Learning Hub user research Landing page and Dashboard

Learning Hub user research: Landing page and Dashboard The Learning Hub will be the place to go to access and record learning from a broad range of shareable resources, including existing e-Learning for Healthcare (e-Lf. H) programmes, and resources contributed and uploaded from the user community. The Learning Hub will also encourage discussions to take place around the uploaded learning content and networks to form around areas of shared interest to maximise the opportunities for collaboration and realise the potential of the resources. Over the past few months key areas of the Learning Hub’s design have been shared with users from all over the UK and from a variety of NHS, health and care backgrounds. The focus on user research ensures that users are central to the platform’s design and by listening to the needs of the users we can deliver a Learning Hub that meets the learning requirements of the health and care workforce. This pack provides an overview of both the process and findings of this piece of user research, which focussed on the landing page and dashboard within the Learning Hub. January 2020 @HEE_TEL https: //telblog. hee. nhs. uk

Key questions Landing page: • What are users' first impressions of the landing page? • What is the first action they would be looking to do (and can they do it)? • What is the value of the different landing page sections to the user (social media, news etc. )? • How do users respond to the imagery and colours? Are they expected for an NHS platform? • Do users understand the alternative routes for log in (e. g. Open. Athens)? • What details do they expect to provide when they create an account? Dashboard: • What are users' first impressions of the dashboard? • Can a user find and view a resource? • How do users respond to the layout? Is it as expected? • What are the most satisfying and frustrating aspects of the journey? @HEE_TEL https: //telblog. hee. nhs. uk

Participants • Total: 11 participants • 4 female, 7 male • Range of educator and learner backgrounds • Digital capabilities: – – – @HEE_TEL Advanced: Intermediate: Novice: Getting started: Unknown: 4 6 0 1 0 • Organisations/Roles include: – NHS (Clinical, Non-Clinical and Education) – Learning and Development Manager – Associate Director of Education and Events • Locations include: – – North West England London South, South West & South East England West Midlands https: //telblog. hee. nhs. uk

Method • • • Timeframe: one week interviews, one week analysis Remote interviews (conducted via Web. Ex and Whereby) 45 minutes - one hour sessions Task setting exercises using an Invision prototype Participants were in their work environments using their own devices. • Limitations: – Issues with screensharing for some participants (they had to verbally describe their actions) – General prototype restrictions (only certain parts of the prototype were functional, this was explained to participants) – Users primarily self-identified as Advanced or Intermediate in digital capability. @HEE_TEL https: //telblog. hee. nhs. uk

Findings @HEE_TEL https: //telblog. hee. nhs. uk

High priority issues Summary of issue ‘Sign in’ action out of sight on landing page Most users were confused about the location of the log-in section on the landing page. Users saw that they could register at the top right-hand corner of the screen but were unsure as to why a 'sign in' option wasn't situated within this menu option. ‘Dead end’ journey to e-Lf. H resources When selecting to view an e-Lf. H resource, there was minimal recognition of the fact that the resource was 'outside' of the Learning Hub platform and no recognition that they had then moved to a different platform. This caused confusion when users tried to return to their previous location. @HEE_TEL Impact Priority For the majority of users, scrolling to find the most common action (sign in) adds frustration and wasted time to their journey. In the worst case scenario (observed in one case) users could assume that what is in view when they first load the page is the extent of their options and give up on the sign in journey. Critical The issues with this journey have several potential impacts. For users familiar with e-Lf. H, who recognise that they have entered another platform, there is a frustrating journey around returning to where they were previously (through using repeated back button presses). For users who don't recognise that they have moved to another platform, there is the potential for them to miss/dismiss the Learning Hub link and attempt to continue with their learning on the e-Lf. H Hub. It is likely that they would either seek to return to the initial dashboard or use search to return to a resource they have previously viewed. In the end, this journey could frustrate users enough for them to give up on their search and leave the platform. Critical https: //telblog. hee. nhs. uk

