Registration Process for Lifework Education
UX Researcher | UX Designer
Lifework Education is a healthcare education. They offer vocational programs and CPR/First Aid training. As apart of our rebrand we searched for the perfect RMS.
Problem:
“We’re probably answering 30 callls a day from people trying to enter Employer Voucher Code into the discount codes section (which will not work).”
A hospital partner of Lifework Education’s rebranded company was having problems with the new registration process, resulting in countless calls to their HR dept. There were two opportunities to give instructions to the employees of the hospital partner. We needed to find a solution to what was the problem students were running into fast. We needed to find out if it was caused by the registration or the steps given to the users.
Users & Audience :
The users are hospital employees needing to re certify for their CPR/First Aid to continue providing services to patients. **Prior research and creation of Lifework Education user personas were created during the healthcare education app study.
Roles & Responsibilities :
With the collaboration of the Marketing Director and regional manager, working remotely, they helped me with the discovery phase by providing the historical data and feedback that helped with the content for the updated flyer and website page steps. I also had the developer and WP operations show me the correct way to register and why certain parts of the registration form existed.
User Research
Discovery
Based on the feedback given from the HR of receiving 30+ calls a day on how to register for these classes, I volunteered to get to the bottom of this problem. First, I went through the steps of signing up first by doing the directions on the email sent out to the users and then second the steps that were given on the landing page. In doing this I discovered the content given on both were not an easy follow through. Next I contacted our developer and operations manager to have them walk me through what the steps actually are. By doing all of this I was able to make some adjustments to the steps given both on the landing page and employer flyer.
Learning there may also be major problems in the actual registration form based on the stakeholder interview.
Methods: Feedback Review | Stakeholder Interview | Requirements & Constraints | Design Review
Research & Redesign
I conducted a qualitative usability test of 3 individuals (2 in which fall under the user persona and one general person who has used course sign up forms before). Note: having the 1 general was to also test the usability of the registration form in general. I had them test mobile and desktop, while we were testing overall the content during this test we discovered subtle flaws in the registration itself that could be made more clear.
Before the user test I gave them the course they needed to sign up for and had the users explain to me what they were doing and why.
Once the test was finished I asked them their overall thoughts on the process and based on my knowledge of flaws stakeholders mentioned, I asked questions on those as well. One specifically being the wording of a button.
Methods: Redesign | Qualitative useability testing | Feedback Review
Before
Redesign
Outcomes & Lessons Learned
After testing the steps for the content I updated I discovered, while they were easy to follow the overall flow of the registration page had a few flaws that based on feedback from the test, we were able to change while others were few other parts to the registration were a hard no for change by stakeholders based on need of information collected for reporting in accounting. In the end I was able to create an updated flier and update the landing page and had no more complaints from the hospital.
A few things I would have done differently are:
- Created a wireframe of a/b testing on the buttons and registration form to see what worked better overall
- I would have a bigger discussion with the stakeholders to see their overall needs on the registration forms.
- If I had more time I would love to redesign the whole RMS steps to be more user friendly, but for now with the constraints we are limited to changes that can be made.
Interested in working with me?
Let's Chat About Your Vision!
Email: actacox2@gmail.com
Interested in working with me?
Email: actacox2@gmail.com