood Donation page
Finding #3
For task 2, participants found blood donation page to be too text heavy.
They spent a long time reading the information to find the eligibility criteria for blood donation.
It took 3 minutes and 26 second on average to complete the task.
Recommendation #2
Add a side navigation bar and organize the information using bullet points in order to avoid a text-heavy page.
A proposed redesign of the Blood donation page
Learning from the Journey
This study helped me understand the pros and cons of an Eye tracking study. I learned that it is a very powerful tool becasue it does not rely on what people say, rather it relies on where people's eyes goes when using a website. The learning curve to use the software is steep but it is definitely worthy to learn. The phase of analysis is time consuming given that there is a combination of qualitative and quantitative data and the amount of data is huge. However, I would definitely use the methodology and tool for future projects given its power to shed light on users' attention on the screen.