Project
Client Project - UX/UI Webpage Design
Timeline
6 weeks
My Role
UX/UI Designer
Tools
Figma, Miro, Procreate, Trello
Methods
Desktop research, One to One Interview, Competitor Analysis, Affinity/Empathy Mapping, Crazy 8s & Ideation, Wireframing, Prototyping, Presenting
CLIENT BRIEF
Wellvana, transforming healthcare as a promising startup
Wellvana is a start-up company, and standing by values such as simple, tailored and universal, Wellvana’s goal or vision is to improve the healthcare system over various conditions and areas.
In this project, Wellvana aims to simplify both physical and digital patient experiences, by delivering a seamless medical center experience and online booking system to access medical services. Not only focusing on creating a hassle-free booking process, we were also planning to integrate AI high tech tool for easy post-appointment follow-up.
THE CHALLENGE
Patients' access to quality care is hindered by a disjointed healthcare system.
Navigating the healthcare system can be a daunting task for patients, with numerous obstacles that can hinder access to quality care. From unhygienic and inhospitable medical centers to disorganized booking and referral processes, patients can face a myriad of challenges.
This specifically drew us to the following questions, which serve as the starting point for the project:
Why are patients facing lengthy waiting times despite pre-scheduling appointments?
Would addressing issues such as unsterile and unwelcoming medical centers result in better care in patients?
How Artificial Intelligence technology can assist in in easing post-appointment follow-up.
THE PROBLEM
Busy patients feel frustrated due to long waits for appointments, which complicates their ability to manage their illness. They desire prompt and efficient care as they have to contend with distressing symptoms.
THE SOLUTION
Digital Platform
Streamlined and Personalised Booking Process
All-in-one Patient Portal
AI Chatbot Assistance & Accessibility Menu
Physical Medical Centers
Exceptional state-of-the-art facility
Let me walk through how We came up with The Solution
PLANNING & PROJECT TIMELINE
RESEARCH METHODS
DESKTOP RESEARCH
Understanding our current healthcare system
At starting point, we conducted a desktop research to find out the most highlight top trends driving Australia health sector and patient urgent concerns of accessing medical care, especially in remote areas
30.8% of people had a telehealth consultation for their own health
Regional patients were more likely to wait for 24 hours or more to see a GP for urgent medical care than those living in major cities (49.5% compared to 35.5%)
Understanding the patient experience
Given the current state of the healthcare system, it's important to determine how satisfied patients are with medical services. By identifying their concerns and ideal improvements for medical centers, we can gain a better understanding of their needs. We started collect quantitative datas by using survey method.
SURVEY INSIGHTS
AFFINITY MAPPING & EMPATHY MAPPING
After conducting interviews and utilizing affinity mapping, we have identified key patterns and categories that Wellvana should focus on for further exploration. These categories include Expectations, Improvements, Online Services, Billing Process, Referral Process, Booking Process, Health Advice, Cancellation Process, and Follow-up Process.
Key Themes
Through 11 interviews, encompassing GP service experiences, online services, and physical GP visits, we aimed to delve deeper into the mentioned statistics. The findings revealed an intriguing perspective: patients not only expressed privacy concerns about online services but also emphasized the importance of maintaining relationships with their regular GP, leading to a preference for visiting physical medical centers.
Patients often feel frustrated and discouraged when they book appointments in advance but still have to wait even when they arrive on time due to prior appointments running late and a lack of communication about any delays, leaving them uninformed and inconvenienced.
Patient fee overwhelmed by the wait time and the stressful environment of being surrounded by sick patients. They desire a safer and more relaxing approach to waiting areas which would definitely enhance their overall physical experience.
SWOT ANALYSIS
After gathering all statistics and insights above, we want to know what opportunities that Wellvana can have to solve all the problem patients might be facing now. This was worked out by conducted both internal SWOT and external comparison with other competitors to get the optimal solution.
COMPETITOR ANALYSIS
Key Takeaways
Potential features we have considered as opportunities for Wellvana
Implementing a clean and simple design that allows patients to navigate the website easily, absorbing information without feeling overwhelmed.
Prominently placing the booking appointment feature to drive traffic effectively.
Displaying wordy reviews along with rating stars in a clear and engaging manner.
