“User Experiences of Spanish-Speaking Latinos with the Frontier Behavioral Health Website”

by Raquel L. Dean | Xchanges 14.1, Spring 2019

Recommendations for Future Research

The findings of this study have brought forward issues that can be addressed by further research in the field of technical communication. This study points to the importance of information design when it comes to websites, more specifically websites that offer pertinent information regarding mental health services and behavioral healthcare. When creating a website designed to guide users on the process of how to receive and access mental health services, specifically to ethnic minority users, designers must recognize that cultural backgrounds and language differences influence experiences.

What usability testing of the website design can do is shed light on potential barriers that can interfere with their diverse users’ experiences. These barriers can be directly addressed in order to provide the most satisfying experience to their targeted audience. The facilitation of usability tests would also help identify if there are significant issues with visibility and accessibility that may be contributing to the errors and difficulties users experienced during my study.

Future usability tests will help solidify the issues and major findings found in this study. More usability tests can shed light on issues not caught due to the limitations of this study, or fill gaps that were not addressed. Frontier Behavioral Health, like other mental health organizations, can greatly benefit from performing a series of usability tests on their website with representative users. Many mental health and behavioral health care organizations claim to be committed and dedicated to helping their direct, diverse communities; thereby they should invest in producing more research and tests that evaluate their websites, to ensure they are providing a satisfying, efficient, and meaningful experience to their users.