Suprises:
‍
I'd expected to see an overall trend of portal use dropoff after unsuccessful check-in attempts, but the data showed caregivers continued to attempt to use the portal while teens were quicker to abandon it.  

Despite receiving reminders days ahead of upcoming appointments, 68% of users said they attempted check-in within an hour of their appointment.
‍
Validation Plan (If This Were Real):
‍
To move from concept to confidence, I’d validate in two parallel tracks:

1. Mobile usability testing with caregivers and teens (task-based, prototype-driven). The focus is on where people hesitate, re-read, or abandon the flow.

2. Front desk and clinic ops walkthrough to follow what actually lands at the desk after portal submission, and where the handoff breaks down. Data re-entry at the front desk is a failure in the flow, not a user error.

The next sprint would be built around these drop‑offs, confusion points, and trust concerns.
‍
‍
What I'd Change About This Research:
‍
With real product access, I’d pair this work with in‑clinic observation/interviews and portal analytics. The gap between what caregivers say they do, and what they can accomplish with a restless kid next to them is real and measurable. These methods also allow the research team to validate the highest‑risk assumptions and ensure recommendations align with clinical operations and privacy requirements.