Overall, users love the Humana website. They have trouble, though, extracting specific pieces of information.
During many of the scenarios, the user would ultimately resort to calling the customer service department on the phone because they could not get to the information they needed or wanted:
All users felt it was clear where to begin looking for a provider and all extremely liked the demo for the hospital comparison tool. However, critical observations about PFP reveal a specific problem with users unknowingly limiting their searches, and also unable to locate the “refine option” or the Hospital Comparison Tool.
Major findings are:
- Users unintentionally limited their searches
- Users do not know how to refine a search
- Users fail to find the Hospital tool
- Users give up and call on the phone
Concerning this survey, overall on a scale of 1 (satisfied) to 4 (most dissatisfied) users were generally dissatisfied with a score of 2.86.
VIEW THE POST SESSION STATISTICS
Final thoughts and comments from the users: