Partner Portal User Study

As a UX researcher at Solera Health, I lead a study with 3 network providers to restructure a health coach portal using observation, interviews and tree testing. Version one of the partner portal in Salesforce had been a pain point for many of the coaches as it was not very user-friendly causing support tickets for even the simplest of tasks. This user study lead to the refresh of the coach portal for community-based organizations.

I observed multiple health coach classes from different organizations as well as the coaches in their workspace.

After each observation/interview, I had a debrief session with the product and development team.

The different type of portal users and their journeys were identified from the user research.

Personas and the users needs were created from the user research.

Tree tests were conducted and recorded to determine layout of the revised partner portal.