From c7e14f17682fac068e77dae11ff6ee8b45280505 Mon Sep 17 00:00:00 2001 From: AnneCostello <116298030+AnneCostello@users.noreply.github.com> Date: Fri, 8 Nov 2024 14:04:41 -0500 Subject: [PATCH] Create conversation-guide.md --- .../conversation-guide.md | 506 ++++++++++++++++++ 1 file changed, 506 insertions(+) create mode 100644 products/health-care/digital-health-modernization/mhv-to-va.gov/medical-records/research/2024-11-MR-SM-RX-usability-study/conversation-guide.md diff --git a/products/health-care/digital-health-modernization/mhv-to-va.gov/medical-records/research/2024-11-MR-SM-RX-usability-study/conversation-guide.md b/products/health-care/digital-health-modernization/mhv-to-va.gov/medical-records/research/2024-11-MR-SM-RX-usability-study/conversation-guide.md new file mode 100644 index 00000000000..90b8525e048 --- /dev/null +++ b/products/health-care/digital-health-modernization/mhv-to-va.gov/medical-records/research/2024-11-MR-SM-RX-usability-study/conversation-guide.md @@ -0,0 +1,506 @@ +# **Conversation Guide: MHV on VA.gov, Secure Messages + Medical Records + Medications, November 2024** + +## **Intro - 5 minutes** + +Thanks for joining us today! May I call you \[first name\]? + +My name is \[name\]. I'm a researcher, and I work as part of a team that is improving VA's websites and other resources for Veterans. We reach out to Veterans as we design these resources to get their input so we can help make sure we meet their needs. + +Before we start, I want to give you an idea of what this session will be like: + +- **This entire session should take about 60 minutes.** I want to be sure not to keep you much longer, so I may occasionally prompt you with the next question or topic. +- **In this session, we want to hear your honest opinions.** We are not testing your ability. We just want to improve these tools to better meet Veterans’ needs. I will not be offended by any opinions you express, and I welcome your feedback. +- **You'll be interacting with a prototype.** This is a demo tool that may not function exactly the way you expect. Some areas of the prototype will be selectable, and some will not. Since it's a demo, none of your actions will affect your actual VA information or benefits. +- **If for any reason and at any time you want to stop the session, please let me know.** + +I want to make sure that you're comfortable with a few of my teammates assisting me on this call. I have one teammate who will be taking notes to make sure that we accurately represent your feedback. We won't link any notes to your name or other personal information. The others are just here to observe. Do I have your permission to let them into the session? + +_\[If yes: \]_ Thank you. When they are connected, I will ask them to make a quick introduction. + +_\[If no:\]_  I appreciate you letting me know. Please give me a quick moment to let them know. + +_\[When observers are connected to audio, ask them to introduce themselves\]_ + +- Are you comfortable if I record my screen and audio as we talk today?  We use the recordings to confirm that we have captured your opinions accurately. The recordings are destroyed after we complete analysis, and none of your comments will be attributed to you directly. +- _\[If yes: \]_ Once I start recording, I am going to confirm that you are ok with me recording this session once more. + +_\[Start recording.\]_ + +- I have started recording. I'd like to confirm: Are you comfortable if I record my screen and the audio as we talk today? + +## **Screen share/Remote share - 2 minutes** + + + +_\[If on Desktop/Laptop/Tablet:\]_ I am going to have you take over the mouse on my screen. As soon as I get set up, I will give you instructions on what to do.  _\[when ready\]_ I am going to hand over control in just a second. When I do, you will see a notification pop up on your screen and then you will be able to control my screen. Ready? + +_\[If on mobile/tablet: \]_ Have you shared your screen over Zoom with your phone/tablet? + +_\[If yes: \]_ I dropped the link to the prototype in the chat. Go ahead and pull it up and when you are ready to share, please do so. + +_\[If no, follow protocol for particular OS (Android/iOS)\]_ + +### **Participant Coaching** + + +Let’s pause right here on this screen. + +As you can see, this is not your My HealtheVet account. If you look in the top right corner where your name would appear, it says Pat. Pat is our test user and it is their account we will be using today. + +Today we are trying to learn how a Veteran might use this product if they were on their own. + +  Part of understanding how well this product works is to know what you, the user, are thinking and feeling while you are using it. As much as possible today, we would like you to say aloud anything you are thinking or feeling no matter how significant or insignificant you may think it is. Imagine that you are doing the tasks today and I am on the phone with you and can’t see your screen. Does that make sense? + +If you are ready, we can begin.  + + +## **First Task: Medications** + +**_\[Medications list page\]_** + +### **RX-1 Joelitol** + +Pat has a chronic condition called Joelitis. They are having a flare up and need to renew their expired Joelitol prescription. + +- How would you help Pat find that expired medication on this list? + +_\[if they scroll, use pagination, or fail\]_ + +- Tell me why you chose to scroll/use pagination to find this medication? + - What is guiding your search? (title, date, etc.) + - Would anything make this easier? + +_\[if they choose a specific filter\]_ + +- What made you choose that one? + +_\[if they open the filter and hesitate\]_ + +- What are you thinking as you review these options? +- Which one do you think would help you find Pat’s expired medication? +- What would you expect to find in \[option\]? + +_\[if they sort\]_ + +- What made you choose to sort by \[option\]? +- Would anything make this easier? + +_\[after they find/don’t find Joelitol\]_ + +- How do you feel about the process of finding/looking for that medication? + - What makes you say that? + - What would make it easier? + +_\[if not already done\]_ + +Please open that filter for me. + +- What are you thinking as you review these options? +- Which one do you think would help you find Pat’s expired medication? +- What would you expect to find in \[option\]? + +Go ahead and try “Renewal needed." + +- What are your thoughts on how this worked? +- How would you like to be able to find that medication? + +### **RX-2 Recent refills** + +_\[try to make sure the renewal filter is still on the page\]_ + +- How would you find out what medications Pat ordered in the last week? + +_\[if they choose a specific filter\]_ + +- What made you choose that one? + - Did you find what you need? +- How would you like to be able to find those medications? + +_\[if they choose to scroll\]_ + +- What made you choose to scroll? + - What is guiding your search? (title, date, etc.) + - Did you find what you need? + - How would you like to be able to find that medication? + +_\[if they choose to sort\]_ + +- What made you choose to sort? + - Did you find what you need? + - How would you like to be able to find that medication? + +_\[if they haven’t noticed the filter yet\]_ + +- Are there any tools here that might make finding medications in this list easier? + +### **RX-3 Default set up** + +Please remove the current filter. + +Let’s pretend this is your medication list. + +- Would you leave this list as-is? +- _\[if no\]_ How would you change it? (encourage them to make any changes that are currently available). + - What made you choose that? + - Tell me what is helpful about this. +- _\[if yes\]_ What if you needed to find an expired medication after a list of 300 active and discontinued medications? + - What makes you say that? + +### **RX-4 Post** + +Before we move on to our next task, let’s pause here. + +- What was helpful about what you reviewed in Medications? +- What was not helpful about what you reviewed in Medications? + +### **Things to watch for:** + +- Do filters help Veterans find their medications? + - Do Veterans understand the filter options? + - Do Veterans become overwhelmed with the filter options? +- What are Veterans’ expectations for filter functionality? +- How do Veterans use the filters to find their medications? + +## **Second Task: Medical Records** + +**_\[Medications list page\]_** + +In the top right of your screen, please click on “Records.” + +**_\[Medical Records landing page\]_** + +Let’s pause for a moment. Remember this is a prototype, so please don’t click anywhere when you answer this next question. + +- If we were to go back into Medications, would you expect the list to still be filtered? + - What makes you say that? + +Let’s start with Vaccines. + +### **MR-1 Vaccines** + +**_\[Vaccines\]_** + +Pat is planning a Safari trip to Kenya and the recommended vaccines include Yellow Fever. They think they may have received that vaccine just before they were deployed to Africa in 2015. + +- How would you find out if Pat received the Yellow Fever vaccine in 2015? + +_\[if they scroll, use pagination, or fail\]_ + +- Tell me why you chose to scroll/use pagination to find this vaccine. + - What is guiding your search? (title, date, etc.) + - How would you like to be able to find that vaccine? + +_\[if they choose a specific date range\]_ + +- What made you choose that one? + +_\[if they choose Custom and try to type\]_ + +I’m going to stop you for just a moment. The prototype does not have the dates set up. + +- What dates would you use to filter? + +Please click on the word “Required” next to “end date”. Now, click in that box for month and it will fill in some dates for you automatically. + +_\[after they find/don’t find Yellow Fever\]_ + +- How do you feel about the process of finding/looking for that Yellow Fever vaccine? + - What makes you say that? + - How would you like to be able to find that vaccine? + +Please click on Records in the top right. + +### **MR-2 Vitals** + +**_\[Medical Records landing page\]_** + +- Do you ever look up any of your vitals from the past? Why? +- _\[if yes\]_ How far in the past do