SALUTE
SALUTE
SALUTE
How might we help people consult their entire medical history?
How might we help people consult their entire medical history?
How might we help people consult their entire medical history?
In a Snapshot
In a Snapshot
In a Snapshot
The problem
The Italian Electronic Health Record Website, the tool through which citizens can trace and consult their entire health history has been neglected in terms of usability, user experience, and overall design. The users have negatively evaluated the service (especially in my region), and after critical analysis, it had been made clear that it needs to be completely deconstructed and re-conceptualized.
The solution
A mobile app to consult the medical history, book appointments, set reminders, and observe a recap of the most important events of the health history.
The process
The process
Empathize
Define
Ideate
Prototype
Test
Empathize
Define
Ideate
Prototype
Test
EMPATHIZE
Heuristic evaluation
The Italian Electronic Health Record Website, the tool through which citizens can trace and consult their entire health history has been neglected in terms of usability, user experience, and overall design. The users have negatively evaluated the service (especially in my region), and after critical analysis, it had been made clear that it needs to be completely deconstructed and re-conceptualized.
Survey
I then created, tested, and administered a survey with the aim of obtaining more information about the users, their behavior, experience, and opinion about the platform. The survey touched on the following topics:
Demographics
Habits
Trend of usage
Evaluation through the EUQ standardized questionnaire (Attractiveness, Perspicuity, Efficiency, Dependability, Stimulation, Novelty)
Possible improvements
Interest in new features
Major Insights from the survey:
Interviews
I conducted 4 interviews to get major insights into the participants’ need to be more adherent to prescriptions. I needed to understand whether it was a real need, what were the struggles, and the currently used solutions.
It’s a need coming both for those that tend to neglect their health and currently are non-compliant and for those that follow prescriptions and want more support in doing so.
Non-compliance comes from busy life
The first few weeks are the most difficult in terms of being compliant
Alarms and reminders seem to be the most working solution
I then conducted secondary research with the goal of having some theoretical knowledge about compliance and adherence to prescriptions.
Desk Research
I conducted secondary research on the participants’ needs and preferences for a mobile app rather than a website.
Apps connected to the national healthcare system require a simpler login if compared to websites.
A recent (2020) healthcare system app (Immuni) has been downloaded 21 million times, while the analyzed website has been accessed by 11 million people despite having been available for more time (since 2012)
EMPATHIZE
Heuristic evaluation
The Italian Electronic Health Record Website, the tool through which citizens can trace and consult their entire health history has been neglected in terms of usability, user experience, and overall design. The users have negatively evaluated the service (especially in my region), and after critical analysis, it had been made clear that it needs to be completely deconstructed and re-conceptualized.
Survey
I then created, tested, and administered a survey with the aim of obtaining more information about the users, their behavior, experience, and opinion about the platform. The survey touched on the following topics:
Demographics
Habits
Trend of usage
Evaluation through the EUQ standardized questionnaire (Attractiveness, Perspicuity, Efficiency, Dependability, Stimulation, Novelty)
Possible improvements
Interest in new features
Major Insights from the survey:
Interviews
I conducted 4 interviews to get major insights into the participants’ need to be more adherent to prescriptions. I needed to understand whether it was a real need, what were the struggles, and the currently used solutions.
It’s a need coming both for those that tend to neglect their health and currently are non-compliant and for those that follow prescriptions and want more support in doing so.
Non-compliance comes from busy life
The first few weeks are the most difficult in terms of being compliant
Alarms and reminders seem to be the most working solution
I then conducted secondary research with the goal of having some theoretical knowledge about compliance and adherence to prescriptions.
Desk Research
I conducted secondary research on the participants’ needs and preferences for a mobile app rather than a website.
Apps connected to the national healthcare system require a simpler login if compared to websites.
A recent (2020) healthcare system app (Immuni) has been downloaded 21 million times, while the analyzed website has been accessed by 11 million people despite having been available for more time (since 2012)
EMPATHIZE
Heuristic evaluation
The Italian Electronic Health Record Website, the tool through which citizens can trace and consult their entire health history has been neglected in terms of usability, user experience, and overall design. The users have negatively evaluated the service (especially in my region), and after critical analysis, it had been made clear that it needs to be completely deconstructed and re-conceptualized.
