Case Study: Care First
Care First - Urgent Care Center
Role: UI/UX Product Designer
Care First is a service organization with a vision to help doctors, nurses and hospitals educate patients easily and effectively through technology.
Amassing opinions of top healthcare professionals holding expertise in different departments, Care First tailors informative materials which can be used by patients.
Care First vision was to become a sole player in the field of providing educative materials for doctors to educate patients about preventive care.
THE PROBLEM
The client wanted to find a solution to improve the quality of patient-doctor conversation which discusses about new medication and treatments.
As per statistics, a doctor has only 11 minutes to spend with one patient and talks about new treatments happens for roughly about 49 seconds.
Care First wanted to increase the percentage of patients who could recall their treatment plan using cutting age technology by reducing time and cost.
THE OBJECTIVE
Research, strategize and design an end-to-end PWA (progressive web app) experience solely dedicated to healthy lifestyle and have access to Care First members personal medical records to achieve their goals.
Offer customers a highly valuable tool with a modern look and feel and intuitive navigation that makes self-service easy to find, use and understand.
Lacked understanding in customer wants, needs and expectations.
• Current frustrations and pain points?
• What did they really want?
• What did they really need?
• User interviews
• Investigate forums, reviews and FB groups
• Map out a competitor and SWOT analysis
Dived into an intensive 2-week
research sprint.
Random interview/survey questions that we asked.
(not matched in any order)
Data Analysis
• We were not surprised to find that members
were enthusiastic about the idea of a platform
dedicated to helping others with their personal
needs.
• We found out that members are motivated to
use a simple platform, where it is easy to
contact their doctor, refill medications, book
appointments, look up medication
information and a lot more.
Persona
User
Journey
Persona
User
Journey
Overwhelmed with insights
I needed to start prioritizing to form a strategy.
• Understand key pain points needs
• Classify all insights gathered
• Present my synthesis to stakeholders
Jumper into secondary research to form our product strategy and experience
• Created affinity maps
• Prioritized customer pain points, wants and needs
• Presented the insights to stakeholders
We were on a very tight deadline and developers needed to start building soon.
• Should we design mobile first?
• Do we need wireframes?
• What was our visual design language?
• Do we need to write the complete storyboard?
• Do we need an inspirational moodboard?
Once the brainstorming questions were answered, I commenced the design right away.
• Move forward with a mobile-first approach
• Provide an inspirational moodboard,
user flows, wireframes, and high-fidelity
mockups.
• Focus on the login homepage, funnel
and pharmacy department first.
Inspirational
Moodboard
Pharmacy User Flow (mobile)
Wireframes
Wireframes
Wireframes
High Fidelity
Mockups
High Fidelity
Mockups
High Fidelity
Mockups
High Fidelity
Mockups
(Extra screen designs)
Usability Testing
• For usability testing I used UserZoom GO to gain a deeper, more holistic understanding
of our customers through live video interviews and quick usability tests.
• Validately’s video chat platform was great for interacting directly with our users. Being
able to see their expressions as they answered questions and looked at prototypes
and chat directly with them made for a better experience than just reviewing video
recordings they made on their own later.
• I found that the users were able to navigate from one screen to another and return back
to navigation screen without any problems. Adding products to cart to configuring the
payment process was done without a niche.
We successfully launched months later and celebrated at a roof top restaurant with the entire team!
• The number of follow-up and call-backs from patients was reduced by
a mighty margin which saves millions of dollars per year.
• Doctors were able to use the additional time to treat more patients.
• The need to check on patients about how well are they adhering to
their treatment plans was not needed anymore.
• Patients were able to refill medications through the app.
• Care First app won popularity among clinicians and thrives with
hundreds of them.