Methods – Stakeholder interviews, workflow design, requirements gathering, vendor selection, survey design
The Need – The Nuance Communications Healthcare User Experience Research team was tired of spending time, money, and energy on finding qualified and hard-to-reach medical providers for their research studies. The team wished to automate the time-consuming (and largely administrative) work involved in recruiting, such as sending invitations, delivering NDAs, scheduling, distributing, and keeping track of honorariums. They wanted to develop a vibrant participant panel tailored to their research needs and brought us in to help them lay the foundation for this.
Our Solution – Kay worked with the UX Research team to define panel requirements, evaluate vendors, and define business processes for key recruiting and panel management activities. To help ensure standard work practices and to gauge the amount of effort needed to run the panel, she developed work flows for each major panel process (e.g., a participant joins the panel, researcher updates panelist data, researcher selects panelists for a survey). The workflow charts were granular and helped the team agree on a common approach, optimize it, identify gaps and processes that need to be manual vs. automated. The flows were created with an eye towards efficiency and being compliant with Nuance’s data security, GDPR, and the California Consumer Privacy Act (CCPA). Kay worked with the team to transform panel requirements into a scorecard for evaluating vendors. The requirements were based on stakeholder interviews, data security and integration needs, industry best practices, and other key considerations, and made it easier to choose a vendor that was the best fit for the team’s needs. Additionally, Kay advised the team on strategies for reaching and connecting with their target audience through strategic partnerships, content marketing, and a newsletter. Finally, she developed a training and operations guide to ensure efficiency, consistency, and compliance as the UX team incorporates the panel into their everyday UX Research operations.
Results – The UX Research team now has a solid panel platform that aligns with their workflow and requirements. They also have a command of the roles, level of work, and business processes needed to run the panel as they embark on developing it.