Pathway Health Overview

End-to-End Mobile App Case Study

The goal of this project is to create a one-stop app for users to access lab results, make appointments, and connect with a community.

Role: Jr. UX/UI Designer (solo)

Duration: 6 months

Tools: Pen and Paper, Figma, Canva

The Problem

This app was created with anxious users in mind. Many users experience anxiety caused by waiting for lab results, the next appointment for a doctor’s diagnosis, and treatment plans. With this in mind, I wanted to create an app to make the user (caretaker)’s life easier.

Qualitative Research

Research

The goal of the research is to understand the user's general attitude towards waiting for a loved one's lab results as well as the pain points that users have surrounding health and how the app can meet those needs.

Demographics

Interview Questions

Where do you get your health knowledge when you don't understand a certain health topic?
Have you experienced wanting to expedite a lab results because of worries or fears towards a loved one's health?
What was your initial reaction when you received a health scare?
Did you have a positive healthcare experience?
What feature from a health app have you used before that you particularly enjoyed?
How often do you visit the doctors?
How often do you think about your health?
How old are you?

Key Findings

Most user's initial response to any health scare about themselves or their loved ones is to respond in fear
The pain point for some users is not knowing what to do during the waiting period
People come from different backgrounds and have varying degrees of health knowledge
The more information a user knows about their health, they might respond by seeking medical attention more quickly rather than responding in fear only

Personas

After collecting the interview data, I created a persona to define the problem and hypothesis.

Visual Data

User Flows

Main Flow: Users can make an appointment, search and save articles, and save card information on account to make the payment process easier to access.

Sketches

I chose to use pen and paper (grid lines) for my lo-fidelity wireframe as I wanted to jot down the ideas that immediately came to mind. I felt grid lines would better capture the frame and makes it easier to align things. I wanted to capture the idea that comes since paper is easy to create and modify. I can also get more creative since I’m not stressed over the small details or learning how to navigate the software. Therefore, I decided to use pen and paper for my lo-fidelity wireframes.

Make an Appointment

Payment

Save an Article

Mid-Fidelity Wireframes

Make an Appointment

Payment

Save an Article

Usability Testing

Participants and Schedule: There will be 6 participants in the usability study and they are each from a different background.
Methodology: The usability test will be moderated in-person at various locations. Results are recorded through a voice recording app. The test were done on participants who had experience with any kind of healthcare app.
Goal: To check the app's usability, usefulness, and efficiency. We will determine if additional features need to be included or excluded to provide users with a better experience to lessen their already piling stress from incessant health appointments.

Issue 1: The Home page has no substantial function and some features do not make sense
Proposed Change: change the homepage to the message center.

Issue 2: Absence of Checkbox on the “Create Account”
Proposed Change: Include a checkbox and left align texts

Issue 3: Absence of password verification on "create account"
Proposed Change: Include a password viewing button to double check if entered in incorrectly

Issue 4: Color for CTA is not visible enough and the font “or continue with” is too small
Proposed Change: Change the CTA color to a different blue and increase the font size for the social media option

Affinity Map

Loading Onboard/Process

Create Account/Log In/Inbox

Schedule an Appointment

Save Payment

Save an Article

Mockups

Final Learnings

This project gave me a glimpse to how many users who have experienced health scare towards their loved ones out of a desire to spend longer time with them
I learned that I had a tendency to be design oriented rather than focusing on the user and their needs - I needed to come back to the user and the problem repeatedly

What can I do better next time?

Get better at scheduling interviews ahead of time as coordinating the interviews took longer than expected
Explore different tools to help enhance user experience
Include more usability tests after each prototype revisions