Working with a recruiter who specialized in healthcare, we needed to invite caregivers and patients who may have limited mobility but could still use a mouse and keyboard. We also needed to pay extra attention to how the interview room was set up so that patients would feel comfortable and could enter & exit with ease.

In terms of the moderator’s guide, we focused our questions on the following:

• Learning people’s opinions on the homepage in terms of initial impressions, layout, colors, readability and visual design.
• Gathering feedback on the secondary pages, regarding their overall layout, colors, readability and certain offerings such as highlighted articles, share your thoughts feature, and locating downloadable information.
• Garnering people’s reaction to the registration process and whether or not it was easy for them to complete.
• Understanding whether the content and nomenclature was clear throughout the site.
• Gathering feedback on various navigational pathways to uncover if the tasks presented could be easily accomplished.