HealthTime
2024
The Problem
Too often. our user calls are unanswered, or playing phone tag with the doctor's office, or left on hold for long periods. The team set out to create an app that would minimize the frustrations and make scheduling doctor's appointment simple and convenient.
Our Tools: Figma, Google Drive, Google Forms, FreePix, Otter AI, ChatGPT.
Our Deliverables:
An interview plan to make sure the team understood the problem
Analyzing current solutions (competitors analysis)
Asking our users their distress
Analyzing their distress (affinity diagram and empathy map)
Designing the Solution (Prototype)
Trying the solution to see (Usability test)
Fixing our mistakes (Iteration)
Learning from our mistakes
The Research
We conducted a semi-structured interview of 8 potential users lasting between 30-45 minutes. The goal was to find our users current pain point and hesitations which were many. We heard our users saying things like “It takes forever to book appointments over the phone,” “I hate playing phone tag with the doctor’s office,” and “I hate waiting for 15 minutes just for them to tell me they don’t have that time available.”
The resounding feedback for what they want was a simple app that provides them the autonomy to create their own schedules without frustrating hold times and technology that is easy to navigate.
Our user persona lead to customer journey map to organize our thought process and plan our prototype.
The resounding feedback for what they want was a simple app that provides them the autonomy to create their own schedules without frustrating hold times and technology that is easy to navigate.
We complied all of our interview feedback and complied that into “that one” person (user persona) we want to solve for. Jordan represented what our users were telling us and asking from us. This made the design and interaction process focused and streamlined.
The Solution
The feature prioritization matrix served as a visual reminder of what the team needs to focus on when designing the solution.
The user flow shows the teams’ initial architecture…the bones of the app. It narrowed the design process and allowed us to maintain simplicity.
Utilizing the low-fi prototype, the team finished a mid-fi and high-fi prototype with simplicity and user friendly interactions as the driving force for the design.
Selling Point:
Why invest?
HealthTime is developing a scheduling app that’s designed to streamline the process of booking doctor's appointments. Our platform offers users a comprehensive solution, allowing them to easily schedule appointments while maximizing efficiency.
The story board, based of our user scenario, shows the journey our potential user would take to find us and how we can save the day!
The Impact
Team’s usability test yielded a 100% usability but…our users wanted more clarity, especially with content, and standard practice app features.
Anonymous Usability Tester:
“Being able to sign-up with my Google or Apple ID would be easier.”
Anonymous Usability Tester #2:
“Instead of choose doctor…choose medical professional since we don’t always schedule doctor appointments in hospitals…”
Conclusions + Future
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Conclusions + Future 〰️
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The future would involve adding more complex features like hospital medical records, lab testing results, direct one-on-one communication with medical professionals through in-app messaging. These complex features will require further usability testing to ensure we continue to align with simplicity and user friendly goal that initiated this project.
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We did make an impact! Our first impact as UX designers and it was a beautiful feeling. We developed an app that made life a bit easier in a complex world. We added the features we learned users needed and iterated our design when our idea didn't quite meet expectations. The first round of usability testing revealed many holes in our solution...including basic standard practice design elements like sign-up with Google or Apple ID. We also saw the communication breakdown that imprecise words can have during content writing. This experience shaped our future projects...