Black and white photo of a person using a laptop, with one hand on the keyboard and the other gesturing.

industry

  • social network: health

services

  • audience analysis

  • market research

  • user research

research sources

  • moderated usability testing

  • structured & unstructured interviews

Increasing engagement in online health community

  • An user-driven health community website faced a challenge: members were leaving the platform in search of others that better catered to their specific health needs. This attrition was partially due to the absence of health-related information on members' bio pages. We wanted to understand why users were hesitant to update their bio and profile pages.

  • We conducted moderated usability testing followed by qualitative interviews. Our investigation uncovered a crucial issue: the format of the bio page didn't align with users' preferences for sharing health-related information and making it easily digestible for others.

    During usability testing, users found it relatively easy to perform tasks related to bio updates. The real insight came from the qualitative questions we asked after each task, revealing the underlying reasons for their hesitation. Users provided valuable testimony on how they wanted to input health information.

  • We summarized these suggestions and shared them with our design team. The design team, armed with this user feedback, went to work and created a more user-friendly bio page.

    After undergoing design changes based on the previous research, this revamped bio page was put to the test with users. The outcome revealed that users were 80% more inclined to enhance and update their bio page using the new format.