Community Connect:

UX Writing for Trust in Health Data Sharing

My Role:

UX/UI Lead, UX Writer, Content Strategist

Team:

1 project manager, UX/UI Lead, 4 UX/UI Designers

Timeframe:

2 Weeks

Tools:

FIGMA, Maze

CHALLENGE

The Opportunity Project (TOP), under the U.S. Census Bureau, issued a challenge. Build a experience easing patient data-sharing fears and boosting COVID test reporting.

Solution

Established trust in our voice. Made reporting both positive and negative tests empowering.

Voice Research & Design

Understanding user needs by interviewing user experts

USER ADVOCATE INTERVIEWS

TOP linked us with 5 user advocates from varied fields like public health, public trust, and patient advocacy. Our goal was to understand the experience that would most encourage reporting behavior and to explore ways to make users enthusiastic about submitting their test results.

Our interviews suggested exploring the following avenues:

  1. Community: Users are more inclined to share data when they feel part of a larger purpose.

  2. Trust: A significant number of users distrust government handling of their data; our communication must address this concern.

  3. Empower: Reflecting the FDA and TOP's mandate to empower users is essential throughout the entire experience.

REQUIREMENTS

Identifying content goals and constraints

Community Test Labs enables nationwide submission of at-home COVID-19 tests. Interestingly, the experience varies for positive and negative test results.

I want the voice to do the following:

  1. Align with the team’s UX principles.

  2. Feels appropriate for users (positive or negative).

  3. Be easy to maintain.

  4. Motivate people to report their at-home test results.

Establishing content principles

Community Test Labs lacked content design standards, so I created eight guiding principles to align our content creation process.

Recommendations

What the Community Test Labs voice sounds like

We further refined my content principles through a ‘this but not that’ exercise:

  1. Community, but not intrusive: Encouraging users to connect, share, and grow together, fostering an environment of inclusivity and relationship building.

  2. Trustworthy, but not naive: Providing a secure and reliable experience, ensuring users feel protected and confident in using the platform.

  3. Empowering but not pressuring: Enabling users to achieve their goals, fostering self-determination and growth by providing actionable, motivating content.

My team collaborative of a voice chart to align the team during the UX writing process:

Content Design & Testing

Designing content for trust and community

We asked a series of 25 people to fill out a survey about their thoughts on our microcopy, so we made sure our content would reach target users.

ONBOARDING

For onboarding, we wanted to developed the following framework for explaining data

  1. How your data will be used

  2. How your data will not be used

  3. How your data has an impact

Onboarding FIGMA prototype

Sample: How your data has an impact

I aimed to portray data sharing as an act of community service.

We presented account creation as an invitation, using the phrase "join us.”

We sought to establish a direct link between community safety and test result sharing.

Highlighting trust and community was crucial in our narrative.

Content Testing Results

Onboarding Sample

Header Content Test Results: 36% of users found the final content the most empowering

TEST CONFIRMATION

I created different confirmation pages for each result: positive or negative. I thought the message to the person who had submitted a positive result may want a more supportive/empathetic experience.

Positive Report Prototype

Negative Report Prototype

Sample: report positive test result

Sample: report positive test result

TEST CONFIRMATION

I created different confirmation pages for each result: positive or negative. I thought the message to the person who had submitted a positive result may want a more supportive/empathetic experience.

Sample: Positive Report Response

Header Content Test Results: Even while ill, 52% of users chose gratitude (thank you) over support.

Body Content Test Results: 56% of users chose options granting them maximum agency.

The intent of our message was to extend support and outline subsequent steps.

We used images of people to remind them they are part of a community.

We employed "your health matters" to highlight user importance and encourage containment.

Positive Test Result Confirmation Message

I performed content survey on the confirmation “header” (the greeting) and the “body” (message).

Content Testing Results

Outcomes

Reflecting on this journey, collaborating with the government underscored the value of establishing a voice. This upfront effort in voice development ensured more efficient content delivery.