UX DESIGN
Olive
A concept healthcare app that organizes healthcare related accounts on one platform.
Role: UX Designer
Time: 12 Weeks
Background
The Problem
When required to use multiple apps to access and keep track of healthcare information, it becomes complicated for the user to keep track of schedules, costs of visits, insurance claims, and communications with providers.
The target audience for this product is any user who subscribes to an insurance plan with separate providers for vision and dental. The user will require all of their medical information on one platform.
The Solution
A possible solution to this problem will be to create an app so that users can integrate their insurance information, medical provider, dental, and vision care. The app will allow users to manage their healthcare accounts and medical information in one platform.
Discover
Define
Test
Discover
Why does the problem exist?
Users have multiple accounts for their insurance policies. Due to the fact that dentistry is not considered a medical practice, it is not included under healthcare coverage. This requires dental and vision care to fall under separate coverage for users. In the United States and even in other countries that offer universal healthcare, dental and vision are considered aesthetic and not healthcare related.
User Interviews
I interviewed 10 participants, between the ages of 25 and 70, that are enrolled in centralized and private health insurance plans.
Question Topics
Challenges when using current healthcare platforms
Most used tools when accessing healthcare information
Preferred method of communication
Which healthcare features are most important to them
Pain Points
“There are too many steps to schedule appointments.”
“I have to manage accounts for other people.”
“It’s not easy to find my claims information.”
“I usually have to call my insurance for information.”
Who is the user?
Define
User Flows
Objective:
Abby recently had tests taken at her last visit to her medical provider. They informed her that the results will be available in their healthcare application and she will get a notification when they are ready.
Entry Point: Launch of application
Success Criteria: Reviewing test results
Objective:
Joe has just enrolled in a new insurance plan through his employer. He needs to link his insurance information within his healthcare application to be able to view what visits will be covered.
Entry Point: Launch of application
Success Criteria: Adding insurance information to account
App Requirements
Allowing the user to schedule appointments with a medical professional within their network.
Enabling users to correspond with their insurance company and access their medical information when necessary.
Creating the app to be intuitive for users of all ages and have settings to accommodate their needs.
Addressing the challenges in navigating through accessing healthcare through the user network.
Prototype
Messaging
It is a priority for the user to be able to communicate with their providers. The users will be able to access their messages and compose new messages.
Linking Accounts
Users will be able to link their healthcare accounts by searching and logging into current accounts they have. This would include provider accounts, HSA, FSA, and insurance companies.
Coverage Costs
Using the app will help to mitigate issues of costs per visit between insurance coverage and out-of-pocket costs. Users will be able to view the cost per visit prior to scheduling an appointment.
Test
Test details
The tests were moderated in person. I chose to do this because I wanted to observe non-verbal cues of the participants when interacting with the prototype. I was able to take note of visible frustrations and body language.
I tested 5 participants. The demographics were consistent of those in the initial interviews.
Issue 1
Linking an Account (high)
Problem:
When asked to navigate to their Account page to move forward with linking an account, the users were not able to find the feature on the dashboard of where to find their Account settings. All 5 participants were challenged with this issue.
Solution:
To resolve this issue, I will add text on the dashboard and include where to locate Accounts in the onboarding process.
Issue 2
Coverage Costs (high)
Problem:
When asked to link a healthcare account, the users would navigate to their Coverage page from their dashboard. Out of the 5 participants, 4 made this initial error.
Solution:
An option will be added to the Coverage page to “Link an Account” as well as in the Account settings. Depending on the user, the option to link a healthcare account would fall under the coverage category or as an account settings feature.
Issue 3
Sending a Message (medium)
Problem:
When asked to send a message to a provider, the users were confused as to where to enter their message. Out of the five participants, two of the users clicked the send button before tapping the empty text field to enter a message.
Solution:
To resolve this issue I will add a placeholder text to help users identify the field in which to enter message text.
Takeaways
The participants' feedback was constructive and consistent with their behaviors while navigating through the prototype. The user interface has been updated to reflect how it will be intuitively used by users. Based on where users naturally look for what they need, I made it possible for them to access the same tools in the same amount of steps. Furthermore, I would like to perform a usability test with a new set of participants to see if the same errors are made and get feedback on the improvements.