Role
Project Manager | UX Designer
Client
Team
InovCares
Tevin McNeil
Lydia Mathai
Barbara Bryukhanova
August 2022
Tools
Duration
Project Goals
Conduct research into user problems, identify key users' pain points and current KPI's, and propose a design solution that will enable InovCares mobile application o attract new users and promote engagements.
Scope of Work
InovCares- Patient application is a comprehensive telehealth native mobile app that delivers care at your fingertips. Empowering women, specifically Women of Color, to take control of their health and well-being. The scope of this project is to redesign the mobile experience for current users without changing the mobile architecture.
Design Process
-
Discover user problems and build empathy
-
Define Users and how they relate to the overarching business
-
Develop potential ideas for implementation
-
Deliver feasible and viable solutions to the users and business
Problem Statement » HMW
Users need a community in which they feel comfortable, welcomed, motivated and supported by others to achieve their health goals.
How Might We:
-
HMW help InovCares increase user engagement and atract new users?
-
HMW help mothers feel connected and supported by one another?
-
HMW create a trustworthy environment in which a mom and her tribe members feel comfortable sharing their health goals?
Discover
The goal of research was to understand user's problems with the current application and how it applies to the business goals in hopes to offer potential solutions
Methodology Used
-
User Interviews
-
Competitive Analysis
-
Field Study
-
Formative Usability Testing
User Interviews
We interviewed 6 women, which represented our target audience. They shared with us their pregnancy journey, postpartum experience and challenges they faced. Two major insights that I formed from the interviews I conducted were:
-
Participants admit they seek more support outside of family
-
Participants experiences issues mentally and physically in pregnancy with nobody to turn to
Mothers agreed overall that changes in their social networks were a vital part of how they handled their journeys through motherhood. This allowed our team to help cultivate a connection with how a mobile application could have helped these women along their journey.
Competitive Analysis
Based on our research, I was able to find the true competitors of INOVcares mobile experience. My analysis led our team to identify different and similar items in the features of existing competitors, identify weaknesses, strengths and opportunities, and lastly, collect information for the Design Phase.
Key Takeaways
-
Competitors with a telehealth platform focus on engagement and interactivity. From the patient side of the app, users want to feel connected to their providers and others who are in similar health situations.
-
The overall Unique Value Proposition of telehealth related companies is to bridge the connection between the patient and the doctor, without a physical facility.
-
Companies don’t necessarily focus on a specific target audience.
-
Gamification also promotes engagement with multiple apps and encourages users to come back time after time.
Understanding InovCares Community Features
Users mainly had issues with how the tribe feature functioned within the application. They understood the intention of the feature, but did not feel as though they were given the experiences they were led to believe existed within the app. We conducted a formative usability test on the current application to understand how users moved through the app using the tribe feature, alongside visual evidence of their current concerns with the feature and the app overall.
User Problems
-
Can't edit Tribe Name
-
"I can't access my members profiles"
-
There is only one tribe you can join or create.
-
Can't delete tribe after creation
"What is the meaning of the goals?"
"How do I change my goals and goal date?"
"Do I track the goals myself or does the app track it?"
Define
After our team was able to fundamentally understand the current application, and the functionality surrounding its core features. We were able to begin our assessment of the target users who would meet the goals of increasing user engagement and retention within the app.
Forming a User
Sharon... is pregnant. She just found out she is in her first trimester and just recently moved to Dallas. She wants to connect with other moms and pregnant women to get support that she is lacking, form a bond with those like her and additionally, be able to feel comfortable about her health and seeking advice about her journey. Sharon often feels overwhelmed, but for her future, she still understands the importance of being in a good mental and physical state. However, is she able to get what she needs through currently through INOVcares?
User's current & potential journey
A major contribution for our project was when I decided to create a retrospective journey map to visualize Sharon's problems if she were to use the current application. I wanted to understand where Sharon's journey was falling short in the application based on the guidelines we researched. Where can we improve Sharon's overall experience and align with InovCares business goals.
After grasping how Sharon felt during the current experience on the application, I was able to see the pain points that could be explored for a future iteration. We were able to see the problems she had with the app through her lack of engagement, and interactivity. Now, the goal is to see how we can improve her journey and enrich her experience with potential routes Sharon can take as a user.
