Medic’s focused working groups regularly conduct generative and evaluative interviews, shadowing and focused group discussions with CHWs, Supervisors, App Developers, System Admins as well as other caregivers and technical end users to continuously understand how the CHT supports them as well as new opportunities for improvement.
We’ve synthesized the stories we’ve heard into insights below:
Care Teams
Generative Interviews
In Q2 of 2023, the Care Teams group conducted 3 interviews. We heard about difficulties with onboarding and registering multiple people under the same household.
To date, the Care Teams group has conducted 54 interviews and have uncovered the following insights:
| Insight | # of Stories |
|---|---|
| The UI is difficult to navigate | 20 |
| Configuration doesn’t support service delivery needs | 18 |
| Muting is used for unintended purposes that could be better supported by existing functionality | 16 |
| Users can’t easily find who they’re looking for | 13 |
| CHWs can’t access their app due to battery issues | 10 |
| The app takes a long time to load | 10 |
| There are challenges with onboarding and training | 10 |
| CHWs can’t access their app due to insufficient data | 7 |
| CHWs work takes longer due to duplication of data entry | 7 |
| It’s hard to secure sensitive information | 5 |
We’ve also heard stories about environmental factors as an emerging theme.
Customer Effort Score Survey
We had 318 respondents to our CES survey, including 284 CHWs and 34 CHNs. The results are as follows (score of 1 = extremely difficult; 5 = extremely easy):
| Question | CHW Score | CHN Score |
|---|---|---|
| How easy or difficult is it for you to find the household you are looking for? | 4.6 | 3.3 |
| How easy or difficult is it for you to find the patient you are looking for? | 4.5 | 3.1 |
| How easy or difficult is it for you to find the task you want to do next? | 4.6 | 3.5 |
| How easy or difficult is it to correct a mistake in your app? | 3.6 | 3.4 |
| How easy or difficult is it to plan your work using your app? | 4.1 | 3.4 |
| How easy or difficult is it to learn new changes to your app? | 3.3 | 3.4 |
| How easy or difficult is it to keep track of the reports you submit? | 4.4 | 3.5 |
| How easy or difficult is it for you to register a new household? | 4.8 | 4.4 |
Read this post for more details.
Allies Team
Generative Interviews
In Q2 of 2023, the Allies Team group conducted 4 interviews. We heard about the difficulties of debugging and testing forms, and creating hierarchies and setting permissions.
To date, the Allies Team group has conducted 25 interviews and have uncovered the following insights:
| Insight | # of Stories |
|---|---|
| It’s difficult to test purging rules without deploying them on production | 13 |
| It’s difficult to find and make sense of errors when setting up the CHT | 11 |
| It’s difficult for app developers to understand key concepts in the CHT | 8 |
| User management lacks automation and self-serve options | 7 |
| Testing is error prone due to a lack of clear steps and guidance | 6 |
| It’s difficult to test task rules without deploying them on production | 5 |
| There is not enough guidance or active feedback when building forms | 5 |
| It’s difficult to extend the CHT functionality | 5 |
| Coding with XLSX is a bad experience | 4 |
| It’s difficult to change hierarchies after launch | 4 |
| There is not enough guidance or active feedback when making config changes | 1 |
We’ve also heard stories about development hardware as an emerging theme.
Many thanks to our partners who have collaborated with us to make these user research activities happen. We look forward to working with others to continue to improve the CHT experience for all its end users. To get involved in these user research activities and to ensure the voices of end users from across all programs and countries are being heard, please reach out to leah@medic.org.