Overview
Community Wellness has been building a remote patient platform where they can easily communicate with their medical providers.
To improve patient’s engagement, our team worked very closely with doctors and coaches to find out what kind of daily activities and resources that they normally provide to patients.
My Role
Defining the common use cases to conceptualize the feature.
Collaborated with the stakeholders (medical providers, sales team, and developers) to understand the necessary medical/business requirements.
Creating low fidelity wireframes to discuss my design decisions.
The challenge
As community wellness is working very closely with different medical providers to find out how to incorporate the new feature into the platform, the scope became very big. Since the early stage, we did not have enough data that would help with visualizing the process, so I had to use any internal feedback or other resources that were available to work with.
The biggest challenge was to design a user experience that caters to two different user bases: patients and medical providers. Also, we were on a very tight timeline so the sales team could pitch the new interactive prototype to the new client.
Goal
“How can we provide a platform where patients feel more engaged and proactively participate to improve their health. ”
Conceptualize and design a goal-tracking feature that could increase user engagement to the patient platform. Make the feature very transparent to both patient and doctor so all the information is available for both users. As a business aspect, CW is trying to attract more medical providers to subscribe to the platform.
Persona
Use Case
To understand the current user and how they will be using the new feature, I interviewed the product manager, product owner, and other stakeholders who work with the customer directly.
Use Case 1
As a patient, I want to find some activities that I can do to improve my current conditions. I would like to discuss with my provider before setting things up.
Use Case 2
As a patient, I don’t know how to monitor my health on a daily basis. I want to be reminded with my activities so I know what to do.
User decisions
I created User Decision Equation. After all, when users make decisions, its never a single aspect that they consider.
With this flow, I can predict how they will behave and ultimately this equation would help to find out how to drive up the value so users feel more comfortable using this feature.
Light blue- Action / Dark blue- Advantage / White- What will cost
Light blue- Action / Dark blue- Advantage / White- What will cost
Reward system is important to motivate the users. Each goal users set up and more activities they accomplish, more points they earned. At the end, they can redeem the point to get gift card.
Instead of creating a goal from nothing, We pre-populate the goal & activities for them so they can create a goal quick and easy.
Each goal and activity addresses how this could help them and might improve their conditions. Providing users a reliable source would make them feel more secure.
User Flow
After learning more about the use cases and discussing with the team, there are two major flows for users to take in this feature.
User is setting up a goal
From the blank page, user would go through a few linear steps to create a goal. Once it’s done, it shows on their dashboard.
2. User is restoring a previous goal
To reduce a mental fatigue, this feature will allow users to duplicate any goals that was created before.
Low fi Designs
I explored different design options. The main idea was how our target user could use this feature as simple as possible without any friction. Below are the low-fidelity wireframes that have been determined as the most usable.
“Do we give user complete autonomy to create a goal”
This would be great but, later on, it would create a ton of data to store and we don’t think we have enough engineering resources to support large data
So we opted for the Pre-populated Goal Category which provides pre-populated criteria based on the medical provider’s suggestions. This flow would reduce the fatigue to create a whole new goal and it will speed things up for users.
The same pattern of pre-populated criteria is applied under Activity. This allows users to navigate the same workflow as the previous step which makes the whole flow very consistent and simple to use.
However, In terms of activity, limiting entirely based on the medical provider’s recommendation is not motivating for users. Therefore, upon the medical provider’s approval, they can create their activities.
Dashboard
Once the user completes the process, a created goal will display on the dashboard.
Again, the main goal is to create a feature as usable and simple as possible.
To reduce the friction, I added the Restore button which allows users to restore any goal that was set up previously.
Hi Fidelity Designs
After numerous iteration processes with the stakeholders and UI designers, high-fidelity designs were delivered.
The most critical features of step by step process to create a goal and restore the previous goal have been added, with a plan to conduct usability testing once the sales demo is completed.
As a team, we are very satisfied with the Wellness Goal feature because
This feature attracted a new client pipeline
It provides very simple goal-tracking system for the user and hopes to increase the engagement
The overall design is more polished and refined with the existing branding
Key Takeaway
Health compliance and business needs evolve. It’s important to keep the compliance up to date and find best solutions for future iterations!
Usability interview and testing is a must when conceptualizing a feature. It was crucial to collaborate with stakeholders to understand what our user might want & use, without actually talking to end users, we are just assuming.