UX Researcher
HYORIM PARK
The Problem
* HARP (HCQIS Access Roles and Profile) is a secure identity management portal provided by the Centers for Medicare and Medicaid Services (CMS). Creating an account via HARP provides users with a user ID and password that can be used to sign into many CMS applications. It also provides a single location for users to modify their user profile, change their password, update their challenge question, and add and remove two-factor authentication devices.
Since the launch of HARP MVP, the HARP team has been consistently implementing UX enhancements based on user research findings. The primary objective is to assess if these continuous improvements effectively address user needs and expectations, as well as identify areas that require further enhancements to provide a better UX. To accomplish this, I aim to gather extensive feedback from a large sample of HARP users to obtain comprehensive insights.
Get Feedback from End Users
of HARP
# User Research, # Online Survey, # Quantititave Research
The Approach
Identify sources to recruit HARP user groups to ensure a wide representation of HARP users
Design survey questionnaire to strategically achieve meaningful findings through an online survey
Disseminate the survey efficiently to maximize the participation rate from HARP users
The Process
1. Plan to conduct an online survey
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Define the research objective, research questions, methodology, and target user groups
2. Find HARP user groups and recruit them
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Identify available channels to get HARP user groups
3. Create survey questionnaire
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Identify a screening question, survey flow, survey logic, question type
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9 questions
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2 Likert scale questions
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5 multiple choice questions
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2 open-ended questions
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4. Disseminate the survey to HARP user groups
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283 participants completed the survey
5. Analyze survey data
6. Document findings report
7. Readout and create user stories for future enhancements
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Present and share research findings and log user stories for future enhancements
The Outcomes
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Findings from the online survey (+33)
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"More than 70% of users have positive feedback on HARP’s capabilities meeting their needs."
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"More than 60% of users think HARP is easy to use."
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"Compared to previous online surveys, user pain points are decreasing."
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Recommendations (+9) for UX enhancements to HARP
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"Continuously prioritize and implement Single Sign-On (SSO) functionality across non-ESS applications to alleviate the inconvenience and enhance the user experience associated with accessing multiple websites."
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Created user stories for future implementation
* Due to the NDA restrictions, the final outcomes of this project are confidential and cannot be posted on this website. Please contact me if you are interested in learning more about this project.