Usability Research Proposal

Breaking Language Barriers

Enhancing the Phone Experience for non-native English-speaking international students at The New School's One Stop Student Service Center

20% of international students avoid or stop seeking medical care due to confusion they face with health insurance systems. Our research aims to identify and address these critical barriers.

3,750+
International Students
From over 100 countries, representing approximately 33% of the student population
57%
Communication Gap
Of international students are confused about health insurance and systems in the US
100+
Countries
With diverse linguistic backgrounds including Mandarin, Hindi, and Korean
20%
Avoid Healthcare
Of international students will avoid or stop medical care due to confusion
International students navigating healthcare systems
Project Type Multi-Method Usability Evaluation
Focus Area Student Health Insurance Plan
Team
Naeema Mohammed Sageer Yuanyuan Li Zoe R. M. Tan
Methods
User Observation Survey Research GOMS Analysis
Sample Size
20 International Students

The Challenge

International students at The New School face unique challenges when navigating healthcare services, especially through phone interactions with the One Stop Student Service Center. With diverse linguistic backgrounds and cultural expectations, these students encounter significant barriers that can impact their access to essential health services.

01

Language Barriers

Students whose first language is not English often struggle with healthcare terminology and phone interactions, making it difficult to get the information they need.

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Complex Terminology Healthcare and insurance terms can be particularly challenging for non-native English speakers to understand
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Phone System Navigation Automated phone systems and voice menus can be especially difficult to navigate in a second language
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Real-Time Communication Without visual cues, phone conversations require rapid processing and response in English
02

Cultural Differences

Different cultural understandings and expectations about healthcare systems create additional challenges for international students.

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System Unfamiliarity Many international students are unfamiliar with US healthcare and insurance systems
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Different Healthcare Models Students from countries with different healthcare systems may struggle to understand insurance concepts
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Loss of Support Systems Being away from familiar support networks makes navigating healthcare services more challenging
03

Healthcare Avoidance

According to SEVIS data, 57% of international students are confused about health insurance in the US, with 20% avoiding medical care due to this confusion.

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Critical Health Risks Avoiding medical care due to communication barriers poses serious health risks
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Academic Impact Health issues can affect academic performance and overall student experience
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Preventable Problems Many of these barriers could be addressed through improved phone service design

Our Approach

We propose a comprehensive usability evaluation using multiple research methods to understand and address the challenges international students face when using phone services at the One Stop Student Service Center, particularly for health insurance inquiries.

01

User Group Selection

Our study will focus specifically on international students whose first language is not English.

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Diverse Linguistic Backgrounds Students from countries like China, India, South Korea with primary languages including Mandarin, Hindi, and Korean
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Growing Population International students make up approximately 33% of The New School's student body
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High-Need Group This population faces particular challenges with phone communication about complex health insurance topics
02

Participant Recruitment

We aim to recruit 20 international students for our study through targeted outreach.

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Diverse Representation We'll ensure a mix of undergraduate and graduate students, gender diversity, and variety in country of origin
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Digital Outreach Recruitment will use digital posters distributed through social media and email
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Incentives Participants will receive $50 gift cards to The New Store as compensation for their time
03

User Task Focus

Our study will focus on health insurance inquiries as the primary task for evaluation.

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Student Health Insurance Plan Tasks will center around navigating and understanding the Student Health Insurance Plan (SHIP)
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Representative Questions We'll use questions identified in pre-survey research as common concerns for international students
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Cultural Considerations Tasks will account for how cultural differences affect understanding of health insurance concepts
04

Privacy & Ethics

Our research prioritizes participant privacy, informed consent, and ethical considerations.

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Comprehensive Consent Participants will complete detailed consent forms available in multiple languages
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Confidentiality Protections All recordings will be secured, with identity information carefully anonymized
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Right to Withdraw Participants can withdraw at any point without consequences, with continuous communication channels available

Research Methods

We've selected a combination of three complementary research methods to capture a comprehensive understanding of international students' experiences with the One Stop Student Service Center's phone system.

