INS Health App
Problem
A medical company needed a new modern app to help their patients receive care regularly, or semi-regularly. They wanted to simplify the process of making appointments, paying bills, and viewing information in a streamlined way. The real company name will be hidden with a pseudonym: “INS Health”.
Solution
A secure, mobile healthcare app that is meant to help patients find a doctor near them, no matter where they are. Users can search by current location or address. This app will help patients search for a specific doctor by name or specialty, as well as grant the ability to chat with their doctors, pay their bills online, and receive updates and written feedback after their appointments.
User Research
Competitive Research - First, competitor apps had to be identified. These were mostly web oriented. These are typically referred to as portals, where patients can check their personal data. Compiling the general reviews of the competitors’ products gave a deeper insight on the functionality of each app. From customer reviews, many desirable qualities were found that could be used within this new app. Competitors’ mistakes were identified, so the solutions could be remedied. Then, sites that were not direct competitors, but had similar UI features as the solution, were reviewed. These features included communication via messaging, billing, account management, and booking.
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Task Analysis - To hit every goal, task analysis needed to be conducted. Eventually, this turned into a user flow, which can be seen on slides farther into this document.
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Surveys - First, the client’s analytics team was able to supply general information about their current app. This includes how many users there are, what the most common age group is, and so on. With a sample size identified, specific questions were formulated to send to users over email. For a population size of 1200 users, 4500 surveys were sent out, and there were just over 700 responses recorded.
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Interviews - Six long-time users were interviewed about their experience with the app. They were asked which feature they use the most and what they would like to see improved.
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Focus Group - A focus group of six was chosen to discuss the issues that they found with these types of apps. Similar questions were asked in the focus group as were asked in the surveys and interviews.
Research Conclusion
The previous app was clearly outdated and awkward to use. Some negative aspects of the preceding app that were pointed out and needed to be fixed are:
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There were multiple login pages: one for the app and one for the portal. The user could only see sensitive information in the portal, because the security of the app wasn’t up to par. The portal just turned the mobile app into a browser for the portal.
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The account on the app wasn’t connected to appointment scheduling or the portal, which made personalization of the app useless.
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There wasn’t a way to confirm an appointment or chat with a doctor in the app. This had to be done strictly through the user’s email.
Some positives:
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Patients liked that they didn’t have to call into the office to schedule an appointment.
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Patients found it useful that they could see the doctor’s credentials before making an appointment.
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All other key points were similar. They focused on communication with the doctors and access to information.
User Flow
The clinical trial user flow is outlined to visualize the users journey, uncover bottlenecks, and provide insight into how people move through the experience.
Low and High Fidelity Wireframes
Wireframing began to bring the designs to life and provided a basis for feedback, iteration, and development.
Conclusion
This updated app fixed the issues that had been plaguing the app in the past. This current app has an updated profile page, which shortens the appointment contact form. Before the update, patients would only receive an email as an appointment confirmation. Now, the user can view the status of their requested appointment via the notifications tab or by visiting the information page. Paying bills online is as easy as shopping on the most common online stores, and rescheduling or cancelling an appointment has never been more simple. Users can view a doctor’s notes from their previous visits, use the instant messenger to have questions answered, and connect with the doctors on a personal level.