UX/UI Designer
patients
first
Patients First app enhances healthcare accessibility by seamlessly connecting patients to medical services and empowering them with essential health information, simplifying the pursuit of informed healthcare decisions.
Making healthcare accessible to everyone
Role: UX Researcher, UX/UI Designer
Project Length: 5 days
Project Type: Personal
Tools: Figma, Sketch, Adobe Suite
the story
Amid the labyrinth of healthcare services, I witnessed firsthand the hurdles faced by patients seeking timely and informed medical care. Stories of missed opportunities for early diagnosis and treatment due to complex navigation systems and a lack of transparent information were all too common. This personal encounter with the healthcare system's inefficiencies sparked a resolve within me to drive change. Inspired to make a tangible difference, I envisioned an initiative that would prioritize patient needs above all—a vision that led to the creation of "Patients First."
Joining forces with a government-led initiative, I embarked on a mission as a user experience researcher and designer. My goal was clear: to dissect the intricacies of the healthcare industry's challenges and re-engineer the patient experience from the ground up. Leveraging academic rigor and real-world data, "Patients First" was not just a project; it became a personal quest to ensure that every patient could access fast, reliable healthcare and the knowledge needed to make empowered health decisions. This journey was more than a professional endeavor; it was a reflection of my commitment to transforming healthcare accessibility and patient education, making every interaction with the healthcare system a step towards better health outcomes.
the problem
Patients face significant barriers in accessing timely and informed healthcare due to systemic complexities and information opacity, highlighting the critical need for an initiative that streamlines healthcare access and empowers patients with the knowledge necessary for informed health decisions.
the outcome
I developed a mobile app that streamlines the process for users to access medical services online and discover crucial health and healthcare information. This app simplifies navigation through the healthcare landscape, ensuring users can quickly find and utilize essential medical resources and knowledge.
how might we
we enhance online healthcare accessibility, streamlining the process of locating essential medical services and specialists, to minimize patient effort and time?
the final
solution
patient profile
The Patient Profile feature within our app offers a centralized and secure hub for users to store, manage, and access their comprehensive personal health records. This includes everything from prescriptions and health records to other vital documents and personal information. Designed with privacy and convenience in mind, this feature ensures that all your healthcare data is at your fingertips, streamlining your medical journey and enabling you to take control of your health with ease and confidence.
contacts
The Contacts feature in our app allows users to effortlessly save and organize their doctors and healthcare specialists' information. With this tool, reaching out to healthcare providers is simplified, enabling direct communication whenever necessary. This not only enhances the ease of managing healthcare contacts but also ensures that users can quickly connect with their medical professionals, fostering a more efficient and responsive healthcare experience.
design process
problem discovery
In my quest to deeply understand the patient experience within the healthcare system and identify prevalent challenges, I engaged with publicly accessible sources and databases, uncovering several crucial insights:
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According to the Canadian Patient Experiences Survey, while over 60% of participants reported high satisfaction with healthcare, there remains a significant opportunity for improvement. Approximately 24% described their experiences as merely satisfactory, and 14% rated them as poor.
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Further investigation into research conducted by Medici, a company specializing in virtual healthcare, reinforced the essential role of digitalization in medical services. This study notably identified Millennials' pronounced frustration with the current lack of digital convenience in accessing healthcare services.
These findings collectively highlight the need for enhancements in the patient healthcare experience, particularly emphasizing the importance of adopting digital solutions to cater to the evolving expectations of younger generations and improve overall patient satisfaction.
A significant 82% of patients expressed the desire for accessing healthcare through their mobile devices to be as effortless as ordering food or a rideshare, highlighting a clear demand for more user-friendly digital healthcare solutions.
82%
69% of patients indicated a preference for the option of conducting virtual visits via their phones, underscoring the growing demand for accessible telehealth services.
69%
77% of patients expressed a desire for the ability to communicate with their physicians through text messages, emphasizing the need for more direct and convenient communication channels in healthcare.
