MyHospital

Medical Service Aggregator

The project was created as part of a training course Google UX Design Professional Certificate.Google Career Certificates are part of Grow with Google, an initiative that draws on Google's 20-year history of building products, platforms, and services that help people and businesses grow. Through programs like these, we aim to help everyone – those who make up the workforce of today and the students who will drive the workforce of tomorrow.

MyHospital app

MyHospital is a medical service aggregator located in the capital of the region. MyHospital aggregates public hospitals and private consultations, making it easier for clients to find the right specialist. Their target customers are families with children, mid-level workers, newly arrived immigrants and students.

Families and new residents need to make an appointment to the hospital quickly and use a language they can understand, without speaking by the phone with operators. Design an app for MyHospital helps people make an appointment with a specialist, in the fastest and easiest way.

My role as UX Researcher & UX/UI Designer from start to finish of the project:

🔬 Conducting usability studies

📝 Conducting interviews

💡 Paper & digital wireframing

🔗 Low and high-fidelity prototyping

🦼 Accounting for accessibility

🔄 Iterating on designs

Understanding the user

User research

I conducted interviews and created empathy maps to understand the users I’m designing for and their needs. A primary user group identified through research was families with children, who have a busy work schedule and need to make an appointment to the hospital quickly.

The creation of empathy maps and user journey maps showed that the main problem of the target group is the process of making a call and talking with an operator to schedule an appointment with a specialist.

User pain points

Time

Families with children are too busy to make an appointment by phone

Language

Competitor products don’t offer different languages

UI

Navigation of competitor products is difficult and not very clear

Accessibility

Competitor products provide a limited amount of accessibility features

Persona

Persona: Victoria

Problem statement: Victoria is a mother of two children who has a busy work schedule, needs to make an appointment to the hospital quickly because operators who receive calls are often busy.

Starting the design

Paper wireframes

Taking the time to draft iterations of each screen of the app on paper ensured that the elements that made it to digital wireframes would be well-suited to address user pain points.

For the home screen, I prioritized round buttons for selecting a medical area and an input field for quick search to help users save time.

Low-fidelity prototype

Using the completed set of digital wireframes, I created a low-fidelity prototype. The primary user flow I connected was making the appointment with a specialist so the prototype could be used in a usability study.

Usability study

I conducted two rounds of unmoderated usability studies with 5 participants, length of 30-40 min.

The first study used a low-fidelity prototype. Findings from the first study helped guide the designs from wireframes to mockups.

The second study used a high-fidelity prototype and revealed what aspects of the mockups needed refining.

Participants

Participant A

"Everything is simple and clear, except for the moment of choosing a hospital and a specialist"

Participant B

"The application is very simple. It is very easy to make an appointment with a doctor"

Participant C

"I did not like it. I don't see complete information. I want to make appointment not for myself, but for someone else, but I do not see how this can be done."

Participant D

"Maybe due to age, or due to some of my erroneous actions, I can’t understand how I can see my appointment. I go to Favorites, but there are a lot of erroneous appointments that I can't remove."

Participant E

"I liked everything, except for the moment when I chose the hospital and it didn’t work, apparently there was a mistake.

I would use such an application to make an appointment with the doctor. Often there are applications that are clogged with unnecessary information. And in this application, everything is clear."

Usability study: findings

Round 1 findings

Detailed information about specialists is necessary for most users
Some users want to make an appointment with the doctor as soon as possible
Appointment information is difficult to find for some users
Date and time for appointment is difficult to choose for some users

Round 2 findings

Users want to be able to cancel the selected date and time of appointment
Inability to make an appointment with a specialist from Favorites
Users want to see notifications on the main screen

Refining the design

Key mockups

High-fidelity prototype

The final high-fidelity prototype presented a more detailed and consistent user flow, with viewing the specialist’s profile in Favorites and the ability to make an appointment directly from there.

This video shows the main user flow and the additional features in the MyHospital app.

Accessibility considerations

1

I provided interface for visually impaired and Text-to-Speech technology

2

I used icons to help make navigation easier

3

I used WebAIM Contrast Checker for every color combination to comply with WCAG 2 requirements for contrast and color

Going forward

Takeaways

The app makes users feel like My Hospital really thinks about how to meet their needs.

One quote from study participant:

“I would use such an app to make an appointment with the doctor. Often there are apps that are clogged with unnecessary information. And in this application, everything is clear.”

While designing the MyHospital app, I learned that the first ideas for the app are only the beginning of the process. Usability studies and peer feedback influenced each iteration of the app’s designs.

Next steps

1

Conduct another round of usability studies to validate whether the pain points users experienced have been effectively addressed.

2

Conduct more user research to determine any new areas of need.

Next project

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