Phillip Westervelt
TELEHEALTH COORDINATION APP
TELEHEALTH COORDINATION APP
TELEHEALTH COORDINATION APP
YOUR HEALTH, JUST A CLICK AWAY
YOUR HEALTH, JUST A CLICK AWAY
YOUR HEALTH, JUST A CLICK AWAY
2024
2024
WEB APP
WEB APP
Phillip Westervelt
TELEHEALTH COORDINATION APP
YOUR HEALTH, JUST A CLICK AWAY
2024
WEB APP
DID YOU KNOW
An estimated 8.6 million deaths in low- and middle-income countries every year are due to conditions treatable by healthcare, of which 5 million result from poor quality of care and 3.6 million from insufficient access to care.
DID YOU KNOW
An estimated 8.6 million deaths in low- and middle-income countries every year are due to conditions treatable by healthcare, of which 5 million result from poor quality of care and 3.6 million from insufficient access to care.
INTRODUCTION
Access to healthcare in rural areas is tough because there aren’t enough doctors, the travel distances are long, and the infrastructure isn't great. This leads to late diagnoses and unmanaged chronic conditions. So, How are we going to fix this?
By offering timely and quality care.
Access to healthcare in rural areas is tough because there aren’t enough doctors, the travel distances are long, and the infrastructure isn't great. This leads to late diagnoses and unmanaged chronic conditions. So, How are we going to fix this?
By offering timely and quality care.
Access to healthcare in rural areas is tough because there aren’t enough doctors, the travel distances are long, and the infrastructure isn't great. This leads to late diagnoses and unmanaged chronic conditions. So, How are we going to fix this?
By offering timely and quality care.
15000+ Doctors
15000+ Doctors
15000+ Doctors
INTRODUCTION
Access to healthcare in rural areas is tough because there aren’t enough doctors, the travel distances are long, and the infrastructure isn't great. This leads to late diagnoses and unmanaged chronic conditions. So, How are we going to fix this?
By offering timely and quality care.
15000+ Doctors
Why is healthcare in rural areas
Why is healthcare in rural areas is often less accessible ?
Why is healthcare in rural areas underfunded ?
Why is healthcare in rural areas challenging ?
Why is healthcare in rural areas are important ?
Why is healthcare in rural areas
Why is healthcare in rural areas is often less accessible ?
Why is healthcare in rural areas underfunded ?
Why is healthcare in rural areas challenging ?
Why is healthcare in rural areas are important ?
THE STAGE OF CLARIFYING CONTEXT
Getting Clear: Asking the Right Questions to Understand the Problem
The stage of clarifying context is asking better questions to understand the problem better here are some important questions for this concept.
1
what problem is being solved?
We're tackling the issue of limited access to healthcare in rural areas.
2
Who are the primary users?
The main users are people living in rural areas, healthcare providers looking to reach more patients, and families who need medical support but can't easily access it.
3
What are information are they looking for?
They want information on how to get medical consultations without traveling, access to their medical history, and ways to communicate with doctors easily.
4
How are we going to solve the problem?
We're going to solve this by offering a solution that provides timely and quality care.
5
what goals are we trying to achieve?
We aim to make healthcare more accessible for people in rural areas, reduce the delay in medical diagnoses.
6
What are the goals for this research?
This research aims to understand the needs and challenges of our users better, figure out the best ways to provide quality and timely healthcare services,
THE STAGE OF CLARIFYING CONTEXT
Getting Clear: Asking the Right Questions to Understand the Problem
The stage of clarifying context is asking better questions to understand the problem better here are some important questions for this concept.
1
what problem is being solved?
We're tackling the issue of limited access to healthcare in rural areas.
2
Who are the primary users?
The main users are people living in rural areas, healthcare providers looking to reach more patients, and families who need medical support but can't easily access it.
3
What are information are they looking for?
They want information on how to get medical consultations without traveling, access to their medical history, and ways to communicate with doctors easily.
4
How are we going to solve the problem?