Survey
I then created, tested, and administered a survey with the aim of obtaining more information about the users, their behavior, experience, and opinion about the platform. The survey touched on the following topics:
Demographics
Habits
Trend of usage
Evaluation through the EUQ standardized questionnaire (Attractiveness, Perspicuity, Efficiency, Dependability, Stimulation, Novelty)
Possible improvements
Interest in new features
Major Insights from the survey:
Interviews
I conducted 4 interviews to get major insights into the participants’ need to be more adherent to prescriptions. I needed to understand whether it was a real need, what were the struggles, and the currently used solutions.
It’s a need coming both for those that tend to neglect their health and currently are non-compliant and for those that follow prescriptions and want more support in doing so.
Non-compliance comes from busy life
The first few weeks are the most difficult in terms of being compliant
Alarms and reminders seem to be the most working solution
I then conducted secondary research with the goal of having some theoretical knowledge about compliance and adherence to prescriptions.
Desk Research
I conducted secondary research on the participants’ needs and preferences for a mobile app rather than a website.
Apps connected to the national healthcare system require a simpler login if compared to websites.
A recent (2020) healthcare system app (Immuni) has been downloaded 21 million times, while the analyzed website has been accessed by 11 million people despite having been available for more time (since 2012)
DEFINE
Personas
After processing and analyzing the data, I created two different types of personas to fully represent the target audience and highlight common pain points.
User Journey Maps
I then created two user journey maps to concretize the actions that the user must take to achieve the goal, analyze the feeling and define the improvements that can be done to improve the user experience
Problem statement
DEFINE
Personas
After processing and analyzing the data, I created two different types of personas to fully represent the target audience and highlight common pain points.
User Journey Maps
I then created two user journey maps to concretize the actions that the user must take to achieve the goal, analyze the feeling and define the improvements that can be done to improve the user experience
Problem statement
DEFINE
Personas
After processing and analyzing the data, I created two different types of personas to fully represent the target audience and highlight common pain points.
User Journey Maps
I then created two user journey maps to concretize the actions that the user must take to achieve the goal, analyze the feeling and define the improvements that can be done to improve the user experience
Problem statement
IDEATE
Ideating a solution
After defining the problem statement I proceeded with identifying possible solutions to the underlined pain points. After various brainstorming sessions I defined the necessary features:
User flow
I then brainstormed and defined the flows that the users can take to carry out the task in the app.
IDEATE
Ideating a solution
After defining the problem statement I proceeded with identifying possible solutions to the underlined pain points. After various brainstorming sessions I defined the necessary features:
User flow
I then brainstormed and defined the flows that the users can take to carry out the task in the app.
IDEATE
Ideating a solution
After defining the problem statement I proceeded with identifying possible solutions to the underlined pain points. After various brainstorming sessions I defined the necessary features:
User flow
I then brainstormed and defined the flows that the users can take to carry out the task in the app.
PROTOTYPE
Paper prototypes
Not everything can be beautiful right away. Paper prototyping was the best tool to think through and validate initial ideas. I started sketching by hand the screens which I refined in the following stages of the process. This allowed me to quickly validate the single design choices
Wireframes
PROTOTYPE
Paper prototypes
Not everything can be beautiful right away. Paper prototyping was the best tool to think through and validate initial ideas. I started sketching by hand the screens which I refined in the following stages of the process. This allowed me to quickly validate the single design choices
Wireframes
PROTOTYPE
Paper prototypes
Not everything can be beautiful right away. Paper prototyping was the best tool to think through and validate initial ideas. I started sketching by hand the screens which I refined in the following stages of the process. This allowed me to quickly validate the single design choices
Wireframes
TEST
Usability Study
I then used the low-fidelity prototypes to conduct the user testing. The usability test was conducted with participants that differentiated in terms of age and tech savviness.
