Jaime Fowler

Case Studies

SnapNurse

UX Researcher
July - November 2022

Goal:

Understand the current clinician user journey and identify areas that may be causing clinicians to drop out of the onboarding process.

Phase 1: Internal Research

To better understand what questions I would ultimately want to ask end users, I began by interviewing internal teams who worked directly with SnapNurse clinicians, i.e. the end users. For this phase of the research I wanted to understand:

How internal SnapNurse teams interacted with clinicians
What pain points teams were seeing in their day-to-day interactions
What areas they felt needed improvement
Why and where clinicians were dropping out of the onboarding journey at high rates

Methodology:

Conduct interviews with members from clinician facing teams including recruiters and credentialers
Create an affinity map of interview responses
Map user journeys utilizing FullStory, a web traffic monitoring tool

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Utilizing Full Story, I also identified common drop points in the onboarding journey.

With this baseline knowledge of the current onboarding journey in place, I was ready to move to the next phase of interviewing SnapNurse clinicians directly.

Phase 1 Results:

After interviewing the internal teams several common themes emerged which I identified in my presentation.

I then took it a step further to compare and contrast the assumptions the product team had in place with the themes that arose during my internal interviews. I outlined each assumption, highlighted what my findings uncovered noting where there was a major difference, and provided next steps.

Phase 2: External Research

For the second phase of this research I wanted to validate the findings from my internal research or uncover new feedback that would answer the research question of why clinicians were dropping out of the onboarding process at such a high rate.

Methodology

Audit online forums and social media to gather information about SnapNurse's online reputation
Focus group
One-on-one interviews
Create affinity map of recurring themes

Phase 2 Results:

My external research provided many valuable quotes, directly from SnapNurse clinicians, that I was able to organize into several overarching themes. In a few instances, the external research did validate the phase one findings but several additional themes emerged as well and led to a much greater understanding of the real issues clinicians were facing during their onboarding journey.

Deliverables:

From my user research I was able to produce the following deliverables:

Presentation of findings to share with multiple teams including senior leadership
User personas for SnapNurse recruiters, SnapNurse credentialers, and multiple clinician personas
User journey map of current state, identifying major point points and drop points
Proposed changes to multiple user flows including the onboarding journey and job board work flow

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Impact:

This UX research project was the first body of research conducted by SnapNurse and it provided many surprising results as well as validating some established assumptions.

This research was ultimately used by leadership team and the board of directors to develop a 90-day and 180-day roadmap for the business to address several of the issues that came up during the research.

The findings also provided critical feedback for the internal teams who interact with clinicians on a daily basis, allowing them a chance to hear directly from clinicians about what is and is not working for them about the current internal processes.

Next Steps:

It is clear from this research project that SnapNurse has a lot of support from its end users despite many pain points being identified. The one thing that came up most often was a desire from the clinicians to have their voice heard. There is a huge opportunity to utilize this largely untapped resource to continue to improve the SnapNurse technology and processes.

Moving forward I would recommend that SnapNurse conduct regular focus groups, incorporate quantitative research, and begin utilizing user testing as part of the product design process.