We're going to solve this by offering a solution that provides timely and quality care.
5
what goals are we trying to achieve?
We aim to make healthcare more accessible for people in rural areas, reduce the delay in medical diagnoses.
6
What are the goals for this research?
This research aims to understand the needs and challenges of our users better, figure out the best ways to provide quality and timely healthcare services,
THE RESEARCH
White paper research : Digging Deep into Rural Healthcare
I usually start with white paper research for understanding the problem better. I read articles, blogs posts related to the concept to understand what solution would be the best. Here are some things I found interesting.
The main challenge with telehealth solutions is that they have to provide an experience that closely resembles a real visit to the doctor while also remaining accessible and inclusive to all social groups.
-Natalie Tkachenko
First of all, those who need this kind of software the most are the older generations, and they are observed to be significantly less tech-savvy than millennials and GenZ, which is why telemedicine tools have to be as simple and as straightforward as possible.
-Natalie Tkachenko
THE RESEARCH
White paper research : Digging Deep into Rural Healthcare
I usually start with white paper research for understanding the problem better. I read articles, blogs posts related to the concept to understand what solution would be the best. Here are some things I found interesting.
The main challenge with telehealth solutions is that they have to provide an experience that closely resembles a real visit to the doctor while also remaining accessible and inclusive to all social groups.
-Natalie Tkachenko
First of all, those who need this kind of software the most are the older generations, and they are observed to be significantly less tech-savvy than millennials and GenZ, which is why telemedicine tools have to be as simple and as straightforward as possible.
-Natalie Tkachenko
UNDERSTANDING THE MARKET
Competitor analysis: What Can We Learn from Healthcare 1.0 Competitors
Competitor analysis was done to understand the already existing solutions and why they are not working. It was done based on the reviews of the existing solutions. Here is one of the examples.
UNDERSTANDING THE MARKET
Competitor analysis: What Can We Learn from Healthcare 1.0 Competitors
Competitor analysis was done to understand the already existing solutions and why they are not working. It was done based on the reviews of the existing solutions. Here is one of the examples.
UNDERSTANDING THE USERS
User Interview : Getting Real Insights from Real Users
To be honest, I don’t have any healthcare users to test with, so I interviewed users from other categories to gain better insights. Here are the types of users I spoke with:
Patients in Rural Areas:
They are the primary beneficiaries of the telehealth service.
Family Members of Patients:
They often assist in healthcare decisions and can provide insights into the patient’s needs.
Potential Users in Urban Areas:
To understand the differences in healthcare access and needs between rural and urban users.
Tech-Savvy Older Adults:
Older adults are a significant user group for telehealth services, and tech-savvy ones can provide a bridge to understanding broader elderly user needs.
UNDERSTANDING THE USERS
User Interview : Getting Real Insights from Real Users
To be honest, I don’t have any healthcare users to test with, so I interviewed users from other categories to gain better insights. Here are the types of users I spoke with:
Patients in Rural Areas:
They are the primary beneficiaries of the telehealth service.
Family Members of Patients:
They often assist in healthcare decisions and can provide insights into the patient’s needs.
Potential Users in Urban Areas:
To understand the differences in healthcare access and needs between rural and urban users.
Tech-Savvy Older Adults:
Older adults are a significant user group for telehealth services, and tech-savvy ones can provide a bridge to understanding broader elderly user needs.
MORE ABOUT RESEARCH
Got more time to read about research?
If you're interested in diving deeper into the research articles, blogs, and insights, you can find more information below. It will take you to a Notion file, which will take about 10 minutes to read, or just 5 minutes if you skim through it.
MORE ABOUT RESEARCH
Got more time to read about research?
If you're interested in diving deeper into the research articles, blogs, and insights, you can find more information below. It will take you to a Notion file, which will take about 10 minutes to read, or just 5 minutes if you skim through it.
INSIGHTS
Here are some insights from the research :
On average, it takes 25 to 30 minutes for medical services to reach rural areas.
On average, it takes 25 to 30 minutes for medical services to reach
rural areas.
