User Experience Research
User Experience Research
User Experience Research
AT-HOME COVID-19 ANTIGEN TEST
THE GOAL: To build an at-home COVID-19 Antigen test kit that employees can easily use to get instant, verifiable results to then share with their employers. That was our original target market (B2B2C).
Unlike other at-home tests, our test kit had a mandated companion app that would guide the user through the test and would use the phone camera to scan the test stick to produce the result. As we were developing our product, we had to adapt to changes in our customer segments, user needs, and the FDA requirements.
Step 1: Download App
After first getting the test kit, users will download the app and make an account.
Step 4: Swab nose
This initially was the scariest part of performing an at-home test kit.
Step 2: Open the test kit
Following the app video and written instructions, user open the test kit.
Step 5: Scan for Results
After waiting 15 minutes, it was time to scan for verifiable results.
Step 3: Check Environment
To ensure a successful results scan, users had to perform a Home Light Check first.
Step 7: Get and Share Results!
After reading the results and next step, users can share their results.
PRIORITIES OF THE PRODUCT:
-The Task Performance. We had to ensure that the users would be correctly and confidently going through each step of the test kit to get accurate results. Early exploratory research had revealed that users were nervous about performing the test on themselves and getting accurate results. However, this changed as at-home COVID testing became part of regular life.
-The Scanning Performance. If the user was unable to scan the test stick, then they would be unable to get their results. Our team had minimal influence due to the highly technical components. However, we advocated for a "Home Light Check," a pre-scan that checked the current environment lighting and would allow the user to practice scanning.
-Results Comprehension. As our main target market was employees sharing their results, we needed users to understand what their next steps would be after getting their results.
THE APPROACH
- Mixed Methods Usability Studies: Performed task analysis on observational data and qualitative analysis on follow-up interview. Included an emotional user journey map.
- Weekly Testing Program: Post-launch, our reliance on live data for improvements decreased the velocity and depth of our insights. For quicker data retrieval, we ran small scale interviews on a weekly basis on focus topics (e.g repeat users, new concepts)
- Competitive Analysis Reports: To stay attuned to the current market, we thoroughly broke down the user journey of competitor's products.
RESULTS:
- 42% increase from the first usability study to the last
- 21.4% improvement in scan success rate after adding a Home Light Check.