77%
“It takes 9 minutes to book an appointment – 3.5 times longer than buying something online, and 6 times longer than making a restaurant reservation."
The analysis of data revealed key themes including communication, digitalization, personalization, and accessibility.
Effective communication is critical throughout the patient experience. Meanwhile, technological advancements and widespread tech access have significantly influenced user habits and expectations, emphasizing the need for healthcare services to evolve accordingly.
problem
space
statement
The digital health sector faces the challenge of realizing its foundational goal: to ensure that health services are accessible to all, regardless of location or time, highlighting a significant gap in achieving universal accessibility.
user interviews
As I transitioned to the user interview phase, I formulated a set of assumptions and a hypothesis, positing that millennials, in particular, encounter significant technological inconveniences throughout their healthcare journey.
This, I believed, hampers their ability to communicate effectively and manage their health concerns efficiently. Despite the small sample size of 5 participants, valuable insights were gathered, leading to the identification of key themes: Technology, Booking, Wait time, and Communication.
The insights gleaned from the interviews have somewhat validated my initial hypothesis and assumptions. A majority, 4 out of 5 participants, concurred that enhanced digitalization in healthcare could significantly improve their interactions with medical service providers. They particularly appreciated the effectiveness of virtual appointments and the straightforwardness of online personal data sharing.
Nonetheless, a unanimous concern was raised about the subpar user interfaces of online booking systems, which, according to the participants, detract from the advantages of digital healthcare experiences. Consequently, the focal point for improvement has been identified as the optimization of online booking platforms.
technology
Patients, especially millennials, experience frustration due to outdated or cumbersome technological interfaces within healthcare platforms. This limits their access to services and diminishes their overall healthcare experience.
booking
The process of scheduling appointments presents challenges, including a lack of available slots, complicated booking systems, and insufficient options for online scheduling.
wait time
Extended waiting periods, both for securing appointments and during visits, significantly impact patient satisfaction and contribute to anxiety and dissatisfaction with the healthcare system.
communication
There is a notable gap in effective communication between healthcare providers and patients. This includes a lack of clear, timely information about health status, treatments, and a shortfall in channels for ongoing dialogue, such as through text messages or apps.
"Although I've always preferred face-to-face consultations, my recent experiences with virtual visits proved they're just as effective. For efficiency and convenience, I'm open to using online consultations again."
"I anticipate online booking systems becoming more user-friendly. Currently, it's quicker to book an appointment by phone than to navigate online registration forms."
"Digitalization has transformed how I communicate with my doctor, allowing us to share information swiftly and effectively. The need to carry physical documents to appointments is eliminated, as all necessary information is digitally accessible."
define
user persona
Upon analyzing the results from the interviews, I progressed to the subsequent phase. Adhering to the principles of Human-Centered Design, I developed a user persona and constructed an experience map. These tools serve as a concrete reference, strategically informing my design choices across the project's entirety.
"It should be just as quick to book a health appointment online as it is to order takeout."
design
question
How might we enhance online healthcare accessibility, streamlining the process of locating essential medical services and specialists, to minimize patient effort and time?
Having the results from the research and my user persona I was able to formulate the main design question.
ideate
finding solution
The research indicated a consensus that digitalizing healthcare services would enhance personal experiences and positively affect health outcomes. With patients currently struggling due to suboptimal medical websites and apps, and facing cumbersome appointment booking processes, refining online booking emerged as a primary objective.