The targeted rural areas do not have a common predominant language, necessitating a language sorting option in the app.
The rural areas targeted do not share a common predominant language, so a language sorting option is essential for the app.
Incorporating prescription and medical history data is crucial, but due to the large volume of data, manual entry is not feasible.
Given the language diversity, the app must support multiple languages and local dialects to ensure effective communication.
Chat support, call support, and emergency consultation options are critical for handling urgent medical situations promptly.
The app should include simple, intuitive navigation and user guidance to accommodate users with limited digital literacy.
Ensuring the app is accessible on basic smartphones with limited internet connectivity is essential to reach the target demographic effectively.
Establishing reliable communication channels, such as SMS notifications and offline access to key information, will ensure users can stay informed and connected even with intermittent internet access.
Offering transparent and affordable pricing options will enhance the app's credibility and ensure users understand the costs involved, making healthcare more accessible and trustworthy.
INSIGHTS
Here are some insights from the research :
On average, it takes 25 to 30
minutes for medical services to
reach rural areas.
The targeted rural areas do not have a common predominant language, necessitating a language sorting option in the app.
The rural areas targeted do not share a common predominant language, so a language sorting option is essential for the app.
Incorporating prescription and medical history data is crucial, but due to the large volume of data, manual entry is not feasible.
Given the language diversity, the app must support multiple languages and local dialects to ensure effective communication.
Chat support, call support, and emergency consultation options are critical for handling urgent medical situations promptly.
The app should include simple, intuitive navigation and user guidance to accommodate users with limited digital literacy.
Ensuring the app is accessible on basic smartphones with limited internet connectivity is essential to reach the target demographic effectively.
Establishing reliable communication channels, such as SMS notifications and offline access to key information, will ensure users can stay informed and connected even with intermittent internet access.
Offering transparent and affordable pricing options will enhance the app's credibility and ensure users understand the costs involved, making healthcare more accessible and trustworthy.
USER JOURNEY
Booking an Appointment: A Step-by-Step Walkthrough
From the research, Here’s a look at how users book an appointment without Online Services and some common pain points they might encounter.
USER JOURNEY
Booking an Appointment: A Step-by-Step Walkthrough
From the research, Here’s a look at how users book an appointment without Online Services and some common pain points they might encounter.
HOW MIGHT WE
Turning Problems into Solutions: The Key Question
After conducting the research, I was able to define the problem clearly and crafted a 'How might we' question to better navigate the design decisions.
"How might we design a solution that makes booking an appointment simple, accessible, and fast?"
"How might we design a solution that makes booking an appointment simple, accessible, and fast?"
HOW MIGHT WE
Turning Problems into Solutions: The Key Question
After conducting the research, I was able to define the problem clearly and crafted a 'How might we' question to better navigate the design decisions.
"How might we design a solution that makes booking an appointment simple, accessible, and fast?"
IDEATION
Brainstorming Ideas: What’s Next?
This stage was crucial because I needed to decide which features to prioritize, ensuring that the web app is easily accessible and adaptable for users. Once I finished brainstorming, I focused on picking the most important features to make our web app easy to use and flexible for everyone. Here are the key features I decided to prioritize to ensure that our users have the best experience possible.
IDEATION
Brainstorming Ideas: What’s Next?
This stage was crucial because I needed to decide which features to prioritize, ensuring that the web app is easily accessible and adaptable for users. Once I finished brainstorming, I focused on picking the most important features to make our web app easy to use and flexible for everyone. Here are the key features I decided to prioritize to ensure that our users have the best experience possible.
USER FLOW
Simplifying Telehealth: A User-Friendly Booking Experience
For the user flow i tried to mimic the real life booking experience inorder make the user familiar with the process. The goal is to ensure that scheduling a telehealth appointment feels as natural and familiar so users can focus on their health without any hassle.
