Healthcare and Wellness App
App Design
Project Overview
A healthcare organisation, the mission is to establish a first-class health and wellness ecosystem across the Greater Bay Area, where a multidisciplinary team of medical practitioners collaborates to understand individuals' health and wellness goals, offering clear, actionable advice to help them achieve those goals. It aims to enhance its user experience to streamline operations and stand out its position in the market.
Role
UX Design Lead
Type
Healthcare
Year
2023
Design Process
Research > Persona > User Journey > Design Critique > Information Architecture > Wireframe > UX Flow > UI Design
Challenge
The current app experience was not meeting the evolving needs of users in a modern healthcare environment, as it lacked a user-friendly interface and optimal user experience.
It was unclear which features would be most competitive and valued by the market.
The budget and timeframe were limited, so not all desired features could be implemented. However, the client still wanted to offer some personalisation but was uncertain how to prioritise features given the constraints.
Guiding Question
What are the key features that could attract and engage more users? How can we discover these features through market and user research?
How can we motivate both current and potential users to adopt the app?
What approaches can ensure the app design aligns with organisational strategies and objectives?
How can we refine the ideal user journey to maximise impact, feasibility within constraints, and strategic fit?
How might we leverage the app to enhance services, deliver comprehensive care, and improve health outcomes?
Project Management
To define roles, timelines and deliverables, I met with our marketing manager. Separating market and user research was critical given time constraints. The manager handled market studies while I conducted stakeholder interviews to understand user needs. After analysing findings from secondary market research and primary stakeholder interviews, I organised a workshop with c-suites. Drawing on synthesised insights, initial wireframes reflected management's vision. Regular stand-ups every 2-3 days monitored progress and addressed issues early.
Collaboration tools including FigJam, Figma and whiteboarding supported our iterative process. This iterative approach facilitated clear communication and collaboration to define the optimal solution within constraints.
User Research
We conducted interviews with key stakeholders to gain user insights. Based on findings, personas and user journey maps were developed to uncover pain points and opportunities to enhance experiences. This helped identify areas for improvement from the perspectives of different user types as they interacted with the system.
The Solution
We conducted in-person interviews and observed key departments to understand workflows, pain points, and suggestions. Through market research and user insights, we identified 10 potential features. Workshops with executives using personas and journeys helped validate findings, incorporate their views, and prioritise features based on user impact and business strategy alignment. A second workshop delved deeper to refine ideas into an actionable product roadmap optimising the experience within constraints. This collaborative process helped clarify the strategic direction. Leading the team to win the project through our consulting service, we have successfully completed phases 1 & 2 and are now gearing up for phase 3.
Executive, Digital Experience
“Your market and user research provided valuable insights. Having insights from different perspectives could help us consider the features more thoroughly. Additionally, it is important to ensure that the features align with the business strategy.”
Manager, Digital Experience