Community Health Choice

Consumer and Provider Portal Usability Testing


HEMMY Professional Campaign Award
Promising Practice Designation
  • User Experience/Interface Testing
  • Online Portal Testing
  • In-Depth Interviews
  • Health Insurance
  • Healthcare Access
  • Men
  • Women
  • Medicaid Recipients
  • Healthcare Providers
The Challenge

Community Health Choice, a Houston-based nonprofit managed care organization, is committed to helping improve the health and well-being of Texas residents. They wanted to learn about the experiences of users of their consumer portal and their healthcare provider portal before moving those portals to a new technology stack to see if there needed to be any front-end design updates.

The Research

SUMA interviewed Community Health Choice  members who had used their My Member Account online portal in the past year and were of various races and ethnicities to reflect the diversity of Community Health Choice membership. Our researchers gave interviewees the option to access their account on the device they typically use, so we conducted interviews using phones, tablets, and laptops. Our researchers explored interviewees' experiences using the portal in the past, thoughts and perceptions of the content, and likes and dislikes of the user interface. SUMA also interviewed healthcare providers and their office staff about their experiences with the Community Health Choice Provider Portal. We first identified who in the office had the most experience using the portal on a daily or regular basis, traveled to their office, and sat down with them as they explained the desirable features and barriers from their perspective.

The Results
Community Health Choice used the findings from this research to inform the design of the new portals for their members and their healthcare providers.

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