Expressions of interest are sought for an upcoming project conducted by Services Australia, in conjunction with the Department of Health and Aged Care.

The project will involve usability testing of new system functionality the government is considering to introduce within the Medicare Online Account accessed via myGov and the Medicare Express Plus app.

Usability testing is a popular research methodology, where a researcher (called a “facilitator” or a “moderator”) asks a participant to perform tasks, usually using one or more specific user interfaces such as website or app screens.

The new system features we will be covering as part of the user testing relate to allowing patients to view and manage a registration with a general practice and a preferred general practitioner they trust the most in relation to their health care. 

WHAT is the purpose of the project?

• The purpose of this project is to understand the user experience from the patient/Medicare user perspective. 
• Participants will walk through the registration management process via a prototype and provide their feedback on system design and improvements.
• The findings will be used to inform system improvements to support future policies by Government aimed at primary care settings.

WHO can participate?

• The project seeks participation from members of the general public who are enrolled in Medicare.
• Broadly, the project is seeking expressions of interest from people 15 years and older across Australia (including metro and regional areas), with varying levels of digital literacy (low to high).
• In addition, expressions of interest are also sought from:
• Older people (65+) with varying degrees of digital literacy (low and high).
• Aboriginal or Torres Strait Islander people who are patients in Aboriginal Community Controlled Health Services
• People with complex and/or chronic health conditions.
• People with culturally and linguistically diverse backgrounds.
• People with disabilities who are able to use online services with or without assistive technology 

WHEN will the usability testing take place?

• Individual sessions will extend for between 60 and 90 minutes. This is to be confirmed.

WHERE will the usability testing be conducted?

• The sessions will be conducted on-site in a Services Australia office or remotely via Microsoft Teams. This is to be confirmed and will depend on the location of the participant as well as other factors.

Note: The useability testing session will focus on the registration prototype and will be using test/mock-up information.  Participants will not be required to discuss personal health experiences or access their personal Medicare online service accounts.

Will there be an incentive to participate?

• Each participant will be provided with a $90 Woolworths voucher to recognise their participation in the usability session.

Next steps

• Interested participants should respond to vprteam@health.gov.au  to receive an EOI form.
• As part of the shortlisting process, Services Australia staff will then contact by phone potential participants who have completed the EOI form with more information about the project and to discuss the requirements of the user testing session.