Issue in detail: ‘Dead end’ journey to e-Lf. H resources "I might try clicking on home. . . or I might just use the back button. Yeah, I can't see an easy 'back to where you were' or return to the new platform, the other platform. ” "It's only clear to me [that we've moved to the e-Lf. H platform] because I am familiar with e-Lf. H and recognise the header. ” The majority of resources are stored and displayed within the Learning Hub platform. However there are certain resources – primarily e-Learning for Healthcare (e-Lf. H) resources – that will initially be searchable in the Learning Hub platform but accessed via a link to the e-Lf. H platform. The version of this journey shown in the prototype caused confusion amongst users, who either did not expect or did notice that they had been taken to a different learning platform. This made it difficult for users to get back to where they were. Users, on the whole, missed the 'Learning Hub' link and initially looked for the same breadcrumb back options shown on resources within the Learning Hub. When asked how they would get back, some stated they would use the browser back button. @HEE_TEL https: //telblog. hee. nhs. uk

Low priority issues* *these are a sample of the low priority issues Summary of issue Concerns around identifying trusted resources Some users - especially those who either created learning resources themselves or who came from heavily 'evidence based' research backgrounds - were concerned about identifying which resources came from trusted sources and had been peer reviewed or otherwise moderated to ensure good quality. Impact Priority The impact of this issue is more likely to be felt over the long term, as users interact with different resources. It was clear that for some (high level) users, it would make them doubt the legitimacy of resources and potentially discourage them from interacting. It would also reduce the likelihood that they would share resources as they wouldn't be able to differentiate their (ideally well-researched) resources from others. Medium This confusion of 'enrol' with 'creating an account' made users uncertain about whether to click into e-Lf. H resources and there was an expectation that it could potentially be frustrating (if they were then required to repeat the registration process for a secondary platform). This could discourage interaction with e-Lf. H resources. Medium ‘Enrolment’ messaging on e-Lf. H resources On e-Lf. H resources, the following message is displayed: "This resource is accessed on the e-learning for Healthcare Hub. You may be asked to enrol. " The majority of users, when asked what this message meant, assumed that if they viewed this resource, they might be asked to create an account for the e-Lf. H Hub. Only regular users of the e-Lf. H Hub recognised the terminology of 'enrol' and understood that it referred to enrolling on a particular course. @HEE_TEL https: //telblog. hee. nhs. uk

Supported assumptions and wins • ‘Live Chat’ needs to conform to user expectations: This includes live chat ‘floating’ to the side of the screen and the user entering basic details (name and question) and receiving a response • Presence of ‘Open. Athens’ log in was understood • Menu icons in top bar of landing page were understood by users. @HEE_TEL https: //telblog. hee. nhs. uk

Next steps Summary of issue ‘Sign in’ action out of sight on landing page Most users were confused about the location of the log-in section on the landing page. Users saw that they could register at the top right-hand corner of the screen but were unsure as to why a 'sign in' option wasn't situated within this menu option. Next steps • Action to take this to comms and speak about the images being reduced in size or moved, and to make the Sign In/Register section more prominent for users upon arriving at this page • Designer to create several mock-ups for landing page running order to take this to the further team (mobile media needs to also be considered) • Decision was also made to uniform the terminology around creating an account/registering. ‘Dead end’ journey to e-Lf. H resources When selecting to view an e-Lf. H resource, there was minimal recognition of the fact that the resource was 'outside' of the Learning Hub platform and no recognition that they had then moved to a different platform. This caused confusion when users tried to return to their previous location. @HEE_TEL • Text needs to be amended in order to educate users more on what they're about to do (transfer to an additional platform) • A modal window will be displayed, presenting users with information about the action that is being carried out. https: //telblog. hee. nhs. uk

Update: Modal window ‘Dead end’ journey to e-Lf. H resources @HEE_TEL https: //telblog. hee. nhs. uk