Aligning the User and the Business
Our team was able to take the information from the journey maps and user flows created from other team members to begin aligning ideas with the user and the business. We wanted to make sure the user was happy, but in a way that did not restructure the current architecture of the application.
Business Goals
-
Increase user engagement
-
Attract new users
-
Focus on Pregnant women
-
Improve functionality
User Goals
-
Connect with other moms and women
-
Track their health journey
-
Create health goals to have a healthy journey
UX Goals
-
Provide a community of like-minded users and increase user engagement with one another, through gamification and communication.
-
Increase user retention rate through interactivity
Design Ideas
-
Messaging between users in tribe
-
Customized goals for individual users or tribe
-
Gamification rewards such as streaks and completion rate for accountability
-
Discourse with medical professionals
Design
Moving into the design phase, our team sketched out our own initial versions of how the design ideas could be implemented into the current application. I focused on iterating how the tribes discovery page would look, alongside the tribe group page that serves as the hub for community features.
Based on my designs, and team designs, we chose to feature visual elements I used alongside the general layout for tribe discovery and tribe pages. Our team then moved into combining frames from our iterations to begin forming the flow through the application. We also focused on adding additional screens to finalize a process for a user to complete. We wanted to make sure Sharon could focus on key user problems when we move into the mid-fidelity prototyping.
Mid-Fidelity Prototype
Mid-Fidelity usability testing: Round 1
When we went to test this version of the prototype, 89% of users were able to complete a task compared to having only 25% complete tasks in the original app, from our formative usability testing. Also, we reduced the the user errors, decreased our time on task by 17%, and our SUS score rose 37.9 points.
However, we found that users struggled to locate their tribes from their personal activity section, so we wanted to create two different buttons in the navigation bar on the home screen to help users go through editing their personal goals or they have the option to go directly into the health tribe sections. Additionally, users had problems with viewing each other’s activities. After finalizing on the design system in use, we were able to confidently begin the next step of our design process. Moving into our high-fidelity prototype, we made iterations based on our feedback.
Design System
Our team compiled the previous design system with the new changes made to create a final design system focused on the color guide, typography, and iconography
High-Fidelity Iterations
My role as visual designer was to implement the iterations and turn the mid-fidelity prototype to a high-fidelity prototype. Using the design system my team created, I followed the brand's consistency in design and only made visual changes when defining the purpose of the new iterations. We weren't tasked with rebranding the tribe section, but instead to improve and enrich the community experience.
High-Fidelity Testing
Taking in all of the iterations and the pain points we identified from our users we were able to take our original app and create a thorough tribe section with the features that patients wanted and would help INOVcares grow and maintain their customer base. Using the same participants from the previous test, we organized a final round of testing for the design sprint. All of the scores were able to improve across all categories within the designs we implemented. Users found the designs easier to access, more engaging, more interactive and all expressed they would happily use these features within the application.
Deliver
After cycles of testing between each version of the application, our team's design decisions were able to provide a solution to the business goals of InovCares and the problems users were facing with the app.
Final Product
-
SUS score impoved from 40 to 92.9
-
Task Completion Rate improved from 25% to 100%
-
Average Number of errors per user per task is down from 1.25 to 0.5
-
Time on task is down from 33.45sec to 22.3sec
-
Ease of uses core increased from 2.25 to 4.7 (out of 5)
What's next for the app?
We can see from the final product how Sharon could be a happy user, who likely would have continued her experience again and again with the application.
However, that does not mean that our job is done as a design team. We can still focus on curating the best mobile experience Sharon can have. Though the final product creates a solution, we can cotinue to iterate on our answer to expand into more ways we can benefit other user problems. We can potentially explore how tcommunicative features like Direct Messaging and the Q&A can be tired into InovCares social policies with admin controlling restricted permissions and InovCares overseeing all communication. Or,we could further add implementation to connect the rewards and tribe system allowing for an increased incentive for users to return to the app and remain healthy
We know INOVcares business goals also lead into the incorporation of a potential EMR system and how that could potentially play a role in tracking patient records for easy monitoring with their health professional.
Lastly, we could expand on the engagement goal by adding an educational section for women who may not feel comfortable talking or sharing health resources, but instead have an area to safely review vital information they could use for their journey.
Our research and followed design process, allowed us to explore multiple paths for users, when definining the goals of INOVcares mobile experience. The future is bright for mobile healthcare, and by empowering women to take control of their health through INOVcares, we can empower health for everyone.