top of page
Telehealth Haven
(This was a conceptual case study for the Google UX Design course. Although Telehealth Haven is a fictitious company, the research was based off of real participants.)
Project Duration:
Telehealth Haven is a virtual platform for patients and medical providers to meet at any time, from anywhere. Patients can find a variety of services and manage their health history online.
June 2022 to July 2022
My Role:
I conducted user interviews, performed a competitive audit, created the site map, mapped user journey and flow, designed paper and digital wireframes, created low and high-fidelity prototypes, conducted usability studies, and iterated upon user feedback.
Problem
The Problem:
Current virtual healthcare platforms are cluttered and difficult to navigate.
The Goal:
Design a responsive app that will make it easier for patients to be able to find the help they need by scheduling a meeting with medical providers.
Tablet and Macbook Pro Versions:
Research
The Research:
I conducted 6 user surveys that allowed me to create personas to better understand the target audience and their pain points:
I discovered that most users complained about existing platforms being very cluttered and confusing to navigate. The feedback received made it clear that users needed a platform that was intuitive and easy to use so that they can manage their health.
Pain Points:
Visual Clutter
Some healthcare platforms show too much clutter, which may deter the user from using the platform.
Navigation
Existing healthcare platforms are not intuitive and easy for users to find what they need.
Meet Kristie:
User Journey:
Competitive Audit:
I performed a competitive audit to determine the opportunities of improvement and become more confident in the designs.
Site Map
Site Map:
I wanted to create a site map that was intuitive for users to find what they are searching for.
Wireframing
Wireframing:
Voice-to-text search bar for accessibility
Common categories placed in the top half of the page for quick browsing
Filtered search option to easily find preferences
Usability Studies
Usability Study Findings:
I conducted two usability studies to explore user pain points and iterate on design solutions. Both usability studies were unmoderated with 5 participants each round and remotely via Maze.
Round 1 Findings:
1
Users wanted to see more descriptive categories
2
Users wanted to see reviews on the booking page before scheduling
Round 2 Findings:
1
Users wanted to see a more intuitive name for the Mental Health category
2
Users felt the booking button was too hard to locate on the page
Design Decisions
Design Decisions:
Before Usability Study:
After Usability Study:
Based on the insights from usability studies, I included meaningful imagery to accompany each category name. I also renamed "Mental Health" to "Therapy" to be more specific and intuitive for users.
Before Usability Study:
After Usability Study:
After feedback from the second usability study, I moved the Booking button higher on the page so that users could locate it quicker.
Final Product
Final Product:
Accessibility
Accessibility Considerations:
1
The voice-to-text search bar allows users to have another option of searching for what they need
2
The choices for the font and color palette were picked following WCAG 2.0 and are AAA compliant
3
Universally-recognized icons were used to help users navigate easier
Takeaway
Takeaway:
Impact:
What I Learned:
Most users shared that app was straightforward and easy to use.
5/5 users liked the overall experience
I learned that even though the naming of the categories and placement of buttons were intuitive for me, it wasn't necessarily intuitive for users.
​Understanding their feedback and implementing it into each iteration overall improved both the design and usability.
Next Steps:
1
Conduct research to see if all the pain points have been successfully addressed from the last usability study.
2
Implement more services available for users on the platform.
3
Allow users to schedule specific lab tests as needed.
Thank you for your time!
If you'd like to chat more about my work or get in touch, my contact information is below:
Email: ux.cindyla@gmail.com
LinkedIn: https://www.linkedin.com/in/cindy-la/
bottom of page