TASK 1: Is Dr. Rizzoni in your HMO plan?
The objective of this question was to see if users could distinguish what plans the provider participates in. Some providers participate in the HMO plan, and some providers participate only in the PPO plan. Knowing the difference is crucial to answering the question “is the doc in my network?” In other words, you have to know which network your enrolled in, and pick physicians only in that network. This is a confusing concept, and there was high anticipation that the users would have trouble picking the correct network.
The results of this task show an entirely different problem. Users never found Dr. Walter Rizzoni at all, much less to determine he participates only with the PPO plan.
Unexpectedly, the users could not find Dr. Rizzoni in ANY plan participating with Humana. Even the daily user of PFP failed to locate Dr. Rizzoni. When given only the name of the provider, users did not think to search for the name and state only. On the search by name screen, users put in the doctors name “Rizzoni” and then followed it up with entering their own zip code of 30328. This action forced the search engine to look for Rizzoni in only that zip code, thereby users unknowingly limited their search.
A common mistake on current PFP search options:
QUANTITATIVE DATA
