11-24, 13:00–13:15 (Australia/Melbourne), Zoom Breakout Room 1
Background: Past research has shown people affected by miscarriage want a website specific to both miscarriage and to Australia that is accessible, comprehensive, evidence-based and informed by reputable experts and healthcare providers.
Objective: The aim of this study was to design, develop and evaluate the Miscarriage Australia website using a human centered design approach (HCD). The human centered design approach is commonly used in software development as it incorporates the end user in the design process in order to ensure the system is usable and meets end users’ needs. In this paper we describe how this approach was applied to ensure the final website met target end user requirements.
Methods: The Miscarriage Australia website [1] was designed using a three-phase approach. Phase 1 (Context and Requirements): involved a review and secondary analysis of existing interview data with those affected by miscarriage (28 cisgender women and 16 cisgender male partners) to determine their online information and content needs. A website content framework, two representative end users (personas) and tone of voice guidelines (Miscarriage Australia’s brand identity and values) were developed by HCD designers to guide the content and design process. Desktop research of existing online miscarriage content was also undertaken to understand current best practice and to inform search engine optimisation strategies. Phase 2 (Design): involved content creation by the research team, with the expert guidance of an advisory committee of 14 medical, nursing and allied health professionals. Content was copy edited by the designers to ensure it met end-users needs and the tone of voice guidelines. Phase 3 (Usability testing): Specialist HCD website developers were engaged to undertake branding and build of the website. Two iterative cycles of usability testing and development were undertaken with 10 end users to test website branding, usability, acceptability, accessibility and functionality. Results were summarised after each round and used to refine and finalise the website.
Results: Phase 1 interview data analysis confirmed the need for a comprehensive, reputable Australian website for those affected by miscarriage. Two user personas – ‘Dhalia’ and ‘Ellinor’ - were developed to represent the target audience, including their behaviours, motivators and goals in accessing the website. Designers recommended Miscarriage Australia’s tone of voice be calm, empathetic, hopeful and authoritative. Content was reviewed by expert advisory committee members over two rounds to ensure it was evidence based and reflected best practice. Feedback from usability testing showed users felt the website looked professional, trustworthy, informed by a reputable organisation and included all the necessary information needed at the time of miscarriage. They felt the branding and colour palette was warm, calming and not overly feminine. They also liked the language used which they felt was empathetic, conversational and relatable. Most participants navigated easily through the website, successfully finding the required information. Minor areas for improvement identified included some slight changes to specific imagery, navigational links and additional information on a few pages.
Conclusion: Using a human centred design approach to develop the Miscarriage Australia website allowed the research team, designers, developers to design and Australian based miscarriage website that met target end user needs. Ongoing evaluation will be undertaken and used to inform further development and refinement of the website.
Dr Jade Bilardi is an ARC Decra Senior Research Fellow in the Central Clinical School at Monash University and an honorary Research Fellow in the Department of General Practice at the University of Melbourne.
Dr Bilardi is a social researcher who specialises in women's sexual and reproductive health. Her primary area of interest centres on the psychosocial health and wellbeing of women, partners and family affected by miscarriage. She also undertakes research in the areas of pregnancy and birth, early parenthood, STI's and sexual health & wellbeing.