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.
A primary objective is to address the challenges related to HARP login with EUA credentials and PIV card. Firstly, aim to gain a comprehensive understanding of users' experiences regarding the HARP login process with EUA credentials and PIV card. This involves exploring their interactions, pain points, and overall satisfaction during the login procedure. Additionally, seek to investigate how users receive information about logging in to HARP or HCQIS applications, ensuring we understand the channels and sources they rely on for guidance. By uncovering their pain points, we aim to identify areas for improvement in the login process with EUA credentials and PIV card, ultimately enhancing the user experience. Lastly, assess the effectiveness of the tooltip associated with the "CMS EUA PIV Card" tooltip to gauge its impact on user understanding and interaction. Through a comprehensive analysis of this research, generate insights and recommendations to streamline the login experience and optimize user satisfaction in HARP.
Log Into HARP
# User Research, # User Interview, # Contextual Inquiry, # Qualitative Research
The Approach
Participant Recruitment: Engage CMS employees who possess PIV cards to gain insights into their login experience. This selection ensures a representative sample for in-depth analysis.
Observational Study and Interviews: Observe participants during their login process while actively collecting their feedback. Through structured interviews, inquire about their login experience, paying particular attention to identifying pain points and areas of improvement.
Tooltip Validation: Validate the tooltip functionality specifically designed for PIV card users. Assess its effectiveness in providing clear and helpful guidance during the login process.
The Process
1. Plan to conduct research
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Define the research objective, research questions, methodology, and target user groups
2. Find an appropriate user group and recruit them
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CMS employees who have PIV cards and have experience logging into HARP
3. Conduct contextual inquiry and semi-structured interview
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5 participants
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Up to 45 minutes in remote Zoom meeting
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Using the production environment for testing
4. Analyze research data
5. Document findings report
6. 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 user interviews (+42)
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"It’s especially confusing if login UIs across different sites look similar
(e.g. CMS Enterprise Portal and CMS IDM)." -
"Users were able to easily follow guided steps via email for first-time login and role request."
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"Tooltip message is helpful to prevent users from using PIV card right away before entering EUA credentials."
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Recommendations (+11) for UX enhancements to the HARP login process
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"Identify and fix technical glitches when signing in with EUA credentials for the first time."
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"Create HARP signup notification email templates per persona (provider, contractor, CMS employee, etc.)"
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Emphasize what HARP is, why it’s needed, and which CMS applications use HARP
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Emphasize role request approval by Security Official
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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.