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Image by Amy Shamblen

Healum Thrive

Healum • Mobile Application• Behaviour Change

Summary

Healum is healthcare started offering tools and services for people with diabetes to help them manage their condition better and gradually improve their lifestyle. The first version was full of complex tools to help people change their lifestyles. However, the UX of the app felt clinical, almost as if the target audience was doctors - not patients.

 

      The goal of this project was to identify the key painpoints associated with the app experience and propose design changes to address these painpoints. Design changes proposed as part of this project were developed and curretly is being tested by the internal team and Healum clients.

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My Role

  • Product Designer

  • User Research, Interaction, Visual Design, Prototyping & Testing

  • Mar 2021 - Mar 2022

 

1. Achievements

1. Aligning the team

I was doing weekly sessions with the team e.g. design show&tells, presentations, brainstorming sessions, etc. These sessions helped me better understand the team's perspective on the product, and connect with them

 

2. Process

In general, Healum follows the Double Diamond Theory with a strong emphasis on Behaviour Change - COM-B model principles are used to facilitate decision-making at every stage of the design process.

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3. Understanding the Problem

As a start, I had a few sessions with the clients to discuss the app issues.

 

Our clients have conducted their own user testing and had quite a few insights to share. I then synthesized the data into the spreadsheet below to uncover a few burning pain points and suggestions

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4. Understanding Problems

The analysis of the data revealed a number of themes that the team decided to focus on for this project.

These high-level problems led the team to decide that the design team needs to rethink the UX & UI of the app. These issues set a scene for the upcoming work and helped me get a clear direction for the project

1. Lack of onboarding

First-time users struggled to understand what they can do in the app. The first page in the current app showed users a to-do list, which was not motivating

2. Clinical interface

The choice of color palette and some of the UX decisions made the overall look & feel clinical and boring

3. Judgemental copy

People needed the app to act as their personal coach. The choice of language was too formal and demotivating

Old Design
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5. Brainstorming Ideas

To address these problems, I ran a few ideation sessions with the team.

 

The outcome of the session: to address the issues outlined previously, the team decided to explore the following...

1. Onboarding

Creating an onboarding flow for users to introduce them to the app and ensure the app is transparent with our users' regarding behavior change

2. Brand Character

Creating a brand character to “represent” the app and play a role of a health coach.

3. UI change

Changing the UI of the app to get a more friendly look and feel

6. Competitive Analysis

Before mocking up the onboarding flow I reviewed other apps’ onboarding journeys to get inspiration and understand the best practices.

 

Out of all best practices I have noted a few...​

1. Surface onboarding value

Explaining to users what they will be getting from this onboarding. Onboarding usually takes time and it’s crucial to give users an incentive to go through it.

2. Make it relevant

Customize the onboarding experience. Cater the onboarding experience based on the needs of the target audience

3. Small

steps

Break your onboarding into smaller steps. Don’t overwhelm the user with too many tasks. Focus on the two or three features that will help the user to understand the “aha moment” or “magic moment” and focus on them.

4. Celebrate sucess

Celebrate success. Rewarding people for completing an onboarding reinforces users to continue using the app. The reward can take different forms - social or virtual reward, etc.

 

6. Defining the Onboarding Journey

Even though there were a lot of hidden journeys in the app that could be potentially explained as part of the onboarding, we decided that the first version should be simple.

From the feedback sessions with users, I identified that a few high-level concepts that formed the core UX of the app confused people. For example, many users did not fully understand the benefits of creating health-related goals.

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User Flow Diagram

 

7. Wireframing Onboarding Alternatives

After collecting enough insights and data, I wireframed a few alternative onboarding flows to satisfy the needs of different audiences where...

The 1st flow was meant to satisfy the needs of a tech-savvy audience. The 2nd flow was designed for a less tech-savvy audience with people choosing to have more guidance and support.

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9. Validating the Design

After a few iterations based on the comments and suggestions from the Product Manager, I created a mid-fidelity prototype for the internal team to test. The results of this testing were used to iterate the design and prepare it for development.

Overall the onboarding was received very well with a few suggestions.

  • Lowlight: One person said that sometimes the copy sounded like “marketing”. It was important to minimize the use of design jargon

  • Highlight: Human character, Linda created a feeling that there is “someone, like your virtual coach” talking to you rather than a piece of code.

  • Highlight: Progress circle was received well. Participants found this functionality useful as it helped them understand how close they are to the end of the onboarding > and reduced uncertainty

 
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10. Results & Reflection

The onboarding flow is just one of the flows that I have worked on during this project. The development of the app version 2, based on the updated UI and improved UX is still in progress but I can already mention a few takeaways...

  • Working with developers. The development of this project started in June 2021. I have learned a lot from working with developers. To improve our communication and ensure the designs are delivered in the best way possible, I have introduced a few activities and assets. Conducting weekly design walkthroughs, and creating explainer videos to support the development were some of them.

  • It is worth doing competitor analysis. I am not a big fan of doing competitor analysis too early in the process, as it sometimes downgrades designers’ creativity. However, this time I had the opportunity to look at different apps not particularly related to healthcare, understand the best practices, and then incorporate them to fit the purpose of Healum’s product. This helped me to propose certain ideas with greater confidence.

  • Sometimes it is better to improve than redesign. Now that I’m looking back, I might have considered the option of not redesigning & redeveloping the app from scratch but gradually improving it. I believe that it may have saved us time.