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ViewPoint-Florence Integration 

UX Research 

Objective 

ViewPoint (VP) by Verily is a software solution used to streamline clinical trial sites workflows with an advanced clinical trial management system (CTMS). Florence is an electronic trial master file, used to store and organize regulatory clinical trial documents for running clinical trials. ​
 

The systems were integrated in Q1 of 2024 to ensure optimal user experience while conducting clinical trial within the Clinical Trial Program (CTP) at Kaiser Permanente. 

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To measure and assess the users experience with the integration of VP and Florence and to ideate and provide solution for pain points identified with the integration.

Project Scope 

UX Researcher 

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Role: Product Designer and UX Researcher 

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Timeline: 3 months 

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Tools:  MS Suite, Canva, Lucid Charts, MS Teams 

Research Methods

UX Success Criteria:

 

​Measurements  

  • Benchmark usability testing results reviewed and synthesized pre-launch 

  • Qualitative interviews conducted with sample size of 5 ​​

 

UX Research: 

Secondary Research 

  • Conduct a review of industry standard integrations and the success rate 

Quantitative Survey

  • User satisfaction and ease of use questions 

 

Qualitative Interviews 

  • An interview script will be given to each of the users and synthesized using affinity mapping 

Users and Audience

The CTP has over 120 staff in the department of those 70 uses both ViewPoint and the Florence eBinder systems. 

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Below is a user scenario that target the ideal user for both systems. 

Qualitative Research

Research Goals:​

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a. Determine the overall satisfaction of the Viewpoint and Florence e-binder 

b. What are the tasks that you struggle the most with while using Viewpoint and Florence e-binder?

c. What are their pain points of both systems and what could be improved? 

d. What are they frustrated with? 

e. What is a need in your department that currently not being addressed by the digital ecosystem? 

Research Findings 

PRE-LAUNCH

 

OVERALL SATISFACTION​

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Survey Results: 

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Sent to 110 CTP staff members, response rate of approximately 40% with 45 respondents. 

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Of the respondents the overall satisfaction rating was a 3 for neutral based on a five-point Likert scale addressing the questions above. 

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Qualitative Interview Post-Launch - Affinity Mapping 

 

TASKS THEY STRUGGLE WITH

 

  1. Uploading documents

  2. Linking documents between Florence and Viewpoint

  3. Navigating dashboard/menus

  4. Finding study-specific documents quickly

  5. Managing amendments or version control

 

PAIN POINTS / AREAS FOR IMPROVEMENT

 

  1. Redundant data entry between systems

  2. Confusion over user permissions/access levels

  3. Lack of real-time syncing

  4. Inadequate alert/notification system

  5. Limited customization for site needs

  6. Desire for mobile-friendly interface

 

FRUSTRATIONS

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  1. Feeling overwhelmed by too many clicks

  2. Frustration when documents disappear or fail to save

  3. Stress over poor customer support response times

  4. Annoyance with inconsistent terminology across systems

  5. Confusion about where to perform specific tasks

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UNMET NEEDS

 

  1. Need for better integration with other trial systems (e.g., CTMS)

  2. Desire for automated reports / audit trails

  3. Need for better training materials or in-app guidance

  4. Interest in a more streamlined startup process

  5. Request for cross-study search functionality

Outcomes
and Actions

  • Unmet needs, frustrations, and areas of improvements were communicated to both vendors and put on a list of upgrades for future releases 

  • ​Audit trails, synching of APIs, and customization based on therapeutic areas were major improvements that were released over the course of 6 months. 

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Constraints and Lessons Learned

Survey Post Launch:

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  • Unable to conduct survey post launch due to staff turnover and stakeholder decision to improve the technical experience and move towards training staff on regulatory compliance rather than improving software experience. 

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Qualitative Interviewing Sample Size: 

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  • Saturation is key the goal is to reach saturation, where you are no longer gaining new significant insights or themes from additional interviews.

  • More insights may have arisen from a sample size of 10-12 

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