Mobile experience of finding healthcare providers - UX/UI Research & Design
• Team Lead (team of 4)
• UX Designer
• Affinity Mapping (Miro)
• Persona (Figma)
• Lo-fi Prototype (sketch + video)
• Hi-fi Prototype (Figma)
January – April, 2019
The DR.Match App is a mobile system that supports the task of selecting a healthcare provider. Acting as a source of truth for aggregating information of doctors, the app aims to best matches users’ needs to that of the doctor’s information. It provides users a platform with search result customization in great details. It also enables doctors to better promote their digital presence with potential patients and maintain a good reputation.
How to better match users and healthcare providers based on the needs of users?
Doctors have become a commodity within the healthcare market share. People are now more than ever empowered and equipped to browse and shop for their healthcare providers. Though there is an abundance of doctor information, it is scattered throughout different media, and in many cases not-user friendly with industry jargon and written at a high literacy level. In addition, providers of doctor information often select information without considering what patients are looking for, making the process of selecting healthcare providers more challenging.
• Identify stakeholders
• Affinity mapping
• User persona
• Identify key features
• Lo-fi prototype in sketch and video
• Hi-fi prototype
A stakeholder is anyone who impacts or is impacted by an organization’s actions or products. Specifically, stakeholders for the DR.Match App are:
- Patients who currently do not have a healthcare provider.
- Patients who have a healthcare provider but wants to switch to another one for various reasons.
- Doctors who wants to promote their online presence and maintain a good reputation.
- Healthcare marketing team who want to promote their affiliated doctors.
Based on our stakeholders, we interviewed 9 patients and 3 healthcare professionals. We chose to interview healthcare professionals, including medical students, because we were not able to interview doctors. Two sets of questions were designed for interviewing the two categories of participants.
- We asked the patients about their previous experience of searching for healthcare providers, factors they would consider when looking for healthcare providers, and their expectations as well as evaluations of healthcare providers.
- We asked the healthcare professionals about their opinions of online presence such as how they would like to promote themselves and what they want potential patients to know about them.
We analyzed the qualitative data from interviews and organized it to an affinity diagram in order to identify user needs. The following key insights were drawn from the affinity diagram.
- Patients generally look for healthcare providers by doing their own researches and considering opinions of others.
- Patients care the most about a doctor’s medical skills (certification, specialty, and knowledge) and soft skills (personality and communication).
- Some aspects about a doctor that patients consider important are a doctor’s practices (availability, treatment methods, and use of medicine) as well as facilities and staff of the office.
- Patients would like to compare doctors based on various criteria.
- Waiting time, health insurance, and travel distance also affect the selection of healthcare providers.
- As for healthcare professionals, they would like to be able to differentiate themselves from other doctors.
Based on key insights and user pain points gathered from the interviews, we prioritized the key features of the application as follows.
- Gauge user preferences of characteristics of doctors.
- Provide flexibility to customize the accuracy of match results.
- Provide 360 view of the doctor’s office.
- Videos for patients to know more about a doctor.
- Comparison of doctors’ availabilities.
- Schedule appointments with the same app.
In this project, I collaborated with 3 other graduate students to design a mobile experience of selecting healthcare providers. I learned to use Miro (formerly Realtime Board) and Figma in group design work for the first time and further practiced the essential UX design skills. I also learned a lot about UI design, especially best practices in the industry, from one of my teammate who is a professional UX designer. In addition, I improved my communication and project management skills through organizing and leading group work sessions.
I was able to receive feedback on the prototypes from a medical student, but it would be more beneficial to conduct more user tests for future iterations. Although the designation of a team lead was not required by our professor, I should have taken the lead to schedule work sessions much earlier to better plan out the project.