Usability Session - Counselors
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Participant Name
Participant #
SCRIPT
Introduction (Task 0)

Hi, __. My name is ___, and I’m going to be walking you through this session today. You may have an idea of why we’ve asked you here, but let me go over it briefly. We are working to create a website for providing emotional health support, with a particular focus on culturally-cognizant and community-focused approaches. I’m going to be guiding you through a series of questions and activities, and I want to make it clear right away that there are no wrong answers. We’re doing this to improve our designs, so we need to hear your honest reactions. If you have any questions as we go along, just ask them and I will try to answer them when possible.

Request for recording (Task 1)

It would be helpful for our team if we were able to record your session so that we could refer back to your comments later. Only our team working on this project would be able to access the recording. Do I have permission to record you?

[---START ZOOM RECORDING IF CONSENT IS GIVEN--]

Screening Questions

Before we begin I am going to drop in the chat screening questions. Do you meet one or more of the following criteria and which ones?

[--cut and past into zoom chat--]

A. I am Somali/East African; West African or African-American and between the ages of 18 – 35.

B. I have experience as a counselor or therapist for mental health.

C. I have experience with virtual telehealth for mental health.


[--Task 1A–] Do you have any questions for me before we begin?

  [--TIME CHECK - 3 Minutes--]
Starting/Background questions (Task 2) 

We’ll start out with a few general questions.  Let us know if there are any questions that you feel uncomfortable answering or don't want to answer and we will skip it.

Ok, let's begin.
  [--Max 5 minutes--]
[--Task 2A–] Would you mind telling me a little bit about yourself? What is your occupation?
[If needed] If this is different from your current occupation, what is your experience working as a counselor or therapist for mental or chemical health?

[--Task 2B–] What populations do you work with as a counselor or therapist (e.g., ages, cultures, specialties)? 

[Follow up] Does your approach ever change when working with different populations of patients?

[--Task 2C–] What languages do you speak? What languages do your patients or clients tend to speak? 

[Follow up]  Have you ever experienced language barriers (or communication barriers) in your work as a counselor or therapist? If so, how did you work around those barriers?


[--Task 2D–] What does a typical day look like for you as a counselor or therapist?

[Follow up as needed] What kinds of tasks do you perform? What kinds of tools or programs do you use? 


[--Task 2E–] How often do you provide telehealth/virtual services services? 

I will drop options for you to choose form in the chat.

[--Cut and past into chat--]

A. I don't provide telehealth/virtual services
B. Not often, once or twice a week.
C. Often, at least three or more times per week
D. Most sessions are remote
E. All sessions are remote
Clear selection
[--Task 2F–] What kinds of digital tools and devices do you use in your practice?

[--Task 2G–] How do you coordinate technology, files, and communications between both in-person and digital settings?


[--TIME CHECK: 8 MINUTES–]
 
Interactive Prototype (Task 3)

Thanks for that. We’ll move into working with the interactive prototype now, and I’ll be sharing a link for that in a moment. This is a prototype for a web app called Neuro App, which is intended to facilitate culturally-cognizant community-focused emotional health support. The prototype is interactive, but not everything may be clickable, so there will likely be times when you try to click on something and nothing will happen. If this is the case, I’ll be asking you to explain what you think might happen, or what you would expect. As much as you can, I’d like you to think aloud as you explore the prototype.

I’ll go ahead and drop the link into the chat now, and I’ll also ask that you share your screen when you open the prototype.

[--PASTE LINK IN CHAT–] 

https://www.figma.com/proto/UXHTRdZvomjJ9Dt6A3hEck/Mental-Health-App?page-id=1%3A3&node-id=154%3A10504&viewport=6068%2C4713%2C0.32&scaling=scale-down&starting-point-node-id=154%3A10504

 

[--ENABLE SCREEN SHARING–] 

[--WAIT FOR PARTICIPANT TO SHARE SCREEN–]

[--Link to pdf of screens in case there are technical issues with prototype--]

https://drive.google.com/file/d/1cPdkSiivl_T4WwZL7c5PD-FKWGkrXzSP/view?usp=sharing

Screen Tour (Task 3)
[--MAX 5 MINUTES–]

[--Task 3A–] Dashboard: I’d like you to take a few minutes to look at this screen, and see what you make of it. What do you think you could do on this page, what functionalities might exist in this tool, what areas are you unsure of – just take a look around and give a narrative as you go.

[Follow up questions as needed]

Ask about top Navigation icons upper right if not mentioned during narration.

[--Task 3B–] Is there anything missing that you would have expected?

[--Task 3C–] On a scale of 1-5, how would you rate the readability of the site’s content?

very difficult to read/understand
very easy to read/understand
Clear selection
Why?

