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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.

Following the launch of HARP's MVP, a critical observation is the absence of a dedicated landing page after login. Currently, users are directed to the User Profile page upon login. A primary objective is to address this gap by providing an enhanced landing page that better caters to user needs. To achieve this, research focuses on understanding the specific features users expect to find on the landing page, ensuring a seamless and effective user experience. Additionally, aim to gain insights into the motivations behind user visits, particularly distinguishing between Security Officials and non-Security Official users, allowing us to tailor the landing page accordingly. Furthermore, validate a dashboard concept as the initial landing page to assess its ability to meet user expectations and fulfill their needs.

Benchmark-landing-page-builder-01.png

New Lanidng Page for HARP

Problem

# User Research, # Online Survey, # Usability Testing, # Qualitative Research, # Quantitative Research

The Approach

Conduct user research to uncover and analyze user needs and expectations specifically related to the landing page after HARP login.

 

Develop a new dashboard concept for the landing page that focuses on enhancing the user experience.

Validate the effectiveness of the new dashboard concept landing page to see if it meets user needs and expectations

Approach
The Process
Process

1. Plan to conduct research

  • Define the research objective, research questions, methodology, and target user groups

2. Conduct an online survey

  • In order to get feedback from as many participants as possible

    • Detailed survey questionnaire to gather experience related in HARP login and the lading page​

    • 27 participants

3. Conduct 1:1 interactive user testing

  • In order to validate the new dashboard-style landing page and to deep dive into users' context when they log into HARP

    • Selected participants based on the online survey answers

    • Up to 1 hour

    • Test with a prototype

    • Remote Zoom meeting

    • 7 participants

4. Analyze research data

5. Document findings report

6. Readout and create user stories for future enhancements

  • Present and share research findings and log user stories for future enhancements

Outcomes
The Outcomes
  • Findings from the online survey (+11) and user testing (+23)

    • "Some people do not understand why they need to see the User Profile page every time."​

    • "In general, users prefer the new landing page."

      • "It looks user-friendly and provides more options to end-users."​​

  • Recommendations (+8) for UX enhancements to the HARP landing page

    • ​"Hyperlink the HARP logo to the new landing page"

    • "Update the dashboard-style landing page title to “Welcome to HARP”

  • 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.

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