This inspired the creation of a mobile app designed to simplify the search for and communication with healthcare providers, aiming for a level of ease comparable to ordering food online.
user stories
Progressing with the project, I crafted a series of user stories to define how the app's features will provide value to the end-user. These stories were organized into 5 key epics, with the central one focused on streamlining the appointment booking process.
task flow
With a compiled list of potential functionalities for my digital solution, I proceeded to construct a task flow diagram. An intriguing insight from my research was the prevalent user frustration with the complexity and time consumption of online booking. This informed my approach to re-engineering the booking process, focusing on making it straightforward and effortless. The task I honed in on was optimizing the 'Book an appointment' feature.
sketches
After pinpointing the app's core functionality, I transitioned those concepts into tangible designs, beginning with paper and pen sketches before advancing to digital wireframes.
prototype
low-fidelity
On the initial day, I conducted tests on a Low-Fi prototype featuring basic functionality. The aim was to pinpoint structural issues within the app early on, thereby streamlining the development process and mitigating potential setbacks in later phases. Five participants were tasked with navigating to the main page and booking an appointment with a new doctor, to evaluate the user journey and interface intuitiveness.
doctor's schedule visibility
Participants noted the absence of a feature to check or view a doctor's availability.
doctor specialization selection
There was no option to select a doctor's specialization during the booking process, causing confusion about whom to book (e.g., Dentist, Therapist, Psychiatrist).
button size
Testers reported that some design elements, particularly buttons, were too small to interact with comfortably.
active page indicator
The navigation bar lacked indications for the currently active screen, leading to navigation confusion.
mid-fidelity
On the second day, a different set of 5 testers was tasked with executing 4 specific actions: navigate to the main page, book an appointment with a favorite doctor, schedule a new appointment with a different doctor, and cancel an appointment. This session aimed to evaluate a Mid-Fi prototype, assessing whether the problems identified during the first day's testing had been effectively addressed.
While minor challenges and complaints about certain design elements were noted, all 5 participants successfully completed the given tasks. Nevertheless, this session revealed a couple of new areas for improvement:
lack of filtering/sorting
Participants highlighted the absence of filtering and sorting options, which hindered their ability to efficiently navigate the app.
exit difficulty
The Booking Confirmation page lacked a "Done" or "Confirm" button, preventing testers from easily returning to the main screen.
iterate
usability testing and improvements
Following the completion of the high-fidelity prototype, I embarked on a comprehensive strategy to further enhance the usability and polish the design. Recognizing the paramount importance of user satisfaction, I organized supplementary testing sessions aimed at meticulously refining the app's interface and interactions.
Through iterative testing and analysis, I meticulously gathered valuable insights from users, delving deep into their feedback to pinpoint areas of improvement. Armed with this invaluable information, I diligently iterated on the design, focusing on enhancing user interactions, optimizing interface elements, and streamlining navigation pathways.
Drawing upon the rich tapestry of user feedback, I embarked on a journey of continuous refinement, diligently crafting each screen with meticulous attention to detail. By leveraging user-centered design principles and iterative testing, I sought to create a refined and polished user experience that surpassed expectations and delivered unparalleled satisfaction to every user interaction.
enhanced user interactions
I fine-tuned interactive elements and improved responsiveness to user inputs for a smoother and more intuitive experience.
streamlined navigation
I simplified navigation pathways and optimized menu structures to reduce friction and enhance efficiency in exploring the app.
enhanced visual design
I refined screen layouts and visual hierarchy to better organize information and highlight key actions for users.
addressed specific pain points
I implemented targeted fixes and incorporated user-requested features to resolve usability challenges and enhance overall satisfaction.
wrap-up
insights gained
Through this project, I gained a deeper appreciation for the complexities within the healthcare domain, particularly its integration into the digital landscape. Despite its intricacies, I see vast potential for innovation and enhancement within this space.
In the upcoming phases, I intend to further refine the app's functionality by introducing new features and refining existing ones. This iterative process will necessitate continued research and rigorous user testing, particularly involving healthcare professionals, to ensure optimal usability and effectiveness.
A key aspect of my roadmap involves seamless integration with other health-tracking applications, offering users a comprehensive platform to centralize their health data. By consolidating vital statistics and information in one accessible location, we aim to empower users with greater control and insight into their well-being.
