Type
Category
User Research, UX Design, Product Design
Tools
Figma, pencil & paper, Lucid app
Key activities
Our Team
I was partnered with Shandira Fergusen, Nhu-An Le, and Sancharee Ghosh aiming to improve an aspect of healthcare.
We joined forces, skills, and enthusiasm in order to deliver a work that we are proud of and to solve a real world problem. Over the course of three months of the project duration, we faced huge challenges that enriched my mindset as a designer. Working on an end-to-end product with a multitalented team was a priceless experience that invigorated my design process.
My Role
My main contribution to the design process was in Interviews, Affinity Mapping, Persona Development, Ideation, Remote Usability Testing, Competitive Analysis, Mind Map Creation, User flow and Wireframing.
Overview
Skin health is central to one’s overall well-being. Common skin issues
often cause unnecessary panic and emotional distress.
At the same time, the wait time for a dermatology appointment in US is between 15 to 30 days.
Figuering out how urgent is our skin problem shouldn’t be so streesful!
Goal
How might we improve skin disease awareness to reduce emotional distress at the onset of unknown skin changes?
Kick off
For whom are we going to design?
At the outset of the project, we didn’t have a clear understanding of how people handle an unknown skin change or how was the experience attempting to make an appointment with a dermatologist.
So we started the research process by interviewing 6 people who currently have or have had skin issues. In order to analyze the interview findings, we created an affinity diagram. The groupings pointed to some common frustrations.
Persona
& Journey Map
Our compass to design with empathy
In order to maintain empathy at every step of our design process and define user problems, we developed our main Persona.
Also, the Journey Map represents a visualization of the process that our persona goes through in order to accomplish her goal.
Her needs, frustrations, and pain points were our compass to design for her a meaningful and delightful experience.
Product vision
Define
Competitive Analysis
How the problem is solved right now?
- Telehealth and AI (Artificial Intelligence) is rapidly transforming healthcare in a variety of ways
- AR and AI image recognition technology can be used to reach our goal
- Telehealth services reduces wait times for less severe cases and improves in-person care access.
- Kaiser Permanente is a high-end HMO (health maintenance organization) that currently provides Telehealth service through email, phone and video
Kaiser Permanente telehealth integration with the electronic medical records was an opportunity to build our product with one of the largest health insurance providers in North America.
Aha Moment
Mind mapping
To kick off user flow design we sketched a mind map to reveal our persona’s main objective.
The user’s objective is to know if the skin condition is low, moderate or high risk in order to act accordingly.
We saw the opportunity to design an AI tool that provides state-of-the-art preventive care for skin self-examination.
Design Principles
Meet the User’s Need
User Control and Freedom
Aesthetics and Minimalist Design
Design Exploration
Sketching Ideas
Design Challenge
“What is the User Experience when the screening result is not certain due to technology limitations?”
User Flow
We focused on defining the task flows for the unresolved result and the high severity result because both have high value for our persona.
Defining the User Flow helped us to identify how many screens are we going to design for the user to reach her objective.
A doctor will call the patient in 24 hours to resolve the issue via video call or an urgent appointment.
Our approach boosts user experience because protects the user from the risk of having a skin concern being misdiagnosed.
Wire frames
Wireframing streamline our process and after numerous iterations and usability testing, we built the first version of our high fidelity prototype.
Hi-fi Prototype
First Version
The mock-up of our first design was used for usability testing in order to 0bserve the user interaction with the product.
Usability Testing
Using the prototype we conducted 5 rounds of usability testings.
The goal of testing was to understand:
- How easily users navigated through each screen,
- How they reacted to the copy, and
- How intuitive the flow was
The user testing revealed some usability issues.
The perceivability, predictability, and feedback of some interactions were problematic. However, we found that learnability and consistency were at a satisfactory level.
Observing the confusion and difficulty our users faced, we continued with iterations on our prototype aiming to serve better our users goals.
Hi-fi Prototype
Iterations
Test
In order to understand if the iterations improved the users’ experience, we run usability testing on 5 new participants.
The results were satisfying, as the second version of the Skinspect hifi prototype revealed that the perceivability, predictability, and feedback were improved and assisted a smooth interaction of the user with the prototype.
The Result
Skinspect app - High Risk Flow
Key Learnings
Support Trust & Credibility
Health is a very personal matter and patients make themselves vulnerable with every interaction. Competence, credibility, and trustworthiness are essential, thus we decided to work on a solution under the umbrella of Kaiser Permanente, a reputable health care company.
Everytime design with the interaction design principles in mind
The last thing a user needs to deal with while navigating healthcare issues is a confusing layout. We learnt that respecting the interaction design principles is imperative to deliver an efficient and enjoyable user experience.