Patients are not regularly engaging with clinicians which causes dissatisfaction among clients and high churn rates for members.The challenge is to design a mobile first replacement for a current desktop-only web application that has seen minimal usage - highlighting a critical need for a more accessible and engaging solution. This app should integrate with an omni-channel vendor, enabling communication via SMS, chat, and email. Additionally, the app should enhance patient engagement, provide appointment reminders, and account for billable interactions.
Users
Patients of Providers
Clients - Health Systems, and Practices
Clinical staff
Research
01.Mobile Usability Testing
02.Research-Based UX Articles and Papers
Finding #1
Seniors Love Their Phones: More and more seniors are using their phones as their main way to stay in touch. Unfortunately, the old app wasn't built to be responsive, so it didn’t work well on mobile devices.
Finding #2
Low Engagement: Only 5% of users logged into the old app last year, highlighting its failure to engage users.
Finding #3
Appointment Scheduling: Easy appointment scheduling boosts patient engagement, making it a crucial feature for the new app.
For this mobile-first concept, I started with low-fidelity sketches to quickly capture key component screens and workflows.This type of quick sketching enables near-instant collaboration and feedback, replicating the feel of a whiteboarding session in a remote environment. I use tools like Concepts and Figma FigJam on the iPad to bring these sketches to life.
Looks nice, but keep iterating.
Utilizing predictive focus heat mapping enables iterative improvements in high-fidelity designs by highlighting where users naturally focus, ensuring that Chat and Scheduling options are prioritized as primary actions.
Additionally, accessibility testing of the color palette has confirmed that the text meets WCAG AAA standards, ensuring optimal readability and inclusivity.