USER FLOW
Simplifying Telehealth: A User-Friendly Booking Experience
For the user flow i tried to mimic the real life booking experience inorder make the user familiar with the process. The goal is to ensure that scheduling a telehealth appointment feels as natural and familiar so users can focus on their health without any hassle.
WIREFRAMES
Wireframes: Crafting an Intuitive Home Page
When designing the home page, I wanted users to have all the important information right at their fingertips. The goal was to make the layout clear and easy to use, so users can quickly find what they need without any hassle. I used wireframing to plan out where everything should go, ensuring a smooth and user-friendly experience.
WIREFRAMES
Wireframes: Crafting an Intuitive Home Page
When designing the home page, I wanted users to have all the important information right at their fingertips. The goal was to make the layout clear and easy to use, so users can quickly find what they need without any hassle. I used wireframing to plan out where everything should go, ensuring a smooth and user-friendly experience.
STYLE GUIDE
Crafting the Visual Identity: Style Guide
The shade 16A34A is a calm, deep green that conveys a sense of trust and tranquility, which is essential for a healthcare app. This color gives a professional and clean look, making the interface pleasant and easy on the eyes.
STYLE GUIDE
Crafting the Visual Identity: Style Guide
The shade 16A34A is a calm, deep green that conveys a sense of trust and tranquility, which is essential for a healthcare app. This color gives a professional and clean look, making the interface pleasant and easy on the eyes.
PROTOTYPE
From Idea to Protype
The prototype includes subtle animations to make the user experience smoother and more enjoyable. These animations help guide users and make the app feel more interactive and engaging. you can view the prototype here.
PROTOTYPE
From Idea to Protype
The prototype includes subtle animations to make the user experience smoother and more enjoyable. These animations help guide users and make the app feel more interactive and engaging. you can view the prototype here.
USABILITY TESTING
USABILITY TESTING: BOOKING AN APPOINTMENT
We conducted usability testing with screen recordings to verify app navigation. The main task was to book an appointment. Out of 5 users tested, 3 booked their appointments via chat support, and the other 2 used the primary method.
USABILITY TESTING
USABILITY TESTING: BOOKING AN APPOINTMENT
We conducted usability testing with screen recordings to verify app navigation. The main task was to book an appointment. Out of 5 users tested, 3 booked their appointments via chat support, and the other 2 used the primary method.
ITERATION
Improving Navigation
In this screen recording, user navigating through the doctor's profile missed the scrollable content because there was no indication of the scrolling section.
ITERATION
Improving Navigation
In this screen recording, user navigating through the doctor's profile missed the scrollable content because there was no indication of the scrolling section.
BEFORE THE SCROLL BAR
AFTER THE SCROLL BAR
FINAL DESIGNS
Why are they designed the way they are
Here’s the rationale behind my design decisions, why they are designed the way they are .
Set up screen
The setup screens are designed to personalize the user experience and gather important user data. These screens include age, gender, and medical history, which will be used to enhance the app's functionality for each user.
FINAL DESIGNS
Why are they designed the way they are
Here’s the rationale behind my design decisions, why they are designed the way they are .
Set up screen
The setup screens are designed to personalize the user experience and gather important user data. These screens include age, gender, and medical history, which will be used to enhance the app's functionality for each user.
Home screen
Home screen
After a lot of iterations I have finalized this layout because it Simplifies navigation, reduces cognitive load for users. Centralizing key information helps users quickly find what they need improving the user experience.
Find a doctor screen
Find a doctor screen
Filters allow users to customize their search based on individual needs. Detailed profiles and reviews help build confidence in users choices based on specialties, ratings, and availability.
Filters allow users to customize their search based on individual needs. Detailed profiles and reviews help build confidence in users choices based on specialties, ratings, and availability.
Doctor Profile for appointment screen
Doctor Profile for appointment screen
Users get all necessary information to make informed decisions. The screen Provides comprehensive details about the doctor's qualifications, experience, and specialties. Clear call-to-action buttons make it easy to proceed with booking.
Prescription screen
Prescription screen
Users can manage their health records efficiently. Download and print options ensure users can access their prescriptions when needed.
