Working Title: Claims Forms in Detail
Report Author: Heather Greenberg
Date: 4/16/2010

Brief Profile of Users

Three people reviewed my web site.

· Gini is my boss and is an expert in the content, how the site will be used, and the audience that will use it.

· Pete writes software that processes health care claims for another company.

· Susanna does not have experience with health care forms but she has an exquisite ear for words; she translates poetry professionally.

Think Aloud task

Can you get around the web site and see the relationships between the forms and the HMS system?

Summary of Think Aloud

Most of the comments related to navigation and text. Because the content was color coded, understanding the use of color is as important as understanding the text.

Navigation

· Two asked “Am I home?” when they noticed the tab headings.

· Three tried to use the underlined HMS fields on the Patients page as links; no one tried to do that with the not underlined HMS fields on the Providers page.

Text and Color

· Three said the text demanded action, even when there was no action to take.

· Three understood the color code relationship. One suggested using the whole form instead of parts of it and/or arrows.

· Two said having different shades of blue on the same page was distracting, but different sized text on the form fields was not.

Summary of Posttest

All the users commented that the site:

· Was easy to navigate

· Contained the appropriate information

· Linked to relevant, useful sites

The reviewers with health care form experience had content-related suggestions:

· Pete suggested showing the whole form and highlighting the relevant parts of it.

· Gini wanted to add more links to a UB-O4 form without instructions (as well as the existing one with instructions) and a table showing the HMS System Fields, 1500 form field names, and UB-04 form field names.

Findings to be Implemented

I am going to:

· Make it easier to see which page of the web site is displayed by bolding that page heading

· Remove the underlines from the HMS fields on the Patients page

· Rewrite text to differentiate between links and descriptions

· Use the same shades of each color within a page

Findings that will not be Implemented

I think it is important to keep the tester’s expertise in mind when evaluating their comments. Pete’s suggestion to use the whole form and highlight the relevant parts of it reflects his high level of experience with these forms. The site’s users will be new to forms, but familiar with HMS field names. To build on what the users know, I will stay with the existing layout.