LUCIA
PALACIOS
WHYZE
HEALTHCARE
Whyze Healthcare is a startup that seeks to connect patients and medical research. In order to make this attractive to patients, they’re pursuing a patient-facing app that allows the patient to collate their medical data in one place, and to share with medical practitioners as necessary.
HOW WAS INVOLVED?
I became a part of the Whyze Healthcare design team as one of the primary UX/UI designers and researchers. It was my first time working with a startup client at Each & Other. I was involved in the project from its inception, contributing to every task as we progressed. Around three months later, we initiated the second phase for the design of the doctor's
side portal.
SCOPE
RESEARCH
USER TESTING
WIREFRAMING
HIGH FIDELITY PROTOTYPES
Team and involvement
Project manager - 10%
UX principal - 20%
UX Designer - 100%
UX/UI Designer - 100%
UI Designer - 20%
INDUSTRY
Healthcare
WHEN
Feb - Apr 2023
THE CHALLENGE
They came to us with a very confusing patient-facing application, with convoluted onboarding flows, and very little engagement for steady-state use. Our challenge was to redesign their app to overcome those barriers.
RESEARCH AND DISCOVERY
USER TESTING,PART 1
The initial step in the process involved testing the prototype they had provided. This would help us understand users' needs, providing a robust foundation for our research.
COHORT
The cohort consisted of 8 participants with diverse backgrounds and health goals. They vary in age, ranging from 20 to 75 years old. The participants included mostly individuals who were diagnosed or had been diagnosed with cancer as well as participants with no medical conditions.
SET UP
The user testing session was conducted remotely using the Lookback platform. Each session lasted around 1 hour and involved an introductory phase with background questions followed by task completion and some follow-up questions.
ANALYSIS AND CONCLUSIONS
-
Reassurance about security when sharing such private data, as well as the involvement of human healthcare professionals is essential.
-
Clear communication about the platform's mission and involved parties builds trust.
-
Participants emphasised the importance of explaining the "why" to motivate and gain trust from all users.
-
Users value platform features but desire control over information flow, including opt-out options.
-
There is an appetite for the product, but the current process is perceived as tedious and lacking rewards or incentives for users.
JOBS TO BE DONE + EXPERIENCE MAP
Based on our “Jobs-to-be-done” activity we outlined the experience map. We broke down the map into three big sections:
-
Not yet a customer
-
Getting started
-
Steady state
COMPETITIVE ANALYSIS
In parallel we audited the current screens and conducted a competitive analysis.
-
Make it as automagical as possible (smarter data entry).
-
More variety in the input methods.
-
More dynamic dashboard.
-
Chunking information and more forgiving (skippable) steps (identify what information is really necessary)
-
Articulate the value at every step. This can be achieved by providing instant feedback and suggestions based on entered data (e.g. show where you sit versus population in questionnaire response)
WIREFRAMING
INTERACTION FLOWS
Once the research was concluded, we started working on the interaction flows.
LOW-FIDELITY WIREFRAMES
Based on the interaction flows we moved on to low-fi wireframing.
HIGH-FIDELITY WIREFRAMES
After receiving client approval, we progressed to the high-fidelity design stage. These are some of the pivotal redesign enhancements.
👤 MULTI-STEP PROFILE FILLING
We moved away from a linear, lengthy profile-creation process that required users to complete it all in one sitting. Instead, we designed a new flow that gives back control to the users, allowing them to build their profiles in smaller, manageable chunks.
BEFORE
Profile Setup Process: Linear and lengthy, requiring completion in one go
Progress Saving: No option available, leading to starting over if interrupted
User Feedback: Lack of confirmation or communication during the process
User Interface: Outdated and unappealing design
AFTER
Profile Setup Process: Streamlined process. Now users can fill out their profile at their own pace.
Progress Saving: New "save and resume" option. Users now can easily save their progress and return whenever it suits them
User feedback: Clear feedback added. Users now receive immediate confirmation for each input made.
User Interface: New fresh and modern look and feel.
ENHANCED DATA INPUT
The process of data input was refined and redefined to be more dynamic and engaging. This emerged as a primary design principle derived from user testing. Some examples of this include adding input fields that offer search suggestions as you type (SAYT) and using OCR technology.
MULTI-ACCOUNT HUB
We also introduced a new multi-account feature. This addition provides a centralised hub for overseeing associated accounts, aligning with the product's commitment to inclusivity and accessibility. It is designed to cater to users with diverse levels of technical expertise, including older adults, individuals with disabilities, and those who depend on trusted individuals for support.
REDESIGN FEEDBACK
USER TESTING PART 2
We conducted testing on the new prototype with an additional cohort comprising 8 participants who shared similar characteristics and backgrounds as those in the initial test. The setup for the user testing sessions was also executed remotely, and each session had a duration of approximately 1 hour.
TWEAKS Appropriate terminology | More succinct text | White space and icons
BEFORE
AFTER
DESIGN ADJUSTMENT EXAMPLES
Based on the feedback we iterated on the design and tweaked some parts. It was mainly UI and some content, these are some examples:
TWEAKS Appropriate visual cues| Clearer copy | Better hierarchy and contrast
BEFORE
AFTER
The client submitted a tender for additional work, and three months after we handed over our design, they rehired us for the second phase of the project. This time, we are focused on developing the researcher and health provider platform. We have successfully completed the first phase of this project, and we hope to resume work early next year.
IMPACT
FINAL THOUGHTS
-
Efficient teamwork. Tasks were divided: two focused on UX research and wireframing, while a UI designer created production-ready components in parallel. This streamlined the process. The UI designer adjusted high-fidelity screens, also assisting in creating additional components as required. The internal workflow was excellent.
-
Clear scope and requirements. It was crucial to prioritise features for the MVP to maintain a focused and efficient design process. This, and having regular check-ins with stakeholders helped to keep us aligned and avoided scope creep.
-
Control of the conversation. In its early stages, we recognised that the company was in a youthful phase, with ongoing fine-tuning of its internal processes. Our workshops often deviated into unrelated topics. To address this, we began crafting more structured meeting agendas, yet allowing space for informal discussions. Any administrative matters were dealt with separately.