[Case 04]
Structured UX Research Plan for Healthcare Services
Healthcare
Improving Healthcare Experiences through UX Research
Building a Research Framework for Patient-Centered Solutions
[Project Overview]
Healthcare services often struggle with unclear communication and long wait times. We created a structured UX research plan—covering stakeholder mapping, recruitment, interview/survey design, and ethics—to reveal gaps and guide patient-centered improvements.
[Problem Statement]
Without a systematic research approach in the clinic, insights risk being fragmented or biased and can’t reliably inform future service design.
[Industry]
Healthcare
[My Role]
UX Researcher
[Platforms]
Healthcare Service Context
[Timeline]
January 2025 – March 2025
[Process]
[01] Research Planning
Built recruitment plan, consent materials, and communications calendar.
Established data-security and privacy procedures (TCPS 2 aligned).
Analyzed academic literature and competitor systems to benchmark best practices for engagement.
[02] Discovery (Interviews & Surveys)
Conducted interviews/surveys with patients, caregivers, front-desk staff, and doctors/nurses.
Collected pain points on scheduling, wait times, and information clarity.
Synthesized themes to inform low-fidelity concepts.
[03] Low-Fidelity Prototyping
Sketched concepts like voice-guided appointment and consultation reminders.
Outlined process flow and key screens for testing tasks.
Prepared materials for inclusive testing (language/hearing support).
[04] Usability Testing & Refinement
Tested with diverse users; captured task completion and clarity feedback.
Iterated wording, flows, and reminder timing based on findings.
Compiled final report with journey maps, prototype updates, and next-step recommendations.
[Outcome]
A clear, ethical research framework.
A stakeholder-aligned roadmap for discovery and testing.
Actionable outputs—journey maps, low-fi concepts, and consent materials.
[Key Learnings]
Ethics is foundational
Consent, privacy, and voluntary participation build trust and improve data quality.
Multi-stakeholder input reveals system gaps
Patients, caregivers, staff, and clinicians surface different pain points.
Lightweight prototypes accelerate alignment
Simple concepts (voice guidance, reminders) make research findings tangible.