CPSO Public Registry Usability Audit & Improvements

As part of a strategic initiative aimed at transparency, The College of Physicians and Surgeons of Ontario (CPSO) committed to independently reviewing the effectiveness of how they provide access to information online.

Opportunity

With a public protection mandate, the CPSO regulates the practice of medicine to protect and serve the public interest. Their online Public Register had undergone numerous updates, modifications and changes since it’s initial launch 5+ years earlier. A comprehensive usability audit of the existing Public Register was needed to examine the current state of the CPSO Public Register; it’s overall purpose, challenges, and potential for the future.

Solution

To better understand if the CPSO was meeting the needs of their users, MitreBox UXD undertook a series of website assessment activities to analyze the existing Public Register through the lens of online content, design, and functionality best practices. Stakeholder interviews, focus group sessions, and one-on-one usability tests were conducted to gather insights into the public’s overall perception and expectations of the CPSO and online Public Register.

MitreBox UXD captured recommended improvements, strategies and priorities for future enhancements to the Public Register during these activities; and then used this knowledge to inform the creation of wireframes and the functional specification of an improved online user experience.

Results

The CPSO is a large, multi-faceted organization. Key findings captured during website assessment and stakeholder consultation activities were integral to ensuring that updates to the Public Registry were aimed at providing solutions to real-world problems. Arming internal stakeholders with knowledge and user insights, allowed the CPSO to make confident decisions that serve both their members and the general public.

MitreBox UXD continues to be engaged with the implementation of improvements, and the CPSO is well positioned to accomplish their vision of providing transparency via engaging, intuitive, and usable experiences for the citizens of Ontario.

Services Provided

MitreBox UXD worked closely with the CPSO’s digital, marketing, and legal teams to provide the following services:

Vision & Objectives Workshop
Persona Development
Stakeholder Consultation
Competitive Analysis
Information Architecture
Wireframes & Prototypes
Usability Testing