Conducting a usability review and research project for leading health systems membership group

The Health Systems Global website is a membership-based society that convenes researchers, policymakers and implementers from around the world to develop the field of health systems research.
With the sixth symposia set for November 2020 in Dubai, HSG approached Quba to conduct research to evaluate the usability of both websites to review how users interact with the website and establish key insights from its current membership base.

We were looking for an agency to carry out a comprehensive review process, and after speaking to Quba they were the obvious choice. They conducted a series of exercises that provided invaluable insights, giving us a great foundation of knowledge for future development.
- Tom Baker, Marketing Director, Health Systems Global

Client Background

HSG is a global membership-based society of researchers and policymakers committed to developing the field of health systems research.
Emerging out of a growing need to focus on the health systems in low- and middle-income countries the group now cover over 100 countries around the world.

Project Discovery

We kick started the project with a discovery session to really get under the skin of the organisation. We used the outputs from the session to generate valuable insight to form the basis of our research.
Using our business model canvas framework we worked with the client to establish the different audience types for both the Global Symposia and HSG website. Building out persona profiles for HSG’s diverse membership base we were then able to start to build out process maps to chart the course of a typical process or journey a user might go through on and offline to achieve their goal, along with the role the website plays throughout in delivering that user need.

David Hampton

Government Official
“I have completed a number of research projects. I want do more and be better at publishing and profiling my research and myself as an expert on certain issues.”

Jane Mcarthy

“I have just finished my PhD. I want to get a foot on the ladder as an academic researcher. I am networking to find a mentor, develop my skills, and seek opportunities to find funding and work to secure my position in my host institution.”

What are people using the site for?

Looking for research partners
View webinars/​ attend events
Est. relationship & apply for funding
Share findings

Competitor Analysis

To understand HSG’s position within the research field we conducted competitor analysis along with in-depth design reviews of both sites to evaluate usability, accessibility compliance and design best practises.


To generate both qualitive and quantitative research we used both membership surveys and web testing platforms to gain customer insights.
The online tool Userbrain allowed us to create a testing script of tasks for users to perform on both websites, through video screen sharing we will able to analyse first hand how users interact with the website and how easy it was to conduct the tasks set.

The Results

Based on our research findings we composed a report highlighting some key areas of development for both websites. The main outputs were:

Surface key resources and organise content to show the breadth of knowledge and expertise across all fields and thematic working groups

Lift and refresh the brand across both sites as well as informing the symposium app. Design a user interface which creates a seamless experience with better cohesion

Inspire potential members, and engage existing ones. Through improved language and tone of voice as well as a more up-to-date membership subscription process

To discuss your project leave us your details and we'll be in touch.