uMED
uMED is an uber-like medical consult app that aims to connect users who are in need of imminent or future medical services to the specific medical providers of their need.
My Role:
UX & Visual Design
Timeline:
6 weeks
Overview
uMED is an uber-like medical consult app that aims to connect users who are in need of imminent or future medical services to the specific medical providers of their need. uMED will serve as the middle man between disappointed individuals trips’ to an urgent care or the emergency room by consulting the medical provider that fits their needs first.
Customer Insights & Ideation
I partnered with a medical colleague/coworker and asked other medical professionals to uncover insights and translate concepts into features that address customer behaviors and motivations.
Experience Strategy & Vision
After a brainstorm and strategizing session, I decided as a product to identify key goals:
I want users to be able to easily and comfortably identify themselves.
I want users to take actions such as listing their symptoms with the options given or free expression as more people are comfortable with that style.
I want users to understand to be able to connect seamlessly with medical practitioners of their choice whether near or far.
As a starting point, I did some market research on other medical health consult apps and websites to investigate the current offerings in the market and take inspiration from particular features that we liked about each site/app. I then conducted a 15 minute sketching session to encourage innovation about what the Lo-Fi and High-Fi prototypes would look like.
Research
I conducted interviews and created empathy maps to understand the individuals/patients I’m designing for and their needs. A primary user group identified through research were individuals who have faced great difficulty in getting appointments to see their PCP or specialty doctor for the past 3-6 months.
Interviews
I discovered that most users wanted a seamless sign-up and access process. We created an interview that harped on the experiences that users dealt with when signing up to see doctors whether it be in person, online or via phone. With my prior experience, it was easy to point out the areas of frustration for users. To confirm user frustration, we set up a small unmoderated surgery that the interviewees filled out for us. After interviewing 10 users/patients who completed the survey, we discovered that users wanted a help option especially those who were technology challenged, wanted the opportunity to utilize their own medical insurance and the option to save their payment for future use. Now as a group we had a better understanding of the tasks that we wanted to make easier for our users.
This user group confirmed initial assumptions about uMED users and their reservations about the app but research also revealed that better navigation and a simpler interface and process is what users wanted. Most individuals in the research are in need of help and desire a simple process to gaining access to a medical practitioner.
User Journey Map
I mapped out the goals in terms of what narrative and tasks the users/patients will be undertaking while accomplishing each goal that we set for our app. A user story map is an innovative way to start giving shape to the idea that we have in mind without actually starting to design screens. It also is pivotal for the team to end up on the same page when starting to wireframe and design. The top 3 goals, we decided were our top priority was to allow individuals to identify themselves easily, put their symptoms and allow for freehand expression and be able to provide an array of options for medical practitioner access. All 3 of these goals while delivery a seamless and easy process to follow as many future users might be elderly users for example. From there we came up with the narratives that were involved in the three goals, and underneath the narratives we had the tasks that needed to be accomplished during the flow.
User Research Findings
I conducted customer and market research to drive our planning phase. These are the key insights that defined the launch version of the product:
Design Execution & Validation
My process involved sketching and white‐boarding concepts then translating them directly into lo-fidelity and hi‐fidelity designs. I designed on Figma with utilizing frames catered to the iOS systems. I executed journeys, wireframes, prototypes and design specs.
Accountability Considerations
Designs were made with WebAIM. WCAG standards were strictly adhered to for colour contrast.
Provided access to users who are visually impaired through adding alt text to images for screen readers.
Alternative options were provided for gestures, like; clicking outside and overlay to close it. Used icons to help make navigation easier.
Reflection
Throughout this project, I observed how bias‐for‐action mutated into a bias‐for‐delivery. I disproportionately focused on measuring outputs, rather than learning and measuring outcomes. This inevitably led to a lot of waste, short‐sightedness and distraction for myself, honestly. Above all, there’s still room for improvement.
I let the question “how quickly can I build it?” define the it, more than I let our clients'/patients define it. I let the phrase “let’s just get something out there” define quality, more than we l allowed our clients/patients define quality.
I value simplicity, focus and utility. I aspire to make people happy by designing experiences that just get out of the way. Craftsmanship and carefully thought out details are important to me. I truly value Health and care about helping people find health/life solutions sooner than later.
If there was more time available…
More research, as it‘s a complex and extensive topic with many factors (for example, technical and social challenges) and various stakeholders
Conduct another round of usability studies to validate whether the pain points users experienced have been effectively addressed.
Conduct more user research to determine new areas of need.
Add more features and flexibility backed by research.