Usability issues | Consultation redesign |
---|---|
*Focus on barriers detracts from case presentation *Unprepared to identify solutions to barriers *Digressions derail barrier problem solving and engagement *Case presentations exceed time allotted *Unfamiliar case update structure | Development of Troubleshooting Guide (guidelines, examples and tips) for consultants |
*Focus on barriers detracts from case presentation *Unprepared to identify solutions to barriers *Digressions derail barrier problem solving and engagement *Case presentations exceed time allotted | Clearly defined call agenda, directions and expectations for call activities and participation |
*Focus on barriers detracts from case presentation *Unprepared to identify solutions to barriers *Digressions derail barrier problem solving and engagement *Unprepared to articulate updated monitoring targets *Case presentations exceed time allotted *Unfamiliar case update structure *Difficulty articulating what is being measured | Provision of examples (e.g., case presentation) via multiple formats (i.e., modeled in vivo by consultant, discussion board, handouts) |
*Focus on barriers detracts from case presentation *Digressions derail barrier problem solving and engagement *Case presentations exceed time allotted *Consultation call duration too brief | Opportunity to ask overflow questions/comments to continue via asynchronous discussion board with both consultant and call group participants |
*Focus on barriers detracts from case presentation *Unprepared to identify solutions to barriers *Discomfort with assessments in case presentations | Consistent use of affirmation and positive feedback during call discussion, practice activities and discussion board use |
*Case presentations exceed time allotted *Unfamiliar case update structure *No continued access to resources *Unaware of available follow-up supports *Unfamiliar language in consultation model | Development of participant handbook including information on all available resources and how-tos on accessing and utilizing technology (discussion board, training resources, calls), etc. |
*Distraction from multi-tasking online during calls *Technological difficulties are disengaging | Consultant screen-shares appropriate resources, materials or examples during call |
*Inadequate on-site technology *Technological difficulties are disengaging | Research team available to troubleshoot any technological issues or needs during consultation calls |
*Inadequate on-site technology *Distraction from multi-tasking online during calls *Technological difficulties are disengaging | Additional technical training for consultants (e.g., learning dashboard, zoom videoconference, etc.) |
*Unaware of available follow-up supports *Technological difficulties are disengaging | Orientation for participants on training platform during first call (i.e., discussion board, additional resources) |
*Confidentiality concerns when reporting results | Promotion of collaborative, safe environment to share via introductions, profile photos and video during calls |
*Regular calls incompatible with time/availability *Duration misaligned with preferences | Participants given one of top choices (rank order) of their preferred time for consultation calls |
*Regular calls incompatible with time/availability | Offered brief make-up sessions if scheduled group calls were missed (based on their availability) |
*Rapid assessment misaligned with available time *Regular calls incompatible with time/availability *Duration misaligned with preferences | Reduction of consultation call time from 1–1.5 h to 50 min |
*No continued access to resources *Unaware of available follow-up supports | Allowed continued access to the training modules |
*Focus on barriers detracts from case presentation *No continued access to resources *Discomfort with assessments in case presentations *Unaware of available follow-up supports | Development of supplemental MBC resources and reference materials (e.g., workflow tools, standardized assessments repository, MBC tip sheets, etc.) |
*Confusion over MBC terminology *Unfamiliar language in consultation model | Revised language (e.g., reduced jargon, increased readability, clear definitions, etc.) across all project materials |
*Unprepared to articulate updated monitoring targets *Case presentations exceed time allotted | Broke down MBC process into manageable steps (sequence of practice activities followed by feedback) to better align with call timeline |