Philips
User Experience Research Internship
Navigating Dental Healthcare for Philips
I was a UX researcher Intern and primarily worked with the senior product researcher to design, implement, and analyze two concept tests. The internship spanned over the course of 8 weeks. I contributed throughout the concept tests and specifically led the qualitative data analysis.
Project Overview
I executed, analyzed, and supported a validation test for user behavior and requirements and an ordering and onboarding process test for Philips Dental+ Program. I worked with stakeholders to create research plans, discover pain points, analyze data results, report findings, and more.
My Contribution
*** Due to the nature of the internship and HIPAA compliance, details from the internship are limited.
Dental Healthcare is an inevitable service for millions of people - Philips works to make it a better experience when partnering with insurance companies. Individuals, families, insurance companies, health needs, and resources differ from person to person: navigating dental healthcare may look vastly different because multiple factors affecting their experience. Dental+ Program is a customer facing solution to support individuals and families to improve their dental healthcare experience
Background
Objectives
Explore and validate the dental healthcare experience with the Dental+ program for individuals
Understand the pains and gains for all parties involved related to the Dental+ program app and website
Ideate and design on how Philips can improve the dental healthcare experience to set individuals up for success
Concept Tests were chosen in order to evaluate and validate the user requirements to support the launch of the customer facing Dental+ program as well as gather data for ongoing product development. Each concept test session required Philips system, Microsoft Team, and their respective discussion guide. Each session included a test moderator and a note taker. The sessions captured each participant’s interaction with Philips system, comments, questions, and interaction regarding the Dental+ program. I supported these concepts through the study plan, test kit, and moderation/note taking.
Two Concept Tests were executed to support the Dental+ program :
Concept Tests
User Behavior and Requirements Validation
Ordering and Onboarding Process
Will members understand the Dental+ program and what the program has to offer?
Will members easily navigate the webpage and app?
Which ordering and onboarding flow will likely drive the most downloads of the app?
What pains or gains do members have related to the ordering and onboarding process?
Research Questions
Participants were screened to understand their behaviors from insurance status, dental history, brushing habits, and family background.
30 Participants were recruited for User Behavior and Requirements Validation Test
14 Participants were recruited for Ordering and Onboarding Process Concept Test, two arms of 7 participants
Methodology: up to 1 hour live remote interviews with study participants, conducted via Microsoft Teams
Participant Recruitment & Methodology
Analysis
I led the analysis for the two concept tests for qualitative insights for participants throughout sessions (i.e. comments, observations, questions) and quantitative metrics on ease of navigation, discoverability, and value.
6 insights and themes were generated from the User Behavior and Requirements Validation Test. 4 User Personas were created for the Philips Dental+ team for product development. Gathered data to identify the onboarding flow that drives more utilization of the Dental+ app.
Users understand what is included with Dental+ program, products, and support
Users note the benefits of the program and app for family
Users understand the value behind health insurance and Dental+ program
Users expect more from the app regarding the Dental+ app reminder notification about Dental Professional visit
Users agree that the app supports them to create and/or continue good oral health behaviors
Users understand the apps visuals for brushing habits/behaviors
Findings, analysis, and personas supported design decisions and product roadmap for Web/Mobile Optimized Onboarding Launch and Visual/Interaction Design Launch.
Findings
This internship was such a great experience for me. I was able to collaborate with the different team members from a variety of teams. A key takeaway from my internship is research is only as good as how you analyze and present it. In terms of analysis, the deeper you dive into the product’s context, the deeper the results yielded. I had the opportunity to be a part of such an impactful program that will impact lives so it is important to understand how the results will impact the final product. It is important to relay the right information to the right people in the right way. My other key takeaway is that people matter! Not only in terms of user experience, but the people at Philips challenged me and supported me by helping me hone my skills in UXR. Working with people who are so talented, driven, ambitious, and dedicated towards the same goal to make an impact with people’s health was an eye opening experience.
I want to thank Philips, my mentor, my team, and my manager so much for the opportunity to be a part of the team this summer. I was able to learn so much about UXR, myself, and opportunities as I navigate my career.