User Test · Find an Office Block · PracticeBeat
A moderated think-aloud walkthrough of the new Find an Office block — address search, device location, the distance-sorted office list, the map, and the office detail card — run against the Cedar Grove Health demo build.
Participant Profile
Marianne recently relocated to be near her grandkids and needs a new family doctor. She does most things on her iPhone, is comfortable but not fluent — she'll type an address before she'll hunt for a clever shortcut — and she books appointments by phone, not portals. She matches the block's target user: no prior knowledge of the practice's locations, looking for a map and a phone number.
The block's core promise — "tell us where you are and we'll do the rest" — landed. Once a search ran, Marianne never questioned the ordering, and the tap targets were the right size for her thumbs.
The distance-sorted list read instantly — "oh good, it did the math for me. The top one is mine."
"Find Nearest Office" tested far better than a generic Search — she predicted exactly what would happen before pressing it.
The amber "Closest office" badge was the first thing she saw after searching — zero interpretation needed.
Tapping the phone number and getting the dialer "is the whole reason I'd use this" — the detail card's Call button earned the same reaction.
She noticed the note under the map unprompted: "it says it doesn't save my location — good, because I always wonder."
Hours collapsed behind a link kept the cards short; she opened exactly one and said the pattern was obvious.
Get Directions opening her maps app felt natural — "that's where I'd want to end up anyway."
The "Closest office to…" message under the search bar meant she never wondered whether the search had done anything.
Confirmed defects are tagged Bug and feature/direction asks are tagged Request. Everything else is UX friction or polish.
The crosshair icon was invisible as "use my location." Marianne typed her address on every task and never tried the icon until the moderator pointed at it — "I thought that was a decoration on the box." Needs a labeled control, e.g. a "Use my location" text button under the field.3:12
After declining the location permission once, there was no path back — the browser won't re-prompt, and the error copy doesn't say how to re-enable it. Wants a short "how to turn location back on" hint or link.Request4:41
She expected address suggestions to appear as she typed, "like Google does." No autocomplete made her doubt she was typing the right format.Request6:05
Her full street address returned "we couldn't find that address" in the keyless demo; she read it as her mistake. The error should suggest the working formats first (ZIP or city) rather than after the apology.6:48
No way to undo a search — once sorted, she wanted the original "all offices" view back and reached for a clear "×" in the field that isn't there. Suggest a "Show all offices" reset link next to the results message.Request8:15
The distance pill reads as a button — she tapped "0.8 mi" twice expecting the map to jump to that office. Either make it do that, or flatten it visually.9:02
"0.0 mi" (searching the office's own ZIP) read as broken — "zero miles? Is that an error?" Floor the display at "< 0.1 mi."9:44
With eight offices across four specialties, she wanted to narrow by type — "just show me family medicine." A service-type filter above the list.Request11:20
Mobile scroll trap: on the phone, the inner office list captures the page scroll — she got stuck scrolling cards when she meant to reach the map, and flicked harder instead of realizing why.Bug12:37
All eight pins are identical — after panning, she lost which pin was the selected office. The selected pin should change color or grow, matching the card highlight.14:05
On mobile the detail card covers the bottom half of the map — including, ironically, the nearest pins it's describing. Wants it docked below the map (or collapsible to a title bar) on small screens.Request15:22
Pin-to-list sync is invisible on desktop: tapping a pin highlights the matching card, but if that card is scrolled out of view nothing appears to happen — she tapped the same pin three times. Scroll the list to the selected card.Bug16:10
Closing the detail card leaves the map zoomed tight on one office with no way back to the full network view short of pinch-zooming. Re-fit the bounds on close.17:03
The fax number got a laugh — "I haven't faxed anything since 2009." For patients it's noise in the card's prime real estate; move it behind Show Hours or into a secondary row.Request18:40
Request Appointment dead-ends in the prototype — the button anchors to a section that doesn't exist, so the page just hops. Each office needs a real destination (URL or form) wired in block settings.Bug19:26
"Today: 7:30 AM – 5:30 PM" made her check her watch — she wanted the conclusion, not the range: "Open now · closes 5:30."Request20:14
On the desktop pass, Call Office appeared to do nothing (no tel: handler installed) — show the number itself as the fallback so the button is never a dead click.21:01
The 13px address lines were the one thing she leaned in for — "I'd need my glasses for the address, and the address is the point." Bump a size on mobile.22:47
Keyboard pass: tabbing walks through all eight cards (four stops each) before reaching the map or detail card. Add a skip control after the search bar.Request23:30
The placeholder "Enter your address or ZIP code" truncates to "Enter your address or ZI…" on her phone — shorten to "Address or ZIP code."24:12
The session throughline
Everything Marianne loved — the sorted list, the badge, the "it did the math for me" moment — only happens after the block knows where she is. But the fastest way to tell it (device location) is an icon she read as decoration, so she hand-typed her address on every single task, even after learning the shortcut existed. The fix is cheap: a labeled "Use my location" button beside or below the search field, plus a block setting to invite location on first interaction. Theme 01 is really one finding wearing five hats, and it gates the whole experience.