User Observation

We will observe international students as they make actual phone calls to the One Stop Student Service Center about health insurance questions.

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Real-Time Interactions Observe real interactions between callers and the service center in a controlled environment
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Non-Verbal Cues Document facial expressions, hesitations, and other non-verbal reactions that may indicate confusion
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Detailed Documentation Record observations of reaction times, option selections, and any points where participants hang up or show frustration

Two-Part Survey

We will administer pre-test and post-test surveys to gather contextual information and reflections on the experience.

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Background Information Pre-test survey will collect demographic data, language background, and prior experiences
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Quantitative Metrics Post-test survey will use Likert scales to measure satisfaction, confidence, and other metrics
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Qualitative Insights Open-ended questions will gather deeper insights about cultural factors and personal experiences

GOMS Analysis

We will conduct a detailed Goals, Operators, Methods, and Selection Rules analysis to break down the phone interaction process.

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Task Decomposition Break down the entire phone interaction into discrete cognitive and motor processes
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Non-Native Analysis The task analyst will ideally be someone whose first language is not English to better identify pain points
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Systematic Process Perform the task, draft a GOMS structure, and refine based on user observation and survey findings

Research Setting

We will create a controlled environment that allows for observation while still feeling natural to participants.

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Laboratory Setup A lab-setting room with discreet cameras and recording equipment
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Optimal Timing Sessions scheduled between 1-3pm on weekdays when call center is operational
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Unobtrusive Observation Observers will be in a separate room to reduce participant anxiety

Data Analysis

We will use a combination of quantitative and qualitative analysis techniques to process our research data.

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Likert Scale Aggregation Quantitative analysis of numerical ratings to identify trends and calculate averages
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Thematic Analysis Qualitative approach to identify recurring themes in open-ended responses
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Method Integration Synthesize findings across all three methods to create a comprehensive understanding

Expected Outcomes

Our research aims to produce actionable insights to improve the phone experience for international students.

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Pain Point Identification Specific moments in the phone interaction that cause the most difficulty for non-native English speakers
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User Experience Insights Deeper understanding of emotional and cognitive aspects of the phone experience
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Implementation Recommendations Practical suggestions for improving accessibility and usability of the phone service

Anticipated Findings

Based on preliminary research and the established challenges faced by international students, we anticipate uncovering several key insights through our usability evaluation.

Expected Key Insights

Language Barriers

  • Identification of specific healthcare terms that cause the most confusion
  • Points in the automated menu system where international students typically get stuck
  • Strategies students currently use to overcome language barriers
  • How cultural differences influence interpretation of healthcare information

User Experience

  • Emotional impacts of challenging phone interactions on international students
  • Differences in experience based on English proficiency levels
  • How wait times and communication styles affect user satisfaction
  • Alternative communication channels students prefer when available

Preliminary Recommendations

While our full recommendations will be based on research findings, we've developed some initial ideas based on our understanding of the challenges international students face.

International Student Representatives

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Diverse Staffing Employ international students/staff as assistants at the One Stop Student Service Center
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Highlight Availability Promote the availability of these representatives on the website to increase confidence
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Language Support Offer assistance in multiple languages common among the international student population

Regular Feedback System

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Continuous Improvement Collect feedback from international students each semester to guide ongoing improvements
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Iterative Approach Implement changes based on feedback and evaluate their effectiveness
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User-Centered Design Keep international students involved in the improvement process

Standardized Service Process

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Staff Guidance Develop a handbook to guide staff on effectively communicating with international students
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Consistent Experience Ensure all international students receive the same high level of service
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Cultural Sensitivity Train staff on cultural differences in healthcare expectations and communication styles

Expected Impact

Our usability evaluation and resulting improvements aim to significantly enhance the experience and outcomes for international students at The New School.

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Improved Access
More international students able to successfully navigate health services
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Reduced Frustration
Lower stress and anxiety when using phone services
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Better Healthcare
Fewer students avoiding needed medical care due to communication barriers
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Inclusive Experience
A more welcoming environment for the diverse international student community
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