you typically look? + +Let’s take a look at Pat’s vitals. + +**_\[Vitals\]_** + +- If there were a filter on this page, would you expect it to be set to 2015 like the Vaccine filter we just used? + - What makes you say that? + +Pat is having a friendly argument with Jamie, their best friend from the \[branch\]. Jamie is a ½ inch taller today, but Pat swears they once were the same height. To prove it, Pat wants to find their height from their last \[branch\] physical in June of 2018. + +- How would you help Pat find that height from June 2018? + +_\[if they scroll, use pagination, or fail\]_ + +- Tell me why you chose to scroll/use pagination to find Pat’s height. + - What is guiding your search? (title, date, etc.) + - How would you like to be able to find that record? + +_\[if they choose a specific date range\]_ + +- What made you choose that one? + +_\[if they choose Custom and try to type\]_ + +I’m going to stop you for just a moment. The prototype does not have the dates set up. + +- What dates would you use to filter? + +Please click on the word “Required” next to “end date”. Now, click in that box for month and it will fill in some dates for you automatically. + +_\[after they find/don’t find height\]_ + +- How do you feel about the process of finding/looking for that height from 6 years ago? + - What makes you say that? + - What would make it easier? + +Please click on Records in the top right. + +### **MR – 3 Care Summaries & Notes** + +**_\[Medical Records landing page\]_** + +Please take us to Pat’s Care Summaries and Notes. + +**_\[Care Summaries & Notes\]_** + +Pat remembers that their primary care doctor commented on their change in height at their appointment last year which happened to be on Halloween. + +- How would Pat find that Primary Care Note here? + +_\[if they scroll, use pagination, or fail\]_ + +- Tell me why you chose to scroll/use pagination to find this record. + - What is guiding your search? (title, date, etc.) + - How would you like to be able to find that record? + +_\[if they choose a specific date range\]_ + +- What made you choose that one? + +_\[if they choose Custom and try to type\]_ + +I’m going to stop you for just a moment. The prototype does not have the dates set up. + +- What dates would you use to filter? + +Please click on the word “Required” next to “end date”. Now, click in that box for month and it will fill in some dates for you automatically. + +_\[after they find/don’t find note\]_ + +- How do you feel about the process of finding/looking for that note? + - What makes you say that? + - How would you like to be able to find that note? + +Please click on Records in the top right. + +### **MR – 4 Lab & Test Results** + +**_\[Medical Records landing page\]_** + +Please take us to Pat’s Lab and Test Results. + +**_\[Lab & Test Results\]_** + +Pat gets their Hemoglobin A1C checked every 3 months, but they have been so busy, they know it’s been more like 5 months. + +- How would Pat find out when they last had their hemoglobin A1C checked here? + +_\[if they scroll, use pagination, or fail\]_ + +- Tell me why you chose to scroll/use pagination to find Pat’s A1C. + - What is guiding your search? (title, date, etc.) + - How would you like to be able to find that record? + +_\[if they choose a specific date range\]_ + +- What made you choose that one? + +_\[if they choose Custom and try to type\]_ + +I’m going to stop you for just a moment. The prototype does not have the dates set up. + +- What dates would you use to filter? +- What made you choose that? + +_\[after they find/don’t find note\]_ + +- How do you feel about the process of finding/looking for Pat’s A1C? + - What makes you say that? + - How would you like to be able to find that record? + +### **MR - 5 Post** + +Before we move on to our next task, let’s pause here. + +- What was helpful about what you reviewed in Medical Records? +- What was not helpful about what you reviewed in Medical Records? + + +### **Things to watch for:** + +- Words? +- Do filters help Veterans find their medical records? +- How do Veterans use the filters to find their medical records? +- What are Veterans’ expectations for filter functionality? + - Do Veterans understand how to remove or change a filter? +- At what point does the Veteran choose to filter vs scroll? + +## **Third Task: Secure Messaging** + +### **Switch to Codespace** + +We are going to change from a prototype to a live website. I dropped the link in the chat. Please go ahead and open it up for me. + +**\[Messages\]** + +Just like with our prototype, we will be seeing Pat’s messages. Please stay within Secure Messaging and do not click on any external links. All of today’s tasks will be completed here in the Inbox. + +### **SM – 1 Joelitol** + +Pat wants to message their doctor to renew their Joelitol medication. They want to copy all the details from the last message their doctor sent them in January. + +- How would Pat find that Joelitol message from Dr. Campalong from January? + +_\[if they scroll, use pagination, scroll, or fail\]_ + +- Tell me why you chose to scroll/use