From Fail to Pass – Enhancing User Engagement
Uncovering usability issues to improve the user experience
Key Takeaways
ABPN needed to audit its practitioner portal to identify friction points in the certification and professional development workflows for medical specialists
OneSpring conducted a comprehensive UX expert review using cognitive walkthroughs and heuristic evaluations of the web dashboard and supporting pages
The audit identified 21 specific findings categorized by severity (critical, moderate, minor, aesthetic) and accessibility compliance
The engagement resulted in actionable recommendations and a redesigned dashboard concept that significantly improved efficiency and user satisfaction
Supporting Medical Professionals
Maintaining medical certification is a high-stakes process that shouldn't be hindered by a confusing digital interface. The American Board of Psychiatry and Neurology (ABPN) is a nonprofit organization that has certified psychiatric and neurological professionals since 1934. It offers certifications in psychiatry, neurology, and 15 subspecialties through comprehensive examinations. The Continuing Certification Program helps board-certified professionals maintain current medical knowledge and uphold high standards of patient care through ongoing professional development.
The Challenge: Identifying Friction in the Portal
ABPN approached OneSpring to help audit and evaluate their practitioner portal’s user experience (UX). Their goal was to identify areas of friction that were causing frustration for busy medical professionals and have OneSpring provide strategic and tactical recommendations for immediate improvement.
The Solution: A Rigorous UX Expert Review
OneSpring conducted a deep-dive user experience (UX) expert review of the ABPN web dashboard and additional supporting workflows. Our team used a combination of cognitive walkthroughs—where experts simulate a user's step-by-step problem-solving process—and heuristic evaluation techniques to identify numerous usability issues that weren't apparent from surface-level metrics.
"The result is a more intuitive experience that truly serves our board-certified specialists."
—Director IT, ABPN
Results and Redesign Recommendations
The evaluation specifically categorized 21 findings by severity (critical, moderate, minor, aesthetic) and whether they passed or failed accessibility guidelines. By addressing these overarching and page-specific issues, OneSpring helped ABPN enhance both user engagement and satisfaction, maximizing success for their medical professional customer base.
Improved Satisfaction
40%
Increased Usability
25%
Increased success rates
35%
Conclusion
The final report offered top recommendations and a redesigned dashboard concept aimed at creating a more intuitive and efficient experience for ABPN users. Ultimately, this transformed the certification portal from a simple administrative site into a dynamic professional development tool.
"OneSpring transformed our digital platform with a meticulous UX review that went beyond recommendations—they helped us reimagine our certification portal as a dynamic professional development tool."
—Director IT, ABPN
Frequently Asked Questions
What is the ABPN practitioner portal?
The ABPN portal is a digital platform used by board-certified psychiatrists and neurologists to manage their certifications, complete ongoing professional development, and uphold medical standards. It is a critical tool for medical specialists to maintain their professional standing.
How did OneSpring evaluate the ABPN portal's user experience?
OneSpring utilized a two-pronged approach: cognitive walkthroughs and heuristic evaluations. Cognitive walkthroughs involve simulating a user's task-oriented journey to identify logic gaps, while heuristic evaluations measure the interface against established usability "rules of thumb" or best practices.
What were the key findings of the ABPN UX audit?
The audit uncovered 21 specific findings, which were categorized by severity level. These findings included critical usability blockers that hindered task completion, moderate issues affecting efficiency, and minor accessibility failures that prevented the portal from being fully inclusive.
What is a "cognitive walkthrough" in UX research?
A cognitive walkthrough is a usability evaluation method where experts simulate a new user's problem-solving process at each step of a task. The goal is to see if the system provides clear cues on what to do next and whether the user's mental model matches the system's design.
Why is accessibility critical for medical certification portals?
Medical professionals come from all backgrounds and abilities. An accessible portal ensures that specialists with visual, motor, or cognitive impairments can manage their certifications without barriers, fulfilling legal requirements (like Section 508) and ethical standards of inclusion.
How does a UX review benefit healthcare organizations?
For organizations like ABPN, a UX review reduces administrative burden for members, decreases the number of support tickets related to portal confusion, and reinforces the organization's brand as a modern, professional, and user-centric leader in the medical field.