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User Research
Portfolio of Impact
Unlocking Innovation Through Inclusive User Research
From August 2024 to April 2025, the Centers for Disease Control and Prevention (CDC) partnered with Kaptivate to enhance the accessibility and usability of critical health information on CDC websites. The project aimed to better understand how various members of the general public—including parents, caregivers of older adults, data enthusiasts, and individuals with disabilities—interact with and utilize CDC online resources. Through targeted stakeholder interviews, the CDC sought actionable insights to guide website design and content delivery improvements.
Competency Model Program to Broader Human Capital Strategies
Overview
Kaptivate collaborated closely with CDC teams to design and execute a comprehensive research plan. Initial project meetings established clear goals, success metrics, communication protocols, and coordination platforms. A detailed work plan outlined all deliverables, roles, and timelines to ensure transparent project execution.
A cornerstone of the project was developing participant communications that were accessible, comprehensive, and user-friendly. All recruitment materials, including call-for-participant notices, screening surveys, and confirmation emails, were crafted in plain language and designed to comply with Section 508 accessibility standards.
Kaptivate structured the recruitment process to ensure a disparate and representative participant pool. Screening surveys assessed demographic and technological criteria, and a curated list of 13 pre-screened participants per study was developed to allow for seamless replacements as needed. Participant consent and access to necessary virtual interview technology were confirmed prior to scheduling.
Solution
Following each interview session, Kaptivate made sure that participants were promptly thanked and compensated, reinforcing the significance of their contributions to the CDC’s public health mission. Formal letters of appreciation were distributed, and gratuities were processed efficiently.
Moderator feedback was systematically collected and analyzed to refine recruitment and scheduling processes for future research efforts, reflecting a commitment to continuous improvement and participant-centered service.
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Enhanced Public Health Research Accessibility
Successfully supported the CDC from August 2024 to April 2025 by recruiting and engaging over 50 participants across diverse demographics, ensuring inclusive representation in website usability studies.
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Rigorous Participant Recruitment and Management
Developed and executed a compliant, user-friendly recruitment process that adhered to Section 508 accessibility standards, resulting in a high interview completion rate with minimal disruptions.
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Seamless Interview Coordination
Delivered real-time technical support, dynamic scheduling, and comprehensive participant communication, ensuring smooth operations for both CDC moderators and study participants.
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Continuous Improvement Commitment
Systematically collected moderator feedback after each session to refine processes, demonstrating a strong focus on iterative improvement and participant-centered service.
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Strengthened CDC’s Public Health Communication
Provided actionable insights that empowered the CDC to design more accessible, user-centered websites, ultimately improving the public’s ability to engage with critical health information.
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