UX Research Questions Front Desk

Front Desk Employee (FDE) Workflows:

• Landing:
  • What do Front Desk Employees need to see after they login?
    • Should they land on the search page?
• Check-in:
  • From what parts of the system should users be able to search? Should the search bar appear on the same page as the wait list?
  • What do Front Desk Employees do to register a participant into the system?
    • Do they understand they need to search first?
  • From what pages do they need to be able to initiate a new participant entry? Is it just the "no results" page?
  • If a participant is already in the system, how do they get added to the wait list?
• Data Entry: New Participant Entry form
  • Are there any other data fields we need to account for?
  • Does the system need to be able to detect duplicate entries? If so, what are the fields that identify a duplicate? Is it just UID? Is it the combination of Name, and UID?
  • Are STEP appointments handled on this form?
• Waitlist Management
  • Do they need to manage who goes next?
    • If yes, how do they determine this? Is it purely on check-in time? How does urgency level factor in? What's the urgency level scale and how is it used (ex: what's a 1 vs 3 vs 5)
  • What do FDE's need to document?
    • Do they need to note when a participant has been called up (but not yet seen)?
    • Do they need to note when a participant has been seen? If so, does that data need to be tied to their record?
  • How does a participant get taken off of the wait list?
  • How are STEP appointments added to the list? Can users look ahead to future dates to see what appointments are scheduled?