Research Approach
Shortly following the creation of the visual inventory, we interviewed 12 different users (6 Patient roles and 6 Infoseeker roles) over Microsoft Teams to learn more about their relationship with cancer and the American Cancer Society website.
Our objectives during the interviews were the following:
- Define the user’s process flow.
- Help them open up about their thoughts and feelings.
- Highlight opportunities for website improvements.
As we interviewed our users, we gathered notes on their feelings, influences, tasks, goals, and pain points to later map out post-interview. These notes were later reflected on empathy maps for each interview. These insights were shared to American Cancer Society and used as a direction for future website iterations.