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McLaren Health Plan Surveys
Role: Designer | At: Allegra Marketing Print Mail | Time Frame: January - February 2020
Project Overview
1. Objectives
2. Constraints
3. Original Survey
4. Solutions
5. Review
6. Feedback & Revisions
7. Final Product
McLaren Hospital came to us with a need to increase their McLaren Health Plan survey responses. The purpose of the surveys are to understand patients' perceptions of McLaren provider care. Working with the McLaren marketing team, I came to the conclusion that these needs translated into two objectives: 1. make the surveys more legible for patients and 2. reformat the survey so they are physically easier for the patients to fill out.
1. Objectives
Physical Format
McLaren needed to keep the surveys in physical format to be filled out by patients and faxed in. The surveys were part of a mailing that had been previously set up and paid for and they wanted to continue with this process. Surveys would continue to print on a standard 8.5x11 inch sheet of paper, one sided. Upon receiving the surveys, McLaren staff were to input data into a database for further reflection. However, knowing McLaren was in the process of digitizing a portion of their forms, I left room to make the survey interactive. A few months later this proved to be valuable when it was requested to make one of the surveys an interactive PDF.
Brand Guidelines
As McLaren is an established company, branding guidelines were used for consistency.
Questions Stay the Same
None of the questions within the survey were to be changed; it was purely the function of the survey that was to be enhanced.
Time
Working at a print shop meant concept to completion had to happen fast, so I worked as quickly as possible in short hour bursts scattered over a few weeks. I did not have the luxury of usability testing to confirm validity of the surveys.
2. Constraints
Physical Format
McLaren needed to keep the surveys in physical format to be filled out by patients and faxed in. The surveys were part of a mailing that had been previously set up and paid for and they wanted to continue with this process. Surveys would continue to print on a standard 8.5x11 inch sheet of paper, one sided. Upon receiving the surveys, McLaren staff were to input data into a database for further reflection. However, knowing McLaren was in the process of digitizing a portion of their forms, I left room to make the survey interactive. A few months later this proved to be valuable when it was requested to make one of the surveys an interactive PDF.
Brand Guidelines
As McLaren is an established company, branding guidelines were used for consistency.
Questions Stay the Same
None of the questions within the survey were to be changed; it was purely the function of the survey that was to be enhanced.
Time
Working at a print shop meant concept to completion had to happen fast, so I worked as quickly as possible in short hour bursts scattered over a few weeks. I did not have the luxury of usability testing to confirm validity of the surveys.
Original 2016 Provider Satisfaction and Availability Survey
Original Behavioral Health and Accessibility Communication Survey
3. Original Surveys
2016 Provider Satisfaction and Availability Survey
The original survey was cluttered and the horizontal lines distracted the viewers eye. Because of the heavy, cluttered appearance at first glance the survey looks like it would take a lot of time to fill out. I needed to find a way to "lighten the load" of work for the patient, or at lease make the survey less cumbersome to complete.
4. Solutions
Survey Improvement:
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I eliminated visual clutter as much as I could within the given constraints. I removed the heavy excel-like boxes and replaced the shaded sub-headers with all-caps McLaren blue sub-headers.
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To help delineate the "question" section from the "answering" section I added a dashed vertical line.
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Questions and answers were numbered both for ease of use by the patient filling out the survey and the staff member entering data from the surveys.
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In addition to numbering question and answers, I mapped the answers with their corresponding questions. This way the patients/staff could easily find the answers in the same space on the opposite side of the page.
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The comments section was merged into one area rather than two separate blocks with varying width. It was important to McLaren to leave room for patient input not otherwise listed in the survey.
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Check boxes were implemented for two reasons: 1. to increase the speed in which a patient could indicate yes or no and 2. to prepare for an interactive PDF. Adobe InDesign allows for interactivity. I selected the square vector and in the interactive settings changed buttons and forms to 'checkbox'. Adding this feature allowed the form when printed to remain blank, but when digitally filled out the checkboxes would be selectable.
5. Review
In lieu of usability testing, I had to internally review if I had made the surveys more usable for patients. I asked myself "is this version more beneficial than it's original state?" and "would I as a user believe this survey would be quick to complete?". In this case, the answer was yes so I moved on to the proofing stage.
6. Feedback & Revisions
Through email exchange and phone calls, surveys were presented and small changes were clarified. Overall, feedback was good and changes were minimal.
My typical proof/revision process while I worked at the print shop is displayed in the above infographic.
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