Doctor profile for Emergency consultation screen
Doctor profile for Emergency consultation screen
Critical information and action buttons are easily accessible to minimize time spent navigating. Availability status helps users know if the doctor is ready for an immediate consultation.
Chat screen
Chat screen
Real-time chat addresses urgent queries without delay. Multimedia support makes the consultation more effective. Simple and familiar chat layout for ease of use.
Blog screen
Blog screen
Provides users with access to informative articles on various health topics. Engaging content keeps users returning to the app. Users can search and filter articles based on their interests.
Appointment screen
Appointment screen
By focusing on a clean and familiar layout, color coding, and easy navigation. I have made it simpler for users to keep track of their schedules. The reminder alerts help prevent missed appointments, ensuring a smoother and more organized experience.
consultation call screen
consultation call screen
High-quality video enhances the consultation experience. Includes live chat and file sharing during the consultation for a comprehensive experience.
Checkout screen
Checkout screen
The checkout screen was designed to streamline the purchasing process and keep users informed every step of the way. The goal was to make checking out as smooth and straightforward as possible.
Pricing Screen
Pricing Screen
The pricing screen was crafted to make understanding and choosing a plan straightforward and stress-free, helps users to easily compare options and select the plan that best fits their needs.
Original Design Issue
Initially, the prescription screen required manual entry of medications and symptoms, which was time-consuming and error-prone, causing user frustration.
Redesign Solution
To address these issues, we redesigned the prescription screen to enable updates via scanning and uploading prescription documents, simplifying the process and reducing errors.
*PS
I still need to explore the prescription understanding feature to ensure it integrates smoothly with the new scanning and uploading functionality.
THE SUBTLE FORGOTTEN DESIGN: PRESCRIPTION SCREEN
Original Design Issue
Initially, the prescription screen required manual entry of medications and symptoms, which was time-consuming and error-prone, causing user frustration.
Redesign Solution
To address these issues, we redesigned the prescription screen to enable updates via scanning and uploading prescription documents, simplifying the process and reducing errors.
*PS
I still need to explore the prescription understanding feature to ensure it integrates smoothly with the new scanning and uploading functionality.
THE SUBTLE FORGOTTEN DESIGN: PRESCRIPTION SCREEN
Original Design Issue
Initially, the prescription screen required manual entry of medications and symptoms, which was time-consuming and error-prone, causing user frustration.
Redesign Solution
To address these issues, we redesigned the prescription screen to enable updates via scanning and uploading prescription documents, simplifying the process and reducing errors.
*PS
I still need to explore the prescription understanding feature to ensure it integrates smoothly with the new scanning and uploading functionality.
THE SUBTLE FORGOTTEN DESIGN: PRESCRIPTION SCREEN
WHAT’S SO UNIQUE ABOUT EAZYDOC
WHAT’S SO UNIQUE ABOUT EAZYDOC
USABILITY TESTING 2
Results after testing 2.0
I conducted a second round of usability testing for EasyDoc, after iteration. Here are the key findings from the testing:
Completion Rate: 100% of users successfully completed the tasks.es to reach rural areas.
Time on Task: Majority of users (6 out of 8) completed the tasks in 10 minutes, with a few (2 out of 8) taking 15 minutes.
Error Rate: 0% error rate, indicating a highly intuitive and user-friendly design.
NPS Improvement: A significant 20% increase in NPS, showing higher user satisfaction.
Learnability: Positive feedback on the ease of understanding and using the app, attributed to its real-life experience.
THE END
It’s a wrap
It’s a wrap! While there's still more to research, like the doctor and CHO interfaces and the prescription AI assistant, the web app already meets patient needs. This project has taught me profound empathy for users—For healthcare interfaces must be familiar and intuitive. As the saying goes, you have to understand what they’re worried about, their fears, and what they’re trying to do.
Thank you for taking the time to read my case study. Your interest and attention mean a lot. Got any projects brewing in your mind? Let’s team up! Feel free to reach out.
