Health Navigation Platform
Simplifying multiple health services for employees with seamless and analyzed information sharing in a single dashboard.
CLIENT SELF INITIATED CASE STUDY
MY ROLE RESEARCHER +UX UI DESIGNER
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← Go back homeSimplifying multiple health services for employees with seamless and analyzed information sharing in a single dashboard.
Simplifying multiple health services for employees with seamless and analyzed information sharing in a single dashboard.
Overview
This self-initiated project is purely based on my experience in the United States. Apart from innumerable experiences, surprises, and discoveries, one was health coverage. It took me a while to understand and unwind some of the complexity in it. I can't say I am good at now but definitely, I have improved.
In this case study I studied the challenges that employees face while using an app that provides the health journey.
Problem Statement
Employee-based health coverage is unique to every organization as there are several service providers and agencies are involved. I believe the most important challenge is to identify all possible services from a vast array of agencies or organizations and bring it on seamlessly on a single platform.
Solution
Re-designed the health journey app Health navigation platform to incorporates multiple health coverage provided to the employee.
The goal is to provide seamless information sharing with an enhanced user experience on a consolidated dashboard.
Tools used
Research & Findings
The current scene in employees when navigating through health coverage
User’s access to multiple “App” for each health & medical-related service as shown here is confusing and daunting.
Fact findings in the current framework
My research phase started with a focus on various scenarios of the user and competition analysis. I intended to understand the user’s behavior, their needs, and develop empathy toward their most common frustration. In the research phase, I interviewed several users who surveyed how they feel about their current health navigation/ app. I also researched App reviews in the App Store.
Research goal
— Identify the most common frustration which lies in the user journey while using whole employee-based health insurance.
— Circle the important aspect of user behavior.
— Find out the underlying cause of the issues. For example, information lagging information by insurance companies and healthcare providers on apps.
Problem Identification
— Few companies, provide wholistic coverage in their health navigation platform. Most of the employe based benefits are external link-based which requires independent access.
— Real-time information sharing (from insurance companies) is a challenge. There are a few instances where the data update takes months to appear.
Competition analysis
Data collected through multiple interviews. I also researched the app store comment section of the competitor’s product.
The goal was to highlight the strength and weaknesses of current products in order to make more informed decisions. Competition analysis included a list of product features, user demographic, and an overview of the current product landscape.
Definition Phase
Affinity diagramming
I consider directly interacting with the user and discussing them in-depth about the experiences in a particular service. It is the best way to understand issues and problem areas. In order to do that it is important to identify the target audience. Since in my competitive analysis I found there are many service providers/developers for “health navigation services”, my goal was to interview as many as employees from various companies.
I interviewed a couple of current employees and asked them their experiences in terms of the most exciting part and most “not -so” favored scenarios. I also researched the comments, rating & review section of the App store to understand likes, dislikes, and areas of improvement.
Clustering user interviews and research-based feedback on the app store
After user research, I put my focus on categorizing or clustering the information in the form of affinity diagramming. It helped me developing in-depth scenarios knowledge of user needs. It started giving out some pattern that was pretty recognizable from the interview.
Positive feedback
— Happy Users This group of the user were satisfied and motivated with the current structure on “health navigation platform”.
— Resource availability Resources that are made available on this platform are motivating. Some of them find them quite a good read and also mentioned how these blogs are helping them to keep motivated and positively improving their lifestyle.
— Reward Programs Rewards programs in this app are quite popular among the user. They consider this adds up in their motivation factor.
Feedback for improvement
— Syncing Issues There were quite major concerns that were pointed out. These included syncing tracker data from various devices like a smartwatch, activity tracking devices, etc to the existing Health Navigation Platform app.
— Compatibility concerns Technical compatibility like iOS-Android, Logins, Data transfer, etc.
— Hardware & App integration A feature like a touch ID or app compatibility with a different type of mobile device like tablet/ iPhone etc.
— Users with Special need User with retirement or disable. For example, a person with a partial disability can’t do much on an active tracker due to limited movement.
— Reluctant Users These users consider the “Health navigation” app as forceful deployment to an organization.
User Segmentation & Persona Creation
I created two personas based on research to represent the different user types. Personas make design work less complex and easy to communicate with stakeholders.
Storyboard
I find a storyboard the easiest way to communicate the challenges at a high level. It is presented as scenarios that make it easy to communicate.
