Improving device usability through instructions

Fortune 100 Global Manufacturing partnered with Fathom to develop their instructions for a medical testing device.

Overview

Fortune 100 Global Manufacturing Company wanted to test the usability of a new testing device and Fathom worked with them to come up with initial instructions for use and conducted several rounds of in-person testing to observe people interacting with the instructions and testing device.

*Some details about the project are missing due to an NDA *

MY ROLE

UX Researcher | Usability Testing Note-Taking | Logistical Support

METHODS

Usability Testing | Qualitative Data Analysis

TOOLS

Zoom | Microsoft Excel | PowerPoint | Figma |Fanthom’s Testing Center

Summary

Key Points

Problem: Fathom was given the task of discovering ways to improve the usability of the medical device design and instructions.

Process: Multiple rounds of usability testing were conducted in order to improve the device design and instructions. During round 1.0 of formative testing, the way users used the device was observed. Users were asked how easy or hard it was to use the device and how confident they felt at the end of testing. During round 1.5 for the formative usability testing parents and children were observed. Moments of confusion were noted, how difficult or easy the users thought the testing was, and how confident they felt using the device.

Findings: Through usability testing, it was found that changing the wording of the instructions during day one of testing and enhancing the images facilitated the usage for users by accelerating the participants’ learning and facilitating first-time usage.

*As an intern I was only present for round 1.5 of testing

Research process

Problem Statement

Goal

Multiple rounds of usability testing were conducted for a Fortune 100 Global Manufacturing Company to discover ways to improve the usability of the medical device design and initial instructions. Throughout testing, instructions were updated and altered based on the results we were getting and the efficiency of the instructions. Parents were asked to administer, coach, or simply observe their child’s test as they would in real life based on what they know of their child’s age and abilities.​

  • 75% of participants should succeed by their 2nd attempt​​

  • 75% of all attempts should succeed

The users consisted of…

Parents​

  • Caucasian, Black,  Asian, and one Mixed Race​

  • Several wore glasses​

  • One had a deviated septum​

​
Children​

  • Caucasian, Mixed Race, Black, one Asian​

  • One child with autism; one with anxiety about health topics​

  • Two children wore glasses​

  • One child had a pierced septum with jewelry

USers

Research Methods

Formative testing sessions consisted of four sections:​

  1. Review and obtain consent​

  2. Set expectations and discuss participants’ physical, vision, and ​
    comprehension challenges and experience with testing​

  3. Complete usage scenarios: Task order was slightly altered from Round 1, to allow parents to experience both types of tests personally before performing them on their children. Children were in the room observing their parent’s attempts to test.​

    • Collect sample from self​ (parent)

    • Repeat collect sample from self, with opposite instructions

    • Collect sample from child​

    • Repeat collect sample from child, with opposite instructions

  4. Discuss their experiences, impressions, suggestions, and preferences

Round 1.5

Outcomes from research

Key Takeaways

Next steps

  • 75% of all attempts succeeded

  • Usability issues from round 1 were eliminated or improved

  • They relied on illustrations and labels in the instructions to connect what they expected to find with what they saw in the box.​

  • Updates to the illustration of the instructions after day 1 seemed to accelerate the participants’ learning and facilitate first-time usage success during day 2 of testing

  • When the device is packaged in a smaller and more transparent pouch, participants will likely find this even easier.

  • Most participants quickly learned the steps to complete, all errors were on the first attempts​

  • Parents were even more successful when testing with children than when testing themselves.

  • Changing the wording of the instructions during day one of testing and enhancing the images facilitated the usage for users by accelerating the participants’ learning and facilitating first-time usage

  • All usability issues observed in Round 1 were eliminated or improved and no new usability issues were observed during Round 1.5

  • Children as young as 11 were able to test themselves with the instructions provided with minimal parental coaching

  • Some younger children looked over their parent’s shoulders and observed intently as their mom or dad completed the test. Older children tended to be less attentive but occasionally did correct a parent’s misstep.​

Summative testing that will include….

•       General population of parents and kids

•       General population of adults with another adult/loved one

•       Healthcare professionals with kids

•       Healthcare professionals with adults to act as a patient