CareFinder Case Study

 

Client: A NY Based Social Enterprise

Role: UX Design Intern

Project Duration: 8 Week

Project Goal: Create an online directory for users to find healthcare providers.

*Because this project is under an NDA some information in the case study has been changed or omitted, including the project name.

Phase 1

Empathize

 Competitive Analysis

The team decided to begin the project by conducting a competitive analysis on popular online resource guides. We looked at a few websites that were direct competitors, that help users find healthcare providers, but also some other websites that would be indirect competitors, that help users find other types of resources.

Competitor Strengths

  • Can enter a keyword and select insurance and location for searching.

  • Shortcuts for searching popular provider types on search page.

  • Many filtering options available on listing pages.

  • Lots of provider information on profile page, including reviews and FAQs.

  • Easy to book with a provider directly on the site.

Competitor Weaknesses

  • Many sections on screens with no clear flow .

  • A lot of information and not always clearly organized.

  • Often have to create an account to be able to use full website functionality.

  • Unclear what control providers have over their own profiles.

Previous Phase Usability Testing

Prior to my team’s work on this project there had been some designs created and some usability testing done on those designs. We did find it very helpful to review the results of the previous usability test and take into account the users insights. The research team had conducted 4 usability tests with adults who live in New York and had previously sought out healthcare providers.

User Interview Insights

  • 100% of participants felt that distance from home was the most important criteria when searching for a new provider.

  • 100% of participants felt that the online resource directory would be a very useful tool.

  • 75% of participants said they want help connecting with providers more efficiently.

  • 50% of participants said they like being able to filter their search results.

 User Story

My team worked together to create a user story to have a specific example of why a user would be using the website to keep in mind once we began designing. The user story was created based on the insights from the previous phases research.

  • As an adult who cares about my health, I want to book an appointment with a primary care doctor in my area, so that I can have my yearly check up and make sure I am healthy.

 Phase 2

Define

User Flow

My team created a user flow for a user who wants to find a primary care doctor in their area. This helped give us an idea of all the screens and interactions we would need to design.

 Phase 3

Ideate

Wireflow

I designed low fidelity wireframes for the 7 main screens for my added features. I included annotations and arrows to show the major screen interactions and flows. I really tried to make sure all my new features would work seamlessly with the current design of the app.

UI Kit

I created a UI Kit with all the major design elements already used in the Apple Podcast app. Having this UI Kit helped me understand the already established design systems, so when I created the UI designs for my added features they would fit in to the established design systems and I could easily reuse design elements as well.

High Fidelity Responsive Designs

I created my designs in Figma for all 7 main app screes. I really tried to make sure that any new design elements I created worked really well with the already established UI guidelines.

 Phase 4

Prototype

High Fidelity Prototype

I designed a prototype in Figma with my high fidelity mobile designs. I tried to focus on making the features I had added as interactive as possible.

 Phase 5

Testing

Usability Testing

I did in person usability tests, where I had users sit next to me and interact with the prototype on my phone and I would watch how they interacted with the prototype. Here were my testing objectives:

  1. Test if users can easily sort podcast episodes.

  2. Test if users can easily find and sort reviews.

  3. Test if users can easily interact with reviews

  4. Test is users feel confident picking a good podcast episode with the new features.

Priority Revisions

From my usability testing it was clear that there were 3 main issues users were experiencing. I decided that these were my highest priority revisions and to make these changes to my prototype:

  1. Users really liked the Playlist feature and wanted it to be easier to find.

  2. Users did not realize they could scroll to the side to see more sorting/filtering options.

  3. Users wanted to be able to click on reviews from the episode listing screen.

Conclusions

  1. This was my first time working on an already existing product and I found that because I did not have to create a brand new product and UI guidelines I was able to focus a lot more on the small details in the features I was adding and I really enjoyed being able to do that.

  2. My biggest challenge with this project was figuring out designing for mobile. This was my first time doing a full UX project from start to finish for mobile only and so there was a lot that I was not super comfortable with. I specifically struggled with prototyping for mobile, but I learned a lot through the prototyping in this project and definitely feel more comfortable prototyping for mobile now.

  3. Something I would’ve done differently with this project is to have created a user flow. I did create a task flow, but if I had more time, I think it would’ve been very helpful for the design and prototyping stages of this project to have also done a user flow.