Mismatched mental model about Survey functionality
Users affected
P5
P7
Outcome/Expected Functionality
EXPECTED FUNCTIONALITY:
E.g. Looking at the Survey icon on the home screen: "It will be good if it tells me which medical [service] I should go if I have shoulder pain, back pain and how much it costs. Online [health] providers should be listed here in the Survey. It will be able to tell me if my doctor has changed to a different hospital. Different hospitals will share information to this feature" [P5]
"Mental health helpline...it should be in Survey....people are expecting us to talk something" [P7]
SUGGESTION:
A) At the end of each survey, surface info link to relevant resources to obtain more help on that particular issue (e.g. FAQ or helpline)
B) Communicate clearly what MWs get out of completing a survey
Type of issue (10 usability heuristics)
Match between system and real world
Ease of fix
Severity
Minor
USER EMOTION: Observation
CONFUSION:
Users' initial impression of "Survey" is that they can obtain information from the function, in addition to the user sharing information with MOM.
Users have a 'topic-based' mental model, rather than action-based.
Feature(s) impacted
Survey