Design Recommendation
Value proposition canvas
The core of any business is to understand the user requirement and generate revenue. Creating a value proposition canvas for the health navigation platform is to generate the statement to 'why' someone should do business. Like here our focus is to on the value our product offer to the customer as per their need, for example providing a new “accurate estimate” in the app as a new feature set.
I listed down items to show what “value proposition” provided to the customer which is better than the other products in the market. It is not required that every requirement needs to meet but the goal is to meet most of the requirements. We can avoid failure if we identify customer problems and give them the design, features, and functionality they are looking for.
Limitation set
— Insurance providers have the most updated claim history.
— The insurance company website is considered as a trusted source.
— A personalized experience for multiple users.
Requisite set
— Seamless integration third party service provider.
— Extremely user is friendly, great visual design, and Real-time claim update.
— Activity flow for services.
Characteristic set
— Spouse/ Dependent as the additional user for family usage.
— Single login for multiple benefits like HSA, Activity Tracker, and other Wellness programs, etc.
— Accurate cost estimator with no surprises.
— Enhanced patient, service provider experience, and easy to understand clinical vocabulary.
Information architecture
Wireframe mapping
As soon as I finished my research I mapped out the current UX flow. I put the focus on the informational data to understand the key nodes. These nodes vary from the service provider and kind of services employers are picking. My next step is to look for areas where I can do interventional improvement based on my research findings.
New feature set integration
Based on the research I Identified two major interventional features that we need to bring in the current Health navigation app.
{ HIGHLIGHTED IN RED }
Spouse/ Dependent as additional user.
{ HIGHLIGHTED IN TEAL- GREEN }
Single login for multiple benefits like HSA, Wellness program, etc, and syncing data as informational.
Prototyping
Wireframe mapping
Further, I created a sketch representation of user flow without any visual design or branding element. I define the hierarchy of items on a screen and communicate that items should go to each page based on user needs.
Low fidelity digital wireframes
Creating a digital wireframe is the second part of visual mockup development, it outlines the basic structure of the app's all pages/ screens including the welcome screen. Digital wireframes are fairly simple which consists of basic shapes and elements. I created elements that can be rearranged quickly and easily for iterations.
High fidelity wireframes
After Lo-Fi, I created high fidelity wireframes which are more complete representations of the end product. The tool I used here is Adobe XD. The core idea here to have higher fidelity to better communicate form and function.
The splash/ welcome screen is required for apps to spend a few moments to load. My understanding is no matter how fast is our app takes some time at starting up. It may be due to the operating system. I strategically place the register and sign in button and logo for both usability/ efficiency and branding perspective.
Welcome screen
The splash/ welcome screen is required for apps to spend a few moments to load. My understanding is no matter how fast is our app takes some to load. I strategically place the register and sign in button and logo for both usability/ efficiency and branding perspective.
Tutorial frames
Product tutorial is important as it conveys the services and experiences offered to the user. Here, I have provided four introductory product tutorials. These are coverage, find care, heath benefits, and other services.
Onboarding & Sign in frames
Sign up is a part of the onboarding process. Many UX studies show that user increasingly demands it to be simple and efficient. Since this app is employer-based, it is important to authenticate the signup process for the user.
Product dashboard and services
I planned user testing using the wireframe to understand the user's feedback on navigation usability and product features. This also made me understand where we match and stand with the user's expectations.
Analytical product dashboard and services
Lastly, care-based services and user medical test results are provided using data visualization or through the analytical dashboard. Analytical dashboards provide information very quickly in an infographic manner.
Prototype animation : Hit Play!
Prototype animation : Hit Play!
Styleguide
Style guides are the generated document help designer to provide design guidelines to the developer. While creating a style guide, UX designers document all the elements that the user will be using while interacting with the device.
Conclusion & opportunities
Final thoughts
This being my first case study, I completely worked on creating a process based on empathy that I experienced while using the current app. In future projects, I'll try to put more focus on usability testing during the prototyping phase. It is necessary because most user insights and ideas we get during the testing. Also, I'll put more focus on creating very lively animation so that the user is engaged and active.
What’s next?
A few points which I want to focus on in the future to make this project better are as follows.
— Include animation in high fidelity prototype to make sure the user is engaged and an app runs efficiently.
— Reduce redundancies in the app to make it more efficient.
— More visual color plays in the app. Currently, App overall color appearance is confined to a few colors.
— Additional user testing for improvement.
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