HRSA

Government

Introduction

- Due to an NDA, I cannot share specific details. I have redacted all identifiable information and retained enough so you can get a glimpse into the work I did. -

The Health Resources and Services Administration (HRSA) is an agency within the U.S. Department of Health and Human Services (HHS). They came to Phase2 Technology through a contract with another agency seeking help with their telehealth (telehealth.hhs.gov) website. The contract was split so Phase2 got the content and UX research portions while the other agency retained development work, though we worked collaboratively.

I created, researched, and reported on nine studies over the course of 11 months in a 1.5 year contract. This included getting agency approval on all studies from various government stakeholders, leading recruiting efforts, and presenting findings and recommendations.

Team

Justin Kalaskey

UX Designer

Randy Beans

Onikah McLean

Nadia Saleh

Danielle Rhodes

Sarah Netter

Daniel Marks

Project Manager

UX Strategist

Sr. Copywriter

Copywriter

Technology Lead

Software Developer

Bojan Stojakovic

Annu Abraham

Quick stats

Expected launch date of March 2023
6 months for discovery, planning, and design
1M+ unique monthly visitors
30,000+ pages across five websites
A full design system
Built on Drupal
Integrations with Yext and Epic

My role

Interviews

Design System Maintenance

Reporting

Design

Usability Testing

Wireframes

Sneak peak

Over the course of the 11 months I was on this project, there were two rounds of studies that needed to be conducted. The first round of three studies came with very basic topics of what HRSA had wanted to learn while the remaining six studies in the second round were open ended. In the former, I used those topics to build my studies, while in the latter I had to ideate on what else needed to be learned, wrote the study plan, and presented it to the agencies.

For each study, I:

Wrote scripts for all aspects of recruiting including platform-specific inputs, NDA emails, and communications with the participants
Designed the test tasks and interview questionnaires
Conducted the studies with the support of another UX Strategist or content team member for note taking
Created insights from each study using affinity maps
Wrote, sought approval, and presented my research reports to HRSA, which included findings and recommendations
Usability testing (24 participants across three tests)

This project will be filled out soon with additional, but redacted, details.