HEALTH SYSTEMS


Scope

Explore, research, and prototype features and tools to increase patient engagement with their hospitals, their medical team,
and their own health, with a particular focus on patients with ongoing treatment. The following is a module from the
larger scope of delivering a comprehensive telehealth/virtual care solution that enables clients to consolidate existing
telehealth projects and extend into new areas.


Goal

To deliver a mobile application prototype that will be used to gather B2B client's feedback.


My Role

User Research, Stakeholder Interview, Contextual Enquiry;
Information Architecture, Content Strategy, Competitive Analysis, Wireframing, Prototyping;
Evangelize UX and collaborate with Stakeholders, Designers, Developers, Product managers, and UX managers.


Challenges

Understanding Health Systems workflow and the underlying architectural complexities of the EMR.
Workflow integration: physicians and schedulers use existing systems as much as possible, and
the need for Health Systems to embed seamlessly to drive telehealth-specific functions.

To comply with the NDA, I have omitted and obfuscated confidential information in this project.

Research

User Research techniques

Contextual Enquiry, Interviews.

We initially created an abstract grouping based on the project scope to discover the main areas of focus from patient’s perspective.




Storming the Brain

A technique I used to brainstorm content ideas was inspired by works of UX expert Catriona Shedd.
It involves a five-step approach to generate ideas and solve problems.

1. Define Goals & State the Problem
2. Stimulate Creativity
3. Ideate Individually
4. Share, Expand, and Critique
5. Categorize and Synthesize

We looked through airline apps like Delta, Virgin, and American Airlines which provided great customer
check-in feature and tried to synthesize the check-in flow of a passenger boarding a flight and transposed that as
checking into your healthcare consulation. For features like timeline view, we drew inspiration from apps like Path and Tripit.



After hours of discussion and multiple iterations, we categorized our assumptions and ideas into sets of feature groups.



Information Architecture by CARD SORTING

Card sorting is a well-established research technique for discovering how people understand and categorize information.
It helps to sort results to group and label your website information in a way that makes the most sense to your audience.

We used Optimal Workshop to conduct the online card sort along with a physical in-house card sort
exercise with 15 participants and 30 cards.





Competitive analysis



I compared the existing version 'See a doctor online' user flow with top telehealth apps in the market.
Flow states were colored coded to find commonalities and patterns which helped us to gain a deeper
understanding of competitors process flow.







Personas

Personas help to focus product decisions by adding a layer of real-world consideration to the conversation.
They act almost like another person in the room when making vital product decisions. The primary users of
the app were medical patients seeking to manage their healthcare needs from a single point of contact.
These personas were provided by Pointclear solutions.

Discovery

What we thought versus what we got

Analyzing card sorting results

We combined the data from results of both online and physical card sorting.
We analyzed qualitative information based on user comments we noted during the physical sorting session.
Quantitative data was put together in meaningful forms by Optimal Workshop.




Similarity Matrix

The similarity matrix shows the percentage of participants who agree with each card pairing. You can view the number of times a pair of cards were grouped together by hovering your mouse over the pair's score cell in the matrix. The algorithm attempts to cluster similar cards along the right edge of the matrix.

Example: Card 28. View my medical history and card 5. Track my health were grouped together by 87% of the total participants. The greater the percentage, the higher probability of users looking for these items at the same location.



Hierarchical site structure

Based on the analysis we concluded that a combination of hierarchical architecture
pattern along with Hub and Spoke model would be an ideal solution.

Prototypes

Prototyping was the most efficient way to gain meaningful feedback from the team,
consensus from stakeholders, and approval from senior leadership.


Low fidelity Paper prototypes

I personally prefer starting off with paper prototypes. The freedom of using pencil and paper facilitates experimentation
and new ideas more than any software, which is limited by their features and the designer’s familiarity.
After the whiteboarding sessions, we used pen and paper to create multiple versions of rough sketches.



Wireframes

Wireframing is one of those parts of the UX process that should not be skipped,
just as you wouldn’t build a house without a blueprint, or live in it without decoration.
We made a lot of design changes at this stage based on comments and feedback received.
We used Lucidchart for creating the wireframes as it was easy to create and share it with the team.





Hi-Fidelity Prototypes

We created high fidelity prototypes using Sketch and exported it to Invision. It gives a better taste
of what the final UI elements will look like. It also makes it easier to communicate the desired functionality
with developers. Also, they give the client a good idea of the final designs, early in the SDLC.



iOS hi-fi mockups designed using Sketch

Reflection


What I learned

Designing for Healthcare requires a lot of consideration and patience.
Make sure you have every minute/detail of your research studies planned out;
if you happen to make a mistake, rerunning the study could be expensive,
time-consuming or even impossible at times. When presenting results to a
stakeholder, make sure you avoid diving deep into details and provide them
with a high-level overview only.