The Royal Australian College of General Practitioners (RACGP)
Representing more than 30,000 members working in or towards a career in general practice, RACGP enables a high standard of care and learning. Through conferences, events and peer-to-peer networking, the RACGP connects members at every stage of their general practice career. It is responsible for maintaining standards for quality clinical practice, education and training, and research in Australian general practice.
PROCESSES AND METHODOLOGIES
- Problem & Solution Statement
- User Interviews
- Affinity Diagramming, Survey Designs
- Customer Journey Mapping
- Scenarios, User Tasks
- Information Architecture
- User Flows, Prototyping
- Usability Testing
APPROACH
THE CHALLENGE
Their main users are time-poor, highly educated doctors who expect high quality services. Any usability testing needs to be performed in a short time-frame and utilise remote situations.
PROBLEM STATEMENT
The problem of RACGP does not know how RACGP members use their website
Affects RACGP, RACGP members
The impact of which is RACGP members question the value of their RACGP membership.
SOLUTION STATEMENT
1. Synthesise existing research (surveys, interviews, reports) and collect evidence of RACGP member frustrations
2. Focus on Structure (information architecture) and test new feature and service offerings with actual usability testing
3. Help create a content strategy that entails clear processes and use of language.
USER SURVEYS
Survey design and online campaign to gather quantitative data.
Percentage of members calling the support line and the type of request for help.
USER SURVEYS RESULTS
Review of survey data. Confirm and validate RACGP member needs for prototyping.
CUSTOMER JOURNEY MAPPING
RACGP members journey towards becoming a GP varied quite a bit and was dependent on their qualifications as registrars or International Medical Graduates (IMGs).
USER INTERVIEWS AND RESEARCH
Interviewing doctors to gather context and authentic experiences to share insights.
PROTOTYPING
Rapid Paper Prototyping
PROTOTYPING
Axure Functional Prototype
PROTOTYPING
HTML5/CSS3 & Bootstrap Framework Hi-fidelity Prototype
User Interface (UI) Design
RACGP Pathways Policy Framework
