TASK 5: Locate the Hospital Comparison Tool
Although they enjoyed the demo, not one person correctly interpreted the instructions on how to access the actual tool itself. Every user overlooked the fact that they needed to logon to the secured portion of the website to use the tool.
Users commented that they “do not have the patience” to sit through the tutorial. Others clicked on the demo to see that it was just the demo, then quickly backed out and continued to hunt and peck looking for the hospital comparison tool.
Those that did observe the demo extremely liked it (it's fully animated) and made comments like “oh, I didn’t know we had that”, “I’ve never seen this”, and “I’ve never used this”. Expressions were animated and heads nodded…
Here are some positive reactions to the demo tool:
After closing the demo, users went straight back to the public physician finder in an attempt to use the tool. Even though the demo told them in an audible voice to “logon to myHumana”, users failed to do so. The general population is not allowed to use the hospital comparison tool. Every user traced their steps back through the public PFP expecting to see the “compare hospitals” link that was shown to them in the demo.
To further complicate the issue, the public PFP and the myHumana PFP look exactly the same. Therefore, the screen prints in the demo look exactly like the public PFP. There is no visual clue for the user that they are not in the same place as what was shown in the demo.
Users concluded that the hospital comparison tool was simply not available.
Quantitative data