Moderated Sessions
5 Participants
7 Tasks
Error Rates and Drop off Rates as key performance indicators
“Recap” was the section that created the most difficulties in terms of navigation. After analyzing the participants’ performances, observations and suggestions I proceeded to redesign the “problematic sections” (recap, settings, and profile) and made small adjustments.
Design system
Final design
TAKEAWAYS AND NEXT STEPS
You are not the user!
In the first phases of the process, I found myself portraying my own needs and perceptions. Conducting primary and secondary research allowed me to base the design choices on the gathered data rather than on my own assumptions.
Break it down
Breaking down the work and categorizing the user needs and design requirements helped in working smoothly and proposing a concrete solution to a real problem.
Next steps: Treat everything as a prototype!
No matter how good a solution is, it can always be improved. I worked on this project on my own and I appreciated having the possibility to wear many hats. This was the first big iteration, I’m looking forward to involving more people and proceeding in adjusting and improving the product. Learnability and higher accessibility concern the next big steps.
Design system
Final design
Design system
Final design
TEST
Usability Study
I then used the low-fidelity prototypes to conduct the user testing. The usability test was conducted with participants that differentiated in terms of age and tech savviness.
Moderated Sessions
5 Participants
7 Tasks
Error Rates and Drop off Rates as key performance indicators
“Recap” was the section that created the most difficulties in terms of navigation. After analyzing the participants’ performances, observations and suggestions I proceeded to redesign the “problematic sections” (recap, settings, and profile) and made small adjustments.
Design system
Final design
TAKEAWAYS AND NEXT STEPS
You are not the user!
In the first phases of the process, I found myself portraying my own needs and perceptions. Conducting primary and secondary research allowed me to base the design choices on the gathered data rather than on my own assumptions.
Break it down
Breaking down the work and categorizing the user needs and design requirements helped in working smoothly and proposing a concrete solution to a real problem.
Next steps: Treat everything as a prototype!
No matter how good a solution is, it can always be improved. I worked on this project on my own and I appreciated having the possibility to wear many hats. This was the first big iteration, I’m looking forward to involving more people and proceeding in adjusting and improving the product. Learnability and higher accessibility concern the next big steps.
Design system
Final design
Design system
Final design
TEST
Usability Study
I then used the low-fidelity prototypes to conduct the user testing. The usability test was conducted with participants that differentiated in terms of age and tech savviness.
Moderated Sessions
5 Participants
7 Tasks
Error Rates and Drop off Rates as key performance indicators
“Recap” was the section that created the most difficulties in terms of navigation. After analyzing the participants’ performances, observations and suggestions I proceeded to redesign the “problematic sections” (recap, settings, and profile) and made small adjustments.
Design system
Final design
TAKEAWAYS AND NEXT STEPS
You are not the user!
In the first phases of the process, I found myself portraying my own needs and perceptions. Conducting primary and secondary research allowed me to base the design choices on the gathered data rather than on my own assumptions.
Break it down
Breaking down the work and categorizing the user needs and design requirements helped in working smoothly and proposing a concrete solution to a real problem.
Next steps: Treat everything as a prototype!
No matter how good a solution is, it can always be improved. I worked on this project on my own and I appreciated having the possibility to wear many hats. This was the first big iteration, I’m looking forward to involving more people and proceeding in adjusting and improving the product. Learnability and higher accessibility concern the next big steps.
Design system
Final design
Design system
Final design
Time
12 Weeks
Time
12 Weeks
Time
12 Weeks
My role
Solo UX researcher
and designer
My role
Solo UX researcher
and designer
My role
Solo UX researcher
and designer
Method
Primary research, Personas, User Journey
User flow, Wireframing, Prototyping
User Testing
Method
Primary research, Personas, User Journey
User flow, Wireframing, Prototyping
User Testing
Method
Primary research, Personas, User Journey
User flow, Wireframing, Prototyping
User Testing
Tools
Figma, Photoshop, illustrator
Tools
Figma, Photoshop, illustrator
Tools
Figma, Photoshop, illustrator