Users need a way to reliably connect with a medical professional because they require advice for their health care needs.
They will engage with an app that is simple, seamless to use and gives them flexibility to connect with an expert that suits their schedule. The app will give users info about who they are connecting to so they feel confident that the person is knowledgeable in their field.
Built from the ground up, all aspects of the design needed to be considered including the visuals, information and structure.
METHODOLOGY & SKILLS
User Research - Surveys & Interviews
Mental Models & Flows
Wireframes & Protoyping
Sketch, Photoshop, InVision, UsablityHub, Optimal Sort
Understanding: The Competition
4.7 Play store / 4.8 App store
"The right care when you need it most"
4.6 Play store / 4.8 App store
“Babylon's mission is to put an accessible and affordable health service in the hands of every person on earth.”
Understanding: The User
Identifying who the relevant customers are and prioritizing their goals, needs and motivations. This guides to design with a users-first mindset rather than feature-first.
Research through surveying and interviews provide data to understand who the primary users are and what their needs are.
Using research info, personas and stories are built to guide the design process.
Users expect to be able to sign up easily, book an appointment within a few screens and have a consult at a specified time. They want to know where they are in the process and be able to input/select their preferred payment type. Before designing, I mapped a hypothetical experience.
If it were magic, how would it work?
Bringing together ideas design for the user. Keeping true to Jakob's law, using familiar and recognizable patterns to define potential solutions.
Considerations of future when designing:
Categorizing the feedback from 6 testers into two charts; 1-show overall comments, 2-specific to features. This information is used to validate, improve the design & prioritize focus.
0 = I don't agree that this is a usability problem at all
1 = Cosmetic problem only: need not be fixed unless extra time is available on project
2 = Minor usability problem: fixing this should be given low priority
3 = Major usability problem: important to fix and should be given high priority
4 = Usability catastrophe: imperative to fix before product can be released
Search for booking - The original idea was that users can search a symptom or concern and the results would guide them to booking the appropriate type of clinician.
Testers, however, were very confused by using search to start a new booking. New proposal is to provide a drop down menu with common issues, and an Other option.
Joining the appointment - Testers were unaware that Upcoming was not just notifications, but buttons as well. Language was added as well as navigational arrow.
Information about what appointment is about was added.
Calendar - Some testers wanted to book new appointments from the calendar: section has been added.
More information was added to individual cards instead of having to open. Cards can collapse as well.
A search/filter function was added.
Favorites is now Your Favorites
Explanations on the clinicians in the search area
Upcoming clarifies what type of consult
"Join Now" wording has been added
Language that clarifies user is rating session with doctor, not how well app performed (eg. video quality)
Card Payments: Edit has been changed to Update
At the current stage of Apollo Health, MVP, it is best to keep visual content simple, familiar to the user and focused on content/information with the use of Apple's Human Interface Guidelines. This will future-proof further development of the app.
The blue and white theme was chosen as it is a common color scheme for healthcare environments. It promotes a clean and calm feel, while reinforcing the sense of trust (1). A survey was run to find the shades of blue most associated with the feelings of healthcare and healing.
Buttons & Fields
Type Size - SF Pro
Iconography - SF Symbols
Elements will easily expand depending how the user is viewing the app. The phone version needs to keep information compact to fit on the smaller screen and not to visually overwhelm the user. The focus is always on their appointments.
The computer and tablet version will allow for larger cards that can be expanded to show/hide additional appointment information. More imagery can be incorporated into the dashboard for a more visually varied experience. The additional columns allow for a user to view individual sections more easily.
(The booking feature is shown on the tablet/computer fully,
but content would load as needed for a simpler experience.)
Designing for Accessibility
All people need equal access to health care and it is important that we design for those users as well.
A high-contrast version of the app would allow for easier use for someone that is visually impaired.
The additional borders would help show which elements are cards and clickable.
Text has been enlarged with greater spacing and made black for greater contrast.
#0029FF is suggested as a safe color with a 7.61 (AAA) ratio to the background.
Forms get additional labels, as well as example placeholder text.
*Apollo Health is an example project and is not affiliated or connected with any product
Jack Kuzniar © 2021