In 2021, I was a UX Design intern at IQVIA in Durham, NC. During this period, I conducted subject matter expert and user interviews and usability testing, developed new user personas, and worked on the notification and communications strategy for clinical trials participant management software.
The notification strategy for this software was overdue for an overhaul. Notifications had been placed on the backburner when developing the program, but even in its early usage, notifications had quickly become an evident problem to users. However, user requirements and their exact experiences with these notifications had not yet been well-documented beyond initial user reactions. My research began with taking stock of all existing notifications, including their recipients, triggers, frequency, and timing.
Research and Interviews
The next phase included discussions with the design team about how notifications, emails, and alerts currently fit into the platform. I carried this information over into interviews with subject matter experts, who shared their opinions on communications from the platform, as well as important practical considerations for the clinicians who would be using the software. Combined with best practices research, I processed this feedback into a list of primary goals and considerations for redeveloping the notifications and communications strategy for the software.