[--Task 3D–] My Clients Screen

Now find the "My Clients" screen and open it. I'd like you to take a few minutes to look at this screen, and see what you make of it. What do you think you could do on this page, what functionalities might exist in this tool, what areas are you unsure of – just take a look around and give a narrative as you go. 

[--Task 3E–] Is there anything missing that you would have expected?

[--Task 3F–] On a scale of 1-5, how would you rate the readability of the site’s content?

very difficult to read/understand
very easy to read/understand
Clear selection
Why?

[--Task 3G–] Client Profile
The last screen to tour is the Client Profile. Please open a Client profile and take a few moments to look at it, and see what you make of it. What do you think you could do on this page, what functionalities might exist in this tool, what areas are you unsure of – just take a look around and give a narrative as you go.

[Follow up questions as needed]

If needed, ask about what they might think they would do with "Conditions" and/or "Circles."

[--Task 3H–] Is there anything missing that you would have expected?


[--Task 3I–] On a scale of 1-5, how would you rate the readability of the site’s content?

very difficult to read/understand
very easy to read/understand
Clear selection
[--TIME CHECK: 13 MINUTES–]  

Now I am going to ask you to complete a few tasks.
Scenario 1: Complete a Task (Task 4)

You just finished sending out your monthly billing statements and want to move this task from new to completed.  

Can you show me how you might do this? Please talk aloud as you complete this task. 
[--MAX 5 MINUTES–]

[--Task 4A–] On a scale of 1-5, how would you rate your ability to accomplish this task, and briefly why?

Very difficult
Very easy
Clear selection
Why?

[--Task 4B–] On a scale of 1-5, how would you rate the readability of the site’s content, and briefly why?

very difficult to read/understand
very easy to read/understand
Clear selection
Why?
[--Task 4C--]. How important is it to have the ability to manage and track your tasks on the Neuro app? 

On a scale from 1 - 5, with 1 being not important at all and 5 being very important.

Not important at all
Very important
Clear selection
Why?

[--TIME CHECK: 18 MINUTES–] 

Scenario 2: PREPARE FOR NEXT CLIENT (Task 5)

Your 10:30 A.M. appointment is in the zoom waiting room and before you let them in to start the session you quickly find their profile to review notes from their previous session and then look at their treatment plan.  

[--MAX 5 MINUTES–]


[--Task 5A–] Can you show me how you would look up Asha's profile? Again, please talk aloud as you go.
[--Task 5B–] Next, can you show me how you would look up your notes from the last visit?

Is there anything missing here that you would expect?  

[--Task 5C–] On a scale of 1-5, how would you rate your ability to accomplish this task.

Very difficult
Very easy
Clear selection
Why?

[-- Task 5D--] On a scale of 1-5, how would you rate the readability of the site’s content?

very difficult to read/understand
very easy to read/understand
Clear selection
Why?
[--Task 5E–] Lastly, can you show me how you would look at the treatment plan?

Is there anything missing that you would expect to find here?

[--Task 5F–] On a scale of 1-5, how would you rate your ability to accomplish this task.

Very difficult
Very easy
Clear selection
Why?

[-- Task 5G--] On a scale of 1-5, how would you rate the readability of the site’s content?

very difficult to read/understand
very easy to read/understand
Clear selection
Why?
[--TIME CHECK: 23 MINUTES–]
Quantifiable Questions (Task 6)

Thanks for that. Now we are almost done with our session, I just have a few more questions.

 [--MAX 5 MINUTES --] 

[-Task 6A–] What type of resources do you typically provide to your clients?

I am going to paste several options in the chat for you to choose from.

[--paste in chat--]

A. Verbal suggestions

B. Online resources such as mediation videos, relaxation techniques, etc...

C. Worksheets and handouts

E. Books

F. All of the above

Clear selection
Which of the above resources do you use most often?
[--Task 6B--] How important is it to have access to resources that you could add to a client's treatment plan. On a scale from 1 to 5, with one being not important at all and 5 being very important.
Not important at all
very important
Clear selection
Why?

[-Task 6C–] How important is it to be able to personalize the Dashboard?

On a scale from 1 to 5, with one being not important at all and 5 being very important.

Not important at all
Very important
Clear selection
Why?

[-Task 6D–] How important is it to have the calendar sync with your other calendars?

On a scale from 1 to 5, with one being not important at all and 5 being very important.

Clear selection
Why?
[-Task 6E–] What is your preferred method of communicating with clients in between session?
[-Task 6F–] What type of resources would you expect to find in a resource library?
[--TIME CHECK: 28 MINUTES–]
Closing or reflection questions (Task 7)
[--Task 7A–] Thank you for that. That’s all I have for you. Is there anything else you’d like to share that you haven’t had a chance to yet?

Thank the participant and close

Thank you so much for your time. We appreciate your help!

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