Although we did hear rumblings about issues within the Report from our CS team, we wanted to directly hear from our customers. We did this to identify the extent of the problem.
For this purpose, I published an in-app targeted survey to our users using Pendo. Our hypothesis was proved and these were the top 3 concerns regarding the report.
1. PgX: Short for Pharmacogenomics, this was less of a Product issue and more to do with the number of genes we sequence for in our offering (Out of scope)
2. Report: This included issues with legibility, clinical relevance etc
3. Printing: Our hypothesis was that this involved issues with legibility when printed.
Pendo survey insights showing areas of focus while redesigning our report
We set up a Clinician Advisory board to identify issues which were of main concern to them. The advisory board consisted of people with varying knowledge in Genetics. This session was useful to identify a journey map to understand how users travel through our report.
Coming out of the CAB meeting I made a scenario map to identify how our users journey through the current report.
There are 2 ways they journey through the report:
1. To Understand
2. To Find
A scenario where the clinician wants to UNDERSTAND why a drug isnt working for their patient
A scenario where the clinician wants to FIND which drug to prescribe to their patient