Putting healthcare back into the hands of users

A UX case study on redesigning of Healthhub app

This case study covers the research brief, methodology, synthesis, key research insights gained, solution and prototype.

The brief: The project is to redesign the mobile app for Healthhub.

Deliverables:
  • Mobile app (Prototype)

To come up with a redesigned mobile aPP based on business goals and user needs.


The Team

The project team consisted of a 3 man team: Elaine, Tom, and myself.

My Role

My main role was a product manager/UI designer for the team. As a product manager, I had to come up with the product strategy with my team. Because I have a background in the tech domain, I could bring in the landscape considerations for the wireflow of the product.

Toolkit

Research
Synthesis
Prototyping
Contextual inquiry
Affinity mapping
Lo-fi sketching
User interviews
Personas
Sketch
Usability testing
Heuristic evaluation
Content audit
Journey mapping

Context

HealthHub  —  A Singapore App developed by the Ministry of Health & the Health Promotion Board.

“As of end January 2017, the HealthHub website has had 8.5 million page views and over 84,000 Singaporeans have downloaded the app”

Understanding the Landscape

Their aim is to use technology to connect citizens with healthcare institutions
  • Citizens can access their personal health record
  • Empower citizens with information
Health Hub was built to support a variety of caregiver roles
  • Individuals
  • Parents
  • Caregivers

Research

Using the research tools, our Goal is
  • to understand how would they use the current Healthhub mobile app
  • to understand their behaviours, needs and goals towards general health management habits
  • to understand the different area of opportunities that we can create better experience
Click on images to enlarge
Persona (Rina)
2nd Persona (Emma)
3rd Persona (Bek Choo)
Customer journey map (Based on 1st persona)
Customer journey map (Based on 2nd persona)
Customer journey map (Based on 3rd persona)

Synthesize

Key Insights

First Insight
Users struggle to accomplish their goals because of significant usability issues, and overwhelming number of features within the app.

Implications
Users missed out on important features in the app and many dropped out after finding the app useless after using the app once


Second Insight
Users face high barriers when accessing many of the app’s services.

Implications
  1. Patients that are likely to require caregivers’ support, are least likely to meet these requirements
  2. Confusion within app increases the probability of users dropping out because of fatigue. For those that persist, app causes frustration when they are trying to get to the primary functions

Third Insight
A guided process to sharing health information with caregivers will greatly increase completion rates for task flow


We came out with our...

Hypothesis - We believe that by focusing the user experience of HealthHub
  • Putting health records back into the hands of users
  • Help users with low levels of tech savviness
Overarching mobile app redesign considerations
  • Users are guided to complete key processes within the app
  • People can easily find what they need
  • A lightweight app with only valuable features
  • App will take on a nurturing tone

Recommendations

  1. PROBLEM: Users struggle to accomplish their goals because of significant usability issues, and overwhelming number of features within the app 

    SOLUTION: To trim down the number of features provided and bring the focus back to the key features
  2. PROBLEM: Users face high barriers when accessing many of the app’s services

    SOLUTION: To trim down a layer of security so thay it reduces user fatigue
  3. SOLUTION: A guided process to sharing health information with caregivers will greatly increase completion rates for task flow
    • Allow both individuals & caregivers to start the process of sharing own health records
    • Provide in-app walkthroughs to give users a preview of the whole process
    • Empower customer service centres to enable individuals & caregivers to set up health records sharing in-person

Prototype

To view full prototype


Other Case Studies