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Image by Clay Banks

Healum Software for Doctors

Healum • Digital Healthcare • Behaviour Change

INTRODUCTION

When I joined Healum one of the first things I’ve heard from the team was a sincere request - “Can we make our software for doctors more useable?”. The first version of it was released but there were a hands of usability issues and gaps in the user experience.

 

      The goal of this project was to identify usability issues and user expereince gaps and then redesign the integrated software system for healthcare professionals.

 

The deliverables of this project were...

  • Imporved UX of the software if a form of wireframes

  • UI components library

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MY ROLE

Product Designer

User Research, Interaction, Visual Design, Prototyping & Testing

Nov 2020 - Ongoing

1. Background

Healum is a digital healthcare startup based in London. Learn more about Healum.

 

This was one of the first projects I took when I first joined Healum and it is still ongoing. My project responsibilities changed overtime - at the beginning, I was solely responsible for designing and leading the UX of the platform. Mid through the project, another designer joined the team and took on most of the design work. For me, this was a huge opportunity to try myself as a team lead.

MY ACHIEVEMENTS

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I've grown a lot during this project, some key achievements of which I have listed in this deck...

 
 

2. Our 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. For example, during discovery one of the important parts is to identify behaviour ‘barriers’ towards the desired behaviour.

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        For this project, I went through the key phases of Discovery, Definition, and Ideation. The Development has not yet started.

3. Gathering Insights

To start with I decided to review the feedback that we received from some doctors so far but then I found that it was not documented. Then, I decided to talk to all the team members facing Healum clients on a day-to-day basis to surface the key pain points. In addition, I also spent time...

 

  •  reviewing interviews’ transcripts, personas and all existing supporting assets + previously captured user data that Healum had

  •  reviewing the software myself to understand the detailed issues loosely following Heuristic Evaluation by Jakob Nielsen...

Due to a lack of time, it was not feasible to do more research at this point

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4. Defining Problems

OUTCOME

These more serious problems led the team to decide that the software needs a redesign. These 3 high-level issues set a scene for the upcoming work and helped me get a clear direction for the project of such a massive size.

While there were a lot of smaller issues, I want to stress the attention on the clusters of issues that eventually formed more serious problems of the core UX and value proposition...

  1. Creating different types of content feels like a slow and overwhelming process. Doctors need a quick and flexible way of creating content such as goals and recipes to share with their patients.

  2. The UX does not support alternative scenarios for performing an action. The UX of different features was designed to only support one of the possible flows for a particular job to be accomplished. For example, if an imaginary Dr. Alex wants to share a recipe with his or her patient, he’d have to go to a library of resources and select a recipe he wants to share and send it to that patient. There was no option to share recipes with a patient from the patient’s page itself.

  3. Clients had NO control over the software setup. In simple words, the software account was manually created and personalized for every single client. Even owner accounts had to be created by our internal team. This really slowed down the setup process and limited our clients’ control over the software. In addition, manual setup together with back-to-back requests, long spreadsheets of requirements to set up an organization account wasted hours and days of the team’s time.

 
4.1. Breaking down Issue 1

As part of this portfolio, I will focus on the first issue...

Issue 1: Creating different types of content feels like a slow &

overwhelming process.

 

This problem can be broken down into smaller and more precise usability issues to address. Among those that existed, a few were considered the most prominent...​

Below I have given an screen that represents these issues very well.

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4.2 Addressing Issue 1

​Based on the above problem, I worked towards addressing these pain points by coming up with potential solutions:

 

  • Reconsidering the step-by-step flow that healthcare professionals found uncommon and long with a more traditional form with a few tweaks to ensure it does not feel overwhelming

  • Surfacing mandatory fields and hiding optional ones

  • Proving the ability to easily create and preview the content before the release

I mocked up some basic wireframes to gather feedback from the Product Manager on the overall layout and structure of the wizard form. This involved establishing a standardized visual hierarchy and layout for the future wizard component. 

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5. Validating Design

Internal testing: After a round of iterations based on the comments and suggestions from the Product Manager, I conducted usability testing sessions with the internal team to get an idea of whether the new designs would solve the problems of our clients.

 

I wrote a script including a scenario asking participants to play the role of Dr. Alex - one of the personas - and create a “sugarfree apple carrot cake” recipe. Then, I have sent them the list of ingredients and a step-by-step guide which consisted of 4 simple steps. See the details here.

During the sessions, I observed how they interacted with the prototype and recorded their answers using Otter. Then I synthesized the data to understand usability issues and suggestions and prioritize them for the redesign. The level of issue severity determined by the frequency of its occurrence informed the priority for the redesign.

Note: I followed the same process to test other flows where a piece of content had to be created. The synthesis of some issues from the behavior module where participants had to create a goal is presented below.

OUTCOME

Overall, compared to the previous design there was no doubt that some of the fields were optional and presented to the user on the side panel. It’s worth noting that, it took a few moments for participants to get familiar with a different layout. 

However, there were a few things that were not clear for the majority of participants. Please see below.

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OUTCOME

The new design was received well, especially the fact that the flow was much simpler. A few minor feedback points were made to improve on the next design iteration. The team decided to address these issues later in the process as we come to developing the flow and testing the actual build.

6. Client Review

Following the second design iteration, I have prepared a mid-fidelity prototype to show to clients and particularly to the end users - healthcare professionals and health coaches.

A group session was orginised where I have walked the audience through the updated content creation flow.

 

7. Creating UI Components Library

In parallel, I was also working on the UI components library to revamp the look and feel of the software. The current UI was considered old and clunky and we decided to revisit the UI to reflect the brand and healthcare professionals’ needs.

The aim was to make the interface clean, fresh, and easy to understand.

 

Together with the Product Manager, we created an inspiration list. In addition, to ensure the software is performing well we decided to use an existing components library i.e. Ant Design Library as a base for the UI and tweak it to fit the software brand.

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8. Results & Reflection

Even though the project development has not started yet, there were a few key takeaways worth mentioning...

  • Create a strategic plan to launch an MVP. Our plan did not have any buffer time and did not specify how to deal with out-of-scope requests. That derailed the project and the design focus a few times.

  • Design small, develop fast. Handing over a massive piece of design inevitably leads to a higher risk of screwing things up during the development. Early conversations and development of smaller features allow testing at early stages and lead to better quality, fewer bugs, and a happier team! Let’s follow a lean approach, folks, 🙂

  • Involve users as much as possible. This helps to reduce any rework later at the development stage, helps designers to communicate design choices to the team with confidence, and better inform the overall design strategy.

As this project is ongoing, stay tuned for updates!