Providing a virtual map to direct users to the physical location of the medical center.
Offering an easy-to-use online appointment rescheduling and cancellation option.
Recognizing the absence of language preference among our competitors, we are committed to addressing this crucial aspect of patient care.
Being a migrant to Australia, I empathize with the challenges faced by overseas individuals accessing the healthcare system. Language barriers can impede optimal care, aligning with Wellvana's vision to personalize patient care and meet specific needs. Our inspiration extends to popular online platforms like Hot Doc and HealthEngine, renowned for their widely adopted online booking systems in Australian medical centers.
PERSONAS
Let’s meet Regular Riley
A busy professional, eagerly anticipates a streamlined booking process and reduced waiting times to be implemented promptly for enhanced convenience and efficiency.
Tech-savvy Jaded James
A health-conscious young adult, seeks automated processes and user-friendly tech tools to enhance their GP experience.
Meticulous Mary
A retired schoolteacher, desires a hassle-free GP visit experience with minimal inconvenience.
CUSTOMER JOURNEY
HOW MIGHT WE
We posed this question
How might Wellvana incorporate services that allow their patients to feel seen and satisfied?
CRAZY 8’S
During our collaborative Crazy 8's session, each team member had the opportunity to sketch their own ideas and propose potential features for Wellvana. Using a voting system, we determined the key features that would be our main focus for the wireframing stage. The session proved to be an exciting experience as we witnessed innovative ideas emerging, specifically addressing waiting issues and streamlining the booking process.
STORYBOARD
To address the requirements of both physical and online accessibility, developed two storyboards that highlight the main issues Wellvana can assist patients in resolving.
BRAINSTORMED MVP
After synthesis insights and ideation, we collaborated together to create MVP matrix where we can prioritise feasible features that were most valuable to consider and implement. We finally decided to focus on the following high value features:
USER FLOW
MOOBOARD
USER TESTING
Validate our solutions with users
Tasks
Imagine yourself as a user exploring the website and looking to book with Wellvana Medical Centre. Feel free to explore the website as much as you can!
How would you rate your experience using this medical centre website?
What trouble have you faced while using the prototype? If any, please list them down below.
What else do you think we can improve for a better user experience?
Results
Improvements based on users’ feedbacks
Users identified the absence of a close and back button on the login and sign-up pages, hindering their ability to navigate back to the previous sections.
Users expressed the desire for a "category of area of study" in the scheduling section of the homepage, as it would facilitate easier selection of doctors who specialize in specific fields, ensuring a better match for their needs. This feedback proves valuable, particularly for new patients accessing the webpage, who may be uncertain about which doctor to choose without having to navigate to different pages.
FINAL PROTOTYPE
What I have learnt
Effectively collaborated with a cross-functional team
Working on the Wellvana client project with a team of talented designers was a valuable end-to-end experience. Initially, we anticipated challenges in managing availability and maintaining consistent communication due to our group size of five. To tackle time pressure, we initially focused on individual work and later combined our solutions to arrive at the optimal design. Effective communication was a priority, and we respected the work culture by diligently planning our tasks on Trello to meet the deadlines. Ultimately, we were pleased with our design and successfully delivered a solution that met the needs of Wellvana.
Significant improvements based on valuable user testing feedbacks
During the testing feedback stage, I identified significant missing features that could greatly enhance the user experience. Constantly questioning whether patients truly needed to navigate to a separate page to complete a task, I utilized my Figma skills to effectively showcase the necessary changes while maintaining a clean design aesthetic.
Be realistic about what we are capable of and time limitation
We recognized the need to be realistic about our capabilities and the project's time constraints. While I was initially excited about designing an integrated patient portal, it created time pressure. However, by dividing tasks among the team and engaging in productive discussions, we collectively prioritized the key features the client expected. Our main objective was to showcase how patients could personalize their healthcare journey through the portal. With a focus on essential features and setting realistic goals, we aimed to deliver a valuable solution within the given time frame.
Starting with mid-fidelity wireframing to clearly identify what potential setbacks
To proactively identify potential setbacks of patient might have when making online appointment, we began the design process by creating mid-fidelity wireframes. This approach allowed us to gain clarity and assess any challenges that could arise in the later stages of the project.
Thank you for reading!
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