is an application that gives confidence to physicians and patients to provide and receive care in a safe environment and comfortable and stress-free setting. the App includes Video call Messenger to communicate effectively and safely.
Role:
UX Researcher User Testing,
and UX and UI Design
Timeline and Duration :
March 16,2021- April1,2021
Tools:
Figma, Micro, &
Quick Movie
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Health Library Provide outreach to Doctors and Patients. It offers flexibility in platforms that can be used for video consultation, or non-video options, when possible.
Introduction
Telehealth changes the way that health care is delivered during the pandemic and in the future. It is needed to reduce staff exposure to ill persons, preserve personal protective equipment (PPE), and minimize the impact of patient surges on facilities. Healthcare systems have had to adjust the way they triage, evaluate, and care for patients using methods that do not rely on in-person services. Telehealth services help provide necessary care to patients while minimizing the transmission risk of SARS-CoV-2, the virus that causes COVID-19, to healthcare personnel (HCP) and patients. [1]
Goals
To figure out what specific features that can make
communication faster and easier for doctors and
patients to communicate
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Learn what is effective for doctors to assist a patient.
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What tools would be useful for a doctor to practice?
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Are doctors actually able to meet patient needs?
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What can we learn from the steps a patient takes to book an appointment?
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Are there any parts of the app that doctors are finding difficult?
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Time on task: what process does it takes for a user to actually book an appointment?
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User error task ; how often doctor get stuck to successfully do a video call?
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System usability scale: a questionnaire to evaluate doctors feedback?
I started my research with the problem i wanted to solve which is to build an app that had improve video and messenger ​, I felt that these features are more important to Telehealth for an effective communication .
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From my research there are plenty of Telehealth App but i wanted to narrow it down to the ones that are in the United State . The competitors i found to my knowledge that had similar features to Health Library had either a video or no messenger or a messenger with no photo features and some only specialize in certain area of practice. i wanted Health Library to cater to all practitioners.
EMPATHIZE
RESEARCH COMPONENTS
User Research
Affinity Map
Personas
Problem Statements
User Journey Maps
StoryBoard
Research Summary
For my research, I conducted two interviews first Via video with a licensed family doctor. During my interview, I'd observe her body language and her constraints and concern and listen to the suggestions she had about using the interface and the system she uses at home and work.
In the second interview, I did a google survey I asked board questions I found that the survey technique is better short without getting participants bored. In total 12 participants were interviewed. please click to see the diagram from the second survey
Affinity Map
Personas
Michelle
Dumont
Goals
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To learn about the interface ​
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Using interface more to make notes of patients record
"I have been in my practice for 10 years and I find the interface ideal for Patients to book appointments"
Frustration
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Wishing that the interface have a messenger and video call​
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Having training to use Ai system at work and home
Michelle live tone fost Side Manhattan and works
40 week, as a private family doctor she works hybrid
Pempenly and have 29 patience a day,
she loves the idea of having a work-life balance
Daisy
Lee
"I am a new nurse and learning how
to use the interface at work"
Goals
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Being more
comfortable with
interface at work​ -
Learning, what
tools that can make
task easier using
interface
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Frustration
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Wishing she can be able to
navigate interface at home -
unable to properly
document new patients, meds
and etc. -
frustrated because her head
a nurse trained her only once.
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Daisy works 12 hr 3 days out of the week at a public hospital. Most of her tasks require patients and nurses. she just started her role 2 weeks ago and never got proper training using her new interface, which is causing constraints with other nurses as she is slowing down workflow
Problem
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Situations in which in-person visits are more appropriate due to urgency, underlying health conditions, or inability to perform an adequate physical exam
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Limited access to technological devices (e.g., smartphone, tablet, computer) needed for a Telehealth visit or connectivity issues [2]
User Flow
To understand the ideal experience of the user, I mapped the flow of the key screens of the application.
Key Features:
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Sign In: for information privacy
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Questionnaire: to acquire key health information and find the best match
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Recommendation system: to automatically connect with medical professionals with the right specialty
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Post call summary: to help users understand the next steps
Story Board
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To better understand how I will build my app I wanted to visualize how someone will use it when in a situation or in an issue where they will need to be in contact with a doctor.
