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UX Shop

HEALTH HARMONY LTD.

graphic since 2004 with magic wand indicating how long the ux shop have been in business

DESIGN THINKING

  • illustrated white light bulb

    UNDERSTAND

    Users, Business Needs, Tech Capacity

    Preliminary research has shown that our users, medical professionals, want an affordable solution that would help them improve health outcomes for their patients.

    how

  • illustrated white persona

    DEFINE

    Design Strategy and Focus

    During this phase, I had to make sense of our user research. It was time to come up with personas, jobs-to-be-done, and a user journey.

    how

  • a white illustrated road sign indicating three directions

    IDEATE

    Explore Many Options

    After we agreed on the scope and limitations, ideation was done in two stages. First, I needed to come up with the user flow for patients entering their vital sign measurements. And then, I proceeded with the user flow for health sessions.

    how

  • an illustrated thumb up icon

    DECIDE

    Choose What to Focus on

    The team agreed about both user flows, but I realized, during this wireframing stage, that we needed help from our clinical team for health sessions. We needed to incorporate education with the user daily tasks, and we also needed to interpret vital sign measurements for patients.

    how

  • a prototype of Health Harmony Ltd on a white phone

    PROTOTYPE

    Low to High Fidelity Visuals

    This is my second prototype and I have a long way to go. I use Adobe XD now, and it lets me incorporate limited interactions with my prototypes. Both user flows are incorporated. We now need to wait for someone with the medical knowledge to help with further interactions.

    how

Persona

DOCTOR

Doctor - Persona

Jane Wu

Dr. Wu just returned from Mt. Sinai Hospital where she was visiting her patient. It was a frustrating visit; the patient had hypoglycemia, a condition he could have easily avoided.

“I’ve got so many patients who end up in an ER or a hospital just because I can’t communicate with them on time,” she said to her assistant, Ms. Suki. “I wish I could prevent that.”

SOLUTION

Re-design a health application so it can work seamlessly with patient-owned devices and vital sign monitors. The affordable application should help patients and doctors prevent health deterioration.


GOALS


  • To prevent hospitalizations

  • To enable patients to monitor and manage their diseases

  • To educate patients and reinforce healthy lifestyle

  • To provide support and advice to the patient with a chronic illness

MOTIVATIONS

HEALTH 100%

JOB SATISFACTION 70%

MONEY 50%

TECH ATTITUDE

TECH SAVVINESS 80%

FRUSTRATION 50%

USELESSNESS 50%

Jobs to be done



It would be great if I could see critical information about the state of my patients, so that I can follow their progress over time.

Doctor

It would be great if I could commmunicate with my patients immediately when they are at health risk.

Doctor

It would be great if I could see when my patients are at health risk, so that I can help them improve their health immediately.

Doctor

It would be great if I could change my patients' treatment quickly when they are at health risk.

Doctor

It would be great if I could see critical information about the state of my patients, so that I can teach them how to manage their conditions successfully.

Doctor

User Journey

STAGE 1: AWARENESS

Dr. Wu just returned from Mt. Sinai Hospital where she was visiting her patient. It was a frustrating visit; the patient had hypoglycemia, a condition he could have easily avoided.

“I’ve got so many patients who end up in an ER or a hospital just because I can’t communicate with them on time. I wish I could prevent that.”
Jane Wu, Doctor
JANE WU
Doctor
Clinic

TOUCH POINT: WORD OF MOUTH

“Well, do you remember my friend Jane who works for Dr. Kingsley."
Suki Jones, Medical Assistant
SUKI JONES
Medical Assistant
Clinic


“Yes, I do."
Jane Wu, Doctor
JANE WU
Doctor
Clinic


"Jane said they bought new software that helps them monitor patients at home and communicate with them right away. Do you want me to find out more about it.”
Suki Jones, Medical Assistant
SUKI JONES
Medical Assistant
Clinic

EMOTION: HOPE

“Sure. That sounds promising. Find out about their experience with it and how we can get in touch with the software owners.”
Jane Wu, Doctor
JANE WU
Doctor
Clinic

STAGE 2: CONSIDERATION

Although limited, Dr. Kingsley’s experience was mostly positive. He said he could monitor patients who were at risk every day and make sure they don’t fall through the cracks.

Sounds promising. Dr. Kingsley only complained about the confusing interface.
Suki Jones, Medical Assistant
SUKI JONES
Medical Assistant
Clinic

TOUCH POINT: WEB SITE

Oh my god, this Web site is so overwhelming.
Suki Jones, Medical Assistant
SUKI JONES
Medical Assistant
Clinic

EMOTION: FRUSTRATION

I don't have time for this. I'll just call the company and ask for a demo or a free trial.
Suki Jones, Medical Assistant
SUKI JONES
Medical Assistant
Clinic

STAGE 3: DECISION

After talking to the company representative, Ms. Suki and Dr. Wu figured out that the online solution was too expensive, and they were not sure if buying it would really pay off in the long run. Still, they decided to try the solution before committing to it.

TOUCH POINT: APPLICATION

They were greeted by a busy and confusing interface. They were not sure how to complete many tasks, so they relied a lot on a user guide. Using the program, both agreed, was cumbersome.

They were also disappointed with the patient app that was only available on iPad. They assumed that their patients, who already had iPhones and Androids, would be able to download the app on their phones.

EMOTION: DISAPPOINTMENT

They jointly concluded that software won’t fit their current needs. Ms. Suki proceeded with the online search afterward, but couldn’t find anything that would provide the same kind of service. So Ms. Suki and Dr. Wu agreed to openly tell the company about their current needs.

It was not the first time that the company heard about the same kind of demands, so they decided to re-design the product.