A responsive web application enabling young adults to take control of their health—wherever they are, on any device.
Traditional healthcare is too expensive and inconvenient for young adults. They need an easy, low cost solution for accessing care and tracking their medication information, so they can stay on top of their health before issues arise.
With Digital Doctor telehealth, users can skip the trip and save time and money, by quickly booking appointments online, meeting their doctors virtually, and saving their health history in one place, accessible from any device.
Sole UX Researcher and End-to-End Product Designer
December 2020 - June 2021
Competitive Analysis (SWOT, UX Audit, Usability Heuristic Evaluation, Content Audit)
User Surveys, Interviews
User Stories, Personas, Journey Maps, Flows
Information Architecture, Site Map
Wireframes, Prototypes
Usability Testing
Figma
Adobe Photoshop
Usability Hub
Optimal Workshop
Survey Monkey
Scale by Flexiple
An iterative, user-centered approach using Design Thinking.
She’s pretty healthy, but avoids seeking medical care because she worries about the cost, and it’s a pain to find a doctor, call to make an appointment, and plan around her work schedule.
I hear preventative care is important, but who has the time? I’m healthy now, I’ll deal with that later!
Neither app is clear up front about what an appointment will cost Kelly.
I conducted a 34-participant survey and 4 user interviews to identify pain points in healthcare and telemedicine, and explore the motivations, expectations, and goals of my users.
Young adults HATE making phone calls! 100% were emphatic about this.
“It’s never business hours when I think to make an appointment, so I put it off.”
“You sit on hold FORVER. And they they just hang up on you!”
“They ask when I want to come, then say that time isn’t free. Then what is available?”
“Sometimes it’s embarrassing to make medical calls from my desk at work.”
Since users are abandoning medical appointments at Step 1, I decided to focus on the scheduling process.
My first concept was an accordion-style single page flow, modeled after one-page checkout, designed to get Kelly through the booking process as quickly as possible.
The one-page design was cluttered and overwhelming. There were too many actions to complete on one page. Breaking the process into multiple pages in my next iteration made it easier for Kelly to focus on one task at a time, and ultimately complete the entire process more quickly.
It was time to put our early prototype to the test to see if this solution would work for Kelly!
Measure how quickly users are able to schedule an appointment.
Track journey through onboarding and determine if there is hesitancy to provide personal information.
Determine if users can successfully navigate the app and return home.
The testing did not reveal any critical issues, but there were friction points that slowed users down. I created a usability test report to prioritize issues and made several updates to make the appointment booking process more efficient, including the examples below.
Users had questions about paying, so I added detailed payment info within the scheduling flow, and right on the user’s dashboard.
2 users asked if they tap a doctor to select, so I improved the fidelity and tested different options to find the best design.
2 users requested “add to calendar” on the confirmation page and skipped the medical history prompt, so I moved that to the dashboard where users can complete it later.
1 user wanted to select a date, rather than paging forward. Adding a calendar icon was an easy and impactful update!
67% of users prefer personalized information, prompts, and reminders on the dashboard, over anything generic like news articles.
This is a great opportunity to provide different ways for users to engage with the app!
100% of users were excited about the medical documents feature and talked about the various ways they would use this.
This is an important feature to explore further and make more robust, despite our initial user research indicating users weren’t very interested in this.
Knowing that the information architecture and user flows were successful, I designed several more iterations, focused on the visual design, branding, and accessibility, established design guidelines, and conducted additional usability testing, preference testing, and design reviews to validate the design.
The UI got a facelift and is looking better than ever!