Big Picture
Up Close
IDEATE
RESEARCH COMPONENTS
Competitive Audit
Value Proposition
Crazy8
Competitive Audit
From my research, there are plenty of Telehealth apps but I wanted to narrow it down to the ones that are focused on feature benefits and navigation. The competitors I found to my knowledge that had similar features to Health Library had either a video or no messenger or a messenger with no photo and Others only specialize in a certain area of practice.
Strength
Strength
Weakness
Weakness
+Scheduling TeleHealth ,Billing, Client Messenger ,
client eduction ,charting , and health chart
+ Very easy to navigate
+ Familiar way to navigate (e.g., swipe)
- Difficult to navigate
- Unfamiliar way to navigate
+Integrated video solution, calendar, billing, communication notes,HIPP compliant ,automated billing goal tracking and sheets
-It an app that caters to nutritionist
+ This software is fairly robust for the price and offers a lot with a good amount of pricing tiers. Clients enjoyed the app and it was fairly well laid out despite some occurrences of unnecessary clicks to get to a destination.
- There is no option to do recurrent scheduling or weekly scheduling automatically. This is huge.
Doctors Reviews
+ The ability to do everything I need to run a successful business in one platform is AMAZING. I was scared to start my own private practice because I didn't know how I was going to be able to do billing, paperwork, and organize myself, and set myself apart from other RDs
- The app is a little buggy sometimes, it quits and can be hard to respond in at times. The messages piece can be very slow.
Doctors Reviews
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I really had a hard time trying to figure out what to search for at first I did not know​ what online doctor appointments were called, I had prior to using one during the height of the pandemic. My first initial thought was that it was neat, extremely accessible, and beneficial.
1. To find similar assimilation I had to look up the app that I'd used which is Doctor Lib a popular Telehealth app in France.
2. I found most of the competitors and their websites had a lot of information on each app and doctor's reviews which help to see where the apps were having problem areas, which I found beneficial since I am not a doctor with limited access.
3. I went to the app store to read reviews and to see ratings for each competitor.
Challenges
Crazy 8
While doing this I was still unclear exactly how my interface will look but from my survey and advice, I got from doctors I came up with my crazy 8 catering to what they felt will be beneficial for them.
1. Doctor Profile with information for the doctor.
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2. Client Medical ID
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3. Patient list and patient
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4. Calendar and appointment
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5. Patient medical history
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6. Lab report
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7. List of current medication
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8. Patient list of medical appointment
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PROTOTYPE & TEST
RESEARCH COMPONENTS
Low Fidelity
Mid Fidelity
High Fidelity
Wire Frame
High Fidelity User Test
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Low Fidelity
Mid-Fidelity Prototype
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I created a low-fidelity prototype using these wireframes and was able to have some users test it out. After receiving feedback and implementing some changes to the wireframes, I moved on to the design phase.
Interactive and Animation
The goal was to see the motion of the app and it was exciting to add some functionality.
Iteration In Low Fidelity Critic
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Found the widget too overcrowding.
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Stretch out the image in the profile image, advice standard circle is more appealing.
Revised Mockups
Revised Mockups as per users Accessibly I added a help icon.
From observation and advice i had the calendar.
Wireframe
High Fidelity
Wireframe
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Low Fidelity
Wireframe
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User Testing
Before creating the high fidelity prototype for the application, I conducted an unmoderated remote usability study using Maze to reveal usability issues. I had 10 participants in the usability study, 2 medical students, and 8 medical professionals.
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2.
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Understand if the user can easily connect with professionals
Understand if the user can easily connect with professionals
3.
3.
Understand if the user can easily access medical information
Understand if the user can easily access medical information
1.
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Understand if the purpose of the application is clear and understood by users
Understand if the purpose of the application is clear and understood by users
Watch video
As I became more experience I continued to educate myself and learn the functionality of animations. Without taking away from the original design I changed my toolbar and added a cohesive icon that compliments each other, I'd also added a hover. updated: 1/2022
Conducting Moderated Usability Study
The sensitive and highly regulated nature of creating solutions in the healthcare industry puts high importance on connecting with key stakeholders and experts. Follow-up usability studies should be conducted live so that clarifying conversations can be asked and answered.
Design Sprint
Working alone in the design helped challenge me to know my strengths and to see which aspect of UX I like the most. Insights from peers based on different perspectives help to create solutions that are innovative, and transformative.
Completing The Design
The app currently lacks the overall navigation system. Therefore an immediate next step would be to understand the different elements needed for seamless in-app navigation.
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