DHW Access & Data Experience Study
Project Overview
Partnered with Idaho Department of Health and Welfare stakeholders to investigate how staff access, manage, and share data across divisions. Through interviews, thematic analysis, persona development, and journey mapping, we identified usability challenges, governance gaps, and opportunities for organizational improvement.
The Challenge:
The Idaho Department of Health and Welfare manages large volumes of sensitive information, making accessibility, governance, and data-sharing critical concerns.
Research Process
01
User Interviews
02
User Interviews
03
User Interviews
04
Journey Mapping
05
Findings & Recommendations
Project Impact
What I Learned:
A central part of this project was learning how user interviews drive meaningful decisions. These conversations helped us compare mental models, spot workflow inconsistencies, and identify where governance policies weren’t translating into practice, shaping every recommendation we made.
We refined our approach as we went by rewording questions and smoothing transitions until the flow clicked. From there, we both stayed fully engaged: I led the conversation, while my coworker handled the intro, took notes quietly, and closed the session. The balanced setup made the interviews feel natural and more connected to the user’s responses.
Behind the scenes: conducting a user interview together on Microsoft Teams.
User Persona Templates: Dark/Light Versions meant to be “ITS Branded”