Closed Card Sort
Optum Rx - Sr. UX Researcher
Problem Statement
In order to create consistency and appropriate visual prominence, the UX Design Team partnered with UX Research in an effort to systematize the visual display and appropriate communication channels for the top 19 member prescription notifications.
Team Structure
Visual Design Director
Sr. Manager UX Design
Sr. UX Designer x 2
Sr. UI Designer
Content Design Writer
Sr. UX Researcher
Research Objectives
This research focused on determining general understanding and degree of importance participants place on each of the top prescription notifications types with regards to both informational importance and level of urgency, with the intention of utilizing the outcomes to inform current and future design system work.
Methodology
Closed Card Sort (utilizing Jeff Sauro’s MUIQ platform)
A closed card sort can be used to explore how participants group items into pre-identified and defined categories.
Participants were asked to sort each of the 19 primary notifications into 1 of 5 pre-determined categories.
Closed Card Sort Categories
Important & Urgent: I want to know about this and/or take action on it right away
Important & Less Urgent: I want to be made aware of this, but it isn’t as time sensitive and/or does not require immediate action from me
Less Important & Less Urgent: This information is useful but is not important for me to see unless I am looking for it
Not Important & Not Urgent: I don’t care about and/or would never use this information
I don’t understand what this notification means
NOTE: The Content Design Writer re-wrote notification headlines and copy to ensure they incorporated appropriate member-facing language
Sample Size (n = 49)
95% confidence with an expected margin of error between 13-14% (Tullis and Wood 2004)
UXR Outcomes + Impact
Research Outcomes: The closed card sort findings were visualized in a number of different ways to help the design team understand the data from a few different angles and to help translate the research outcomes to appropriate notification designations in the new communication system. Additionally, open text follow-up questions were asked to provide the team with a clearer sense as to why respondents bucketed the Rx notifications the way they did.
Research Impact: This research provided the foundation for how the communication system was designed and implemented on the digital channels, in addition to helping determine which other communication channels should be engaged (e.g., text, email, phone) as part of the overall outreach strategy.
Example Visualizations and Outcomes From the Research Findings Deck:
