Ash Scribe

Penn Medicine


Healthcare B2C Quantitative Qualitative Benchmarking


My Role
Scoped, designed, and conducted UX research for Penn Medicine's online Primary Care intake experience as lead researcher.




The Problem
The team needed meaningful benchmarks for the online Primary Care intake experience and a clear picture of what users expect when they look for care.





My Approach

Conducted a quantitative peer usability study.

Established meaningful benchmarks and measured user expectations.

Drew from previous institutional data to tell a bigger story.



Impact
Produced a jobs-to-be-done framework for the future scheduling experience

Helped the team reach alignment on the feature roadmap within one week

Provided an updated UX benchmarking rubric aligned to industry peer standards






    What People Said

    “We’ve been trying to build this roadmap for two years. [With this research] we just landed it in a week.”

    - Penn Customer Experience Director




    Artefacts (redacted)











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