Original post: khongvan.medium.com/ux-design-health-service-app

Project starting date: 2020

This is a new feature launched on my company mobile application. I was assigned to design the user experience flow of medical checks booking for patient in place.

Requirement:

Partnership specialists come to the address scheduled in order to examinate and review your (or others’) health condition, medically advise on personal issue.

Next here are lines of words demonstrate how process conducted and fulfilled, as well as to share my view point on presenting what practices to be optimal.

A. Research

The requirement were chopped down into pieces that absorbing relevant elements lead me to understandingly attempt perspective of this health service mechanism. At the beginning, it seemed as taking a light-weight research around from external to internal, to be considered this a mediocre usability testing.

I had probed the others from business team to gather about their knowings on customer satisfied feels, kinds of expression and how users talk about app. I aslo downloaded the app and interact with functions to closely look and to collate user opinions. Since my preliminary survey portraited both generally and partially, I have been able to picture out of all the points I should concentrate on tackling and building metric for them. Once going though the problem, my direction clearly stated and workload scope was well managed.

The thing that we learn the most is from competitors analysis — validated apps. Existed ones are always fine case studies for us to fast catch and grasp essense. The choices are more plentiful than we thought unless you limit them on exact same page, which could be an oversight. Many companies have had their app tested and market proved for a long while, accquire a pretty significant credit from users for getting rid of obscure experiences.

The apps feature booking utility are favored categories. I selectively studied them within procedures of service delivery, potential customer approaches, brand promotion, happiness increase, sale boost, preferred layout pattern. By taking advantage of any usable resources, they reduce unnecessary time cost on making decision.

First three top questions popped:

• Which main division of end-users are using the app at present? (focus on business insight, gaining the most of profit from potential customers and converting them into loyal ones)

• What measure will we use to standardly evaluate the plans? (address all criteria from business prospects to user needs)

• What are our priorities with the resources we own, especially when I was standing as a solo designer? (ensure desire meet reality)

Analyze Data Collectives

Data-driven research helped me sort out every non-biased alternatives when I implement design picturing, tell them apart from among self-established inferences and dogmatic assumptions. The more part of listening to user hidden voice, the more of earning the breakthough solutions. It would emerged a marked correlation between what expection to have and what need to optimize. Hence we find out unfolds along customer oriented actions.

I profess not to be a data analyst, although I wish I did so. To which was mentioned, working with recorded data in the first place, is the most absolute path to deliver a thorough design plan that we should give it trials to define and mine seriously.

Business Objectives

1. Professionally perform the functionality.

2. Acquire new customers and their reoccured bookings.

User traits

Underlying niche of behaviours and tendencies are authentic enough to keep ideation stay empathic. Minorities get discarded which is uninvolved in tackling the true challenge.

From my perspective of a commercial practitioner, there’s no demand for beholding personas pack as prerequisite matter to be user centric. Excessively filling up rooms of people’s characteristic to perfectly describe might comsume great amount of time which I didn’t have just then. In fact, there’s often as fallible parts impact as liability for causing misguided sense.

Thus we should not designate it for critical role when coming to user research results. They had better be valued data understanding and disciplined predictions. Associating with in depth observating tracking records, like specific statistics of demographic, visit and bounce rates, I could extract information and give out the insightful measurement.

Let’s uncover structure of the motives, how they affect user behaviors onto usability; considerately explore its reflection on plausible context scenarios.

• Purpose: pre-plan to see a doctor to have health examination, monitor physical/mental health, receive advices on stable healthcare maintaining.

• Time of day: working, working out, hanging out, big event meeting, leisure, meals, moving, after/before night sleep.

• Environment: staying home, at workplace, service providing facilites, outdoor, crowded public space, being on transportation.

• Concern: health service quality, doctor quality, examining procedure, conceiving present health condition, matching early symptom to proper suggestion.

• Confronted situation: self-booking, booking by the others, multiple devices, cross accounts, in rush, emergency, dependence, first/reoccured booking.

B. Deploy

After the research, I visualized how my users look and feel like. With papers and a pencil about to start to create on sketching out the flows imagination. Possible proposes were devised aiming to the most match likelihood for targeted user segment.

Care about:

• What experience expectation would be the goal?

• How would we apply our effortness into tangible fruition?

• What metrics would rank the effective design?

• How would we consistently integrate design to brand identity?

Task flow

The primary interacting flow has to be a deliberate accomplishment that users journey could be an experience within concise duration. Attempting to reduce the node stations in line propels exerting everything simply. Plain progression hands them better initiative engaging to achieve goals so that user are allowed to foresee the stream and also controllable in action. Information branches are adequately packaged at each inner base, sub-grouped related contents. An utility is really able to empower users and let them aware of its stress-free custody.

User flow

A tough part I have had to deal with was cautiously anticipating the moves and manipulating them that respect all constraints at extents of business growth and scalability. The service process ought to comply business model and adequately appreciate parties benefiting from app feature. What to appear on dislay determines a technique logic. On the other hand, system technology applied plays an crucial role in accelerating usability, eventually contributes whether with the design intention or not.

C. Prototype

Coloring

Bright tone style and lower dark theme, especially white background well brings to emphasizing signal button with radiance to stimulate eye-catch. In medical area, the lighter colors like sky blue or matter gray could generate purifying or trustful image effect which gain more belief from people and feel proper common as accredited platform.

Interaction

youtube.com/watch?v=i8-w6OWW-cU

I’m quite a fan of art of interaction design. It’s interesting to figure designing and improving all out iteratively. Smooth glide never stop people from blissful mind-blowing and impulse for discovery. Micro-interactions are intuitive and articulative at best due to informative responses, it provides ease to users for them to orientate in tasking beside assistant navigations were installed appropriately.

Thank you.

Graphic softwares supported: XD, Corel, Draw.io