Difficulty accessing Medical Records; confusion over microcopy

Users affected

Type of issue (10 usability heuristics)

Recognition rather than recall

Ease of fix

Average

Outcome/Workaround

ABANDON: User gives up on accessing COVID test results through the app, and instead relies on hearing about results through other touchpoints (e.g. boss, or through SGWorkPass app).

Severity

Major

USER EMOTION: Observation

FRUSTRATION: To access Medical Records, some users opened the hamburger menu and clicked on "Report Health". Possible noun-verb confusion on "Medical Records" vs "Report Health".

Feature(s) impacted

Medical Records