user research

At Hello Alpha, we conducted several cycles of persona research to identify realistic representations of our patients. Some defining characteristics included those who:

• live in remote locations, distant from a healthcare provider (e.g. OB-GYNs)

• have partial to no health insurance

• need access to more affordable healthcare

• lack the time and resources to regularly visit a primary care provider 

We conducted interviews with patients to gather problems about the gaps in our platform.

We also were able to identify an emergent persona, those who prefer a layer of anonymity while seeking healthcare.

• We exported all 1 and 2 star Trustpilot reviews written by our users and did an analysis of the most frequently used words and phrases.  

• We fed the top words from that list into Trustpilot’s AI-driven “Insights” feature to identify themes among the lowest rated reviews. 

I co-led a cross-functional brainstorming workshop that included a number of directors and our CEO. Together we reviewed the user research results and ideated to find solutions to the top user needs. The stories our patients shared were used to inform several of the Product team's objectives and key results for the following year: including the design of a patient portal for asynchronous telemedicine.