MedHealth
Medhealth is a a telemedical platform that provide seamless communication and medical services between patients and healthcare providers through web and mobile applications.
CONTEXT
The COVID-19 Pandemic has highlighted more clearly than ever the fact that there is need for institutions to operate remotely, the medical healthcare space is not exempted and obviously this comes with its own set of challenges but for the sake of meeting human needs, the Medhealth team probably decided to embark on this project.
The Medhealth project is projected to offer a range of services which includes Virtual consultations, online appointment booking, emergency assistance and drug ordering, providing remote healthcare consultations and support. The platform aims to improve access to healthcare services, streamline medical consultations, and enhance overall patient experience.
RESEARCH
For this product, I was a Senior Product designer and I worked in a vast team who are scattered acoss multiple timezones. I was involved in almost all the product design sessions but majored more on UX workflows to visual designs collaborating with other team members to achieve success.
At medhealth, we followed a series of processes which Includes;
- Defining the business need
- Conducting research to gain insight
- Analysing research outcomes and ideation.
- Creating information architecture and user flows
- Creating lo-fi prototypes
- Proceeding to create hi-fi prototypes
- Test
Understanding the different persona types was crucial for this project so we started by conducting a series of user interviews across our persona types with people(both young and old) and medical and health practitioners.
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User Insights
To manage the amount of data collected from the interviews, we created a database using Coda to log all the key insights. Previously we discovered that research findings get lost in confluence or wherever they are stored. Coda let us organise the insights in a format that allowed us to quickly filter and find insights/pain points/feature requests around a specific topic. This became a powerful resource and was a convenient reference for us and other stakeholders moving forward. We managed to connect our customer feedback directly to the database using Zapier to link the API, so new insights were continually being added.
Screenshot of our user feedback database in Coda
From here we needed a way to synthesise all these insights into something we could use to move forward. We ran an affinity mapping session with the entire team where we pulled out the key insights from all the interviews and grouped them into common themes. We then voted on which themes we felt were most important from a user and business perspective. This gave us a starting point for areas to focus on for our initial designs.
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The themes ranked by importance
The final set of themes used to kick off ideation
One of the things that surfaced was the need for having secured a telemedical platform. Users are concerned about their data being shared to a 3rd party... also we found out that the user's concerns resonated around ensuring the platform is secured and reliable. Based on what we learned from the research our design process took the route of of exploring different concepts that focused on answering those user questions.
We took the best ideas we got and incorporated them into paper sketches.
We created a list view of specialised doctors and pharmacist that gives users the freedom of going through the Doctors' specialisation, proficiency, experience and everyother thing we might need to know about them.. the aim of this process is To help boost user confidence and trust when using the app. Smooth onboarding user flow that gives users an overview perspective of the possibilities of the mobile application.Notice that from the sketches below, we are able to ideate a possible list/directory presentation for doctors available for consultation in such a way that users can be able to view their certification, qualifications, history and personal details... We used this method to build confidence in the heart of the users and to end skepticism and fear because the users are able to see that these are not fake.
Initial sketches
Sketches
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