The Challenge

Texas Health Resources is one of the largest nonprofit health systems in the United States, serving more than 7 million residents in North Texas. This system encompasses 29 different hospitals along with hundreds of community clinics, fitness centers, imaging facilities, surgery labs, and more.

With such a large and diverse footprint, Texas Health wanted to make it easier for people to find physicians and schedule appointments directly through their website, TexasHealth.org. Working in conjunction with Bloompath, Texas Health’s design agency, Centralis tested a prototype of a new scheduling flow with end users.

The Process

Centralis facilitated ten remote usability testing sessions over two days with prospective patients living in the Dallas-Fort Worth metroplex.

During each session, we observed participants as they used the prototype to schedule a doctor’s appointment.

Developers, designers, and other Texas Health stakeholders attended the sessions remotely to learn directly from users what was working well and what could be improved.

The Impact

Through our expert moderation, Texas Health learned what mattered most to their users. We pinpointed the moments in the process where people consistently struggled and confirmed what people wanted to know when choosing a provider - distance, accepted insurance, clinician rating, and years of experience.

After the test sessions, we immediately debriefed with the stakeholders about our initial impressions so they could ask us questions and make adjustments to the most critical issues quickly. Our recommendations focused on improving the appointment scheduling tool to meet the needs of Texas Health’s users.