How can we better understand our users and the organizations in which they work?
The creation of these user and organization profiles was part of a broader initiative to understand and map the characteristics and goals of our highest performing revenue cycle clients. A set of user and organization profiles was created to complement a presentation and greater set of deliverables aimed to communicate our findings after our first round of site visits.
10 site visits were organized with research goals mapped to each visit based on our current phase of development
Each site visit was comprised of several workplace observation sessions with billing staff users as well as meetings with key stakeholders to gather feedback on early-stage design work
Affinity mapping sessions were organized following each site visit along with meeting to develop design next steps which helped to prioritize research activities in following site visits
The user and organization profiles continue to serve as a reference to center people on our core revenue cycle users (as they are project-agnostic)
The process of creating these profiles (and other deliverables) served to move design work forward as such artifacts helped to synthesize and organize data in a way designers better understood and could act on