Project:
Understand the needs of Examedi users and solve 3 detected problems.
Duration:
April 2024 to September 2024
Team:
Tomás Andreani
Sergio Ulloa
Daniela Peñailillo
Role:
UX Designer / Researcher
UI Designer
UX Designer
Examedi is a chilean health tech startup that offers remote health services such as: telemedicine, home exams, nutrition, vaccines and more.
It helps users to get medical attention without needing to leave their house, office or wherever they are, reducing the friction in the health system and developing services to promote the wellbeing of people.
- Users are frustrated by not being able to schedule appointments from their smartphones.
- Users are unaware of the platform's features and benefits.
- Users do not understand Nutrition Plans.
- Optimize the scheduling on mobile.
- Educate users on the platform functionalities with clear content.
- Improve the nutrition plans' information and support.
Through user interviews with individuals who frequently use remote healthcare services, we identified two key user profiles: 'digital natives' and 'caregivers.'
We then focused our research specifically on Examedi users who fit these profiles to understand their unique needs and pain points within the platform.
This user-centered approach allowed us to identify key areas for improvement in the Examedi app, which directly informed our project goals and design decisions, for which we created Paulina Soto, our User Persona.
Paulina wants to improve and manage her health while making the most of her time. She dislikes having to interrupt her activities for travel or errands; she prefers to use that valuable time for herself, doing things that make her happy.
Users go through different platforms to make an appointment.
Can't see all the steps when making appointments via mobile devices.
Not aware of refunds being available on the platform.
Need to find and guess how to use nutritional plans on their own.
We conducted a competitive analysis of leading health companies both within and outside of Chile, as well as companies with similar functionalities to Examedi.
Our analysis brought up four key areas to focus on:
Usability: We observed that clear and direct access to services is crucial for a positive user experience.
Navigation: To ensure ease of use, navigation should be unambiguous, using concise language and a clear information hierarchy.
Visual Design: A consistent and simple visual design is essential, minimizing unnecessary elements to avoid overwhelming users.
Accessibility: Given the nature of the healthcare industry, accessibility is paramount. We placed particular emphasis on maintaining accessible contrasts in accordance with Web Content Accessibility Guidelines (WCAG).
We then worked on a Content Inventory that was tested through a Cardsorting with 2 groups of mixed user profiles to define a hierarchy. With their feedback in consideration and our competitive analysis, we came up with a new sitemap optimized to the user needs.
On Examedi's public website, we identified four separate pages that all led to the same scheduling screen.
To simplify navigation and avoid redundant content, we consolidated these into a single, comprehensive page that encompasses all scheduling services.
This change aims to reduce user confusion and provide a more intuitive browsing experience.
On the second level of the sitemap, the user's private profile after logging in, we consolidated three separate pages related to personal health information into a single, centralized 'Manage your health' page.
This provides users with direct and contextual access to their health data.
We also introduced action-oriented labels for these main pages, like 'Manage' in this case, to clearly communicate the functionality and purpose of each section to the user.
After analyzing Examedi's existing screens with contrast measurement tools, we updated the color palette to meet accessibility standards, ensuring better usability for all users.
We also incorporated icons into certain labels to provide a clear visual and semantic connection to the actions associated with specific buttons, further enhancing user comprehension.
To validate our design decisions and ensure the effectiveness of the redesigned Examedi app, we conducted usability testing with real users.
Our primary research question was: Are users able to efficiently and effectively utilize Examedi's services?
To answer this, we recruited 10 participants, 5 from each of our key user profiles ('digital natives' and 'caregivers'), and conducted moderated usability testing sessions.
Scheduling an appointment: In our first design proposal, users struggled to locate the available appointment times displayed below the calendar. This was due to a lack of visual cues guiding their attention downwards.
To address this, we reorganized the elements, giving more prominence to the 'available times' header to clearly signal the next step in the scheduling process. We also disabled the 'Continue' button until users selected a time, providing a clear indication that further action was required before proceeding.
Onboarding and profile: Examedi's original design lacked any introduction to the profile section and its functionalities. To improve user understanding, we designed an onboarding flow to guide new users.
During testing, we found that the initial onboarding screens contained excessive text and used colors that misleadingly suggested clickable links.
Based on this feedback, we revised the screens with more concise text and a clearer visual hierarchy. We also leveraged color strategically to emphasize the primary actions within the private profile area.
Subscribing a nutritional plan: Examedi's original design for subscribing to a nutritional plan followed the standard appointment scheduling flow, providing minimal information about the plan details until the payment stage.
Our initial solution involved a modal window to display plan information, but testing revealed that users preferred a quick and easy way to compare plans side-by-side.
In the final design, we addressed this by presenting the nutritional plans in a clear and visually accessible format, allowing users to directly compare plan features and make informed decisions based on their needs and preferences.
This project highlighted the value of a user-centered design approach in developing an effective and accessible health platform. Through user research, market analysis, and iterative design based on user feedback, we delivered an improved user experience for Examedi's mobile application, such as: a streamlined scheduling flow, an intuitive onboarding experience, and a clear presentation of nutritional plans (although this service was ultimately discontinued).
While Examedi has decided to implement the redesigned scheduling flow and is considering the onboarding flow for future development, the proposed changes to the user profile screen did not align with their immediate business goals. This highlights the continuous challenge of balancing user needs with business objectives in the ever-evolving landscape of digital product design.
- Balancing User Needs and Business Goals: There's always a challenge of aligning design solutions with business objectives, even when user research indicates potential improvements, these may not be part of the business goals.
- Accessibility: While the health industry should strive to cater to diverse users, specially people with disabilities, most platforms didn't meet the standard guidelines to accommodate this audience.
- Value of Collaboration: Working with the client (Examedi) and understanding their business goals was crucial for aligning the design solutions to these and consider the technical and financial feasibility to implement them.
