Post-Call Survey Experience: Members & Providers

Objectives of the Study

In preparation for the launch of a new Post-Call Survey, we conducted a test study with members and providers. We sought insight into member and provider post-call survey experiences. 

• Can our callers get the information they need to progress on their task, or do they get stuck or frustrated?
• Are we missing vital information?
• Is there too much information?
• Can the user easily navigate the survey?
• Is the pacing easy to follow?

I conducted moderated interviews to gain deeper insight into how participants interacted with the post-call survey. This was possible through utilizing voice files mimicking the post-call survey process. I conducted interviews with a combination of members and providers for a total of 8 participants.
Tools: UserZoom’s IntelliZoom for recruitment and Excel for data analysis.

Post-Call Survey Interview Script