Unlocking the Power of Biometrics: Enhancing HealthyWA’s Digital Presence

The Challenge

The HealthyWA website managed by the Department of Health, is a vital resource for accurate health information. Its importance grew during the COVID-19 pandemic, making it essential to meet the informational needs of the Western Australian community. To understand how the website was being used and how it could be improved, we conducted a comprehensive study.

Multi-lens Approach

We employed a multiphase approach. First, we analysed Google Analytics to examine user behaviour, engagement and demographics. Next, we conducted an online survey to gather insights from the WA community about their needs and user experience. Finally, we used advanced biometric measurements, including facial expression analysis, heart rate monitoring, skin conductance and eye tracking, to diagnose user experience and identify pain points. Through 17 in-depth biometric interviews with diverse community members, including Aboriginal people, CALD groups and people with disabilities, we observed users navigating the HealthyWA website. Eye tracking created heat maps of user attention, while facial mapping and heart rate monitoring quantified frustration and confusion.

Action

Our analysis revealed several key insights: the need for clearer information architecture for intuitive signposting, mobile optimisation due to complex navigation on mobile devices, and better engagement opportunities as users often overlooked the website’s search function. Our biometric research findings led to enhanced navigation options in hover menus, improved navigation on tier 2 landing pages, and simplified information architecture as part of the site’s visual refresh. These changes, endorsed by HealthyWA and the WA Department of Health, underscored the value of our biometric approach in identifying and prioritising UX improvements.