pagination/sort to find that message. + - What is guiding your search? (title, date, etc.) + - How would you like to be able to find that message? + +_\[filter(s)\]_ + +- What made you choose \[option(s)\]? + +_\[if they open the filter and hesitate\]_ + +- What are you thinking as you review these options? +- Which one do you think would help you find Pat’s message from their doctor? +- What would you expect to find in \[option\]? + +_\[after they find/don’t find message\]_ + +- How do you feel about the process of finding/looking for Pat’s message? + - What makes you say that? + - How would you like to be able to find that message? + +### **SM – 2 Bug Bite** + +Pat found a suspicious bug bite after playing pickleball at a 4th of July party two years ago and messaged with their primary care doctor about it. + +This past weekend, Pat got a similar bug bite and wants to see what advice Dr. Owens gave last time. + +- Find the message from Dr. Owens about Pat’s bug bite from July of 2022. + +_\[if they scroll, use pagination, scroll, or fail\]_ + +- Tell me why you chose to scroll/use pagination/sort to find that message. + - What is guiding your search? (title, date, etc.) + - How would you like to be able to find that message? + +_\[filter(s)\]_ + +- What made you choose \[option(s)\]? + +_\[if they open the filter and hesitate\]_ + +- What are you thinking as you review these options? +- Which one do you think would help you find Pat’s message from their doctor? +- What would you expect to find in \[option\]? + +_\[after they find/don’t find message\]_ + +- How do you feel about the process of finding/looking for Pat’s message? + - What makes you say that? + - How would you like to be able to find that message? + +### **SM – 3 MOVE program** + +Pat’s friend is interested in the VA’s MOVE program. Pat’s primary care doctor sent them the information this past spring. + +- How would you find that message from Dr. Owens about the MOVE program that was sent this past spring? + +_\[if they scroll, use pagination, scroll, or fail\]_ + +- Tell me why you chose to scroll/use pagination/sort to find that message. + - What is guiding your search? (title, date, etc.) + - How would you like to be able to find that message? + +_\[filter(s)\]_ + +- What made you choose \[option(s)\]? + +_\[if they open the filter and hesitate\]_ + +- What are you thinking as you review these options? +- Which one do you think would help you find Pat’s message from their doctor? +- What would you expect to find in \[option\]? + +_\[after they find/don’t find message\]_ + +- How do you feel about the process of finding/looking for Pat’s message? + - What makes you say that? + - How would you like to be able to find that message? + +### **SM – 4 Filter Feedback** + +Let’s take a look at the filters. + +- Tell me what you think about these filter options. + +Under category, please choose Appointment and for Date, choose 12 months. + +\[if they don’t click Apply, don’t say anything yet.\] + +- How do you know the filter is applied? + +### **SM - 5 Post** + +Before we move on to our next task, let’s pause here. + +- What was helpful about what you reviewed in Secure Messages? +- What was not helpful about what you reviewed in Secure Messages? + +### **Things to watch for:** + +- Do filters help Veterans find their messages? +- What are Veterans’ expectations for filter functionality? + - Does the Veteran become overwhelmed with the options? + - Does the Veteran struggle with the date picker? +- How do Veterans use the filters to find their messages? + +## **Post-Task Interview** + +- Is there anything you haven’t shared about your experience today that you would like us to know? + +## **Cognitive Disability Interview** + + +Thank you for taking the time to get through all those tasks with me today and answering all our questions. It has been super helpful.  + +Our goal in these studies is to make sure we represent the point of view of all Veterans. This is why we are committed to recruiting participants with cognitive disabilities so that we are designing an experience that meets their needs.  + +In your screener, you answered yes when asked about a cognitive disability. + +- Could you confirm if this is correct information?  + +_\[if no\]_  + +We will be sure to make that correction. Thank you.  + +_\[if yes, continue\]_  + +We are collecting information on how Veterans’ cognitive disabilities may affect their ability to use My HealtheVet. Would you be willing to answer a couple of questions today?  + +_\[if no\]_  + +That’s no problem. + +_\[if yes\]_  + +- Would you mind sharing a little about how your cognitive disability affects your use of My HealtheVet or other websites? +- Can you share an example of a time when you struggled with My HealtheVet because of your disability?  + +## **Thank-You and Closing** + +We really appreciate you taking the time to share your thoughts with us today. Your feedback is so helpful to us as we continue to work on the site and make sure it really works for Veterans. + +Thank you so much again and enjoy the rest of your day!