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Overview


ConnectMyHealth is a healthcare portal that allows users to view and manage their healthcare information all in one place.

As the sole UX Designer, I led the end-to-end conceptualization, design, iteration, and research to redesign and streamline the application experience, and I also drove stakeholder alignment by educating key stakeholders about the value of UX Design and Research.

Through user research, I identified key pain points within the existing experience, and incorporated study findings to iterate on wireframes. I ultimately created a polished, high-fidelity solution that consolidates crucial healthcare information, reduces frustration via a seamless onboarding experience, and empowers over 4+ million individuals to make holistic decisions about their health through streamlining key flows such as test results, login/onboarding, allergies, and trending results.

Problem


The existing desktop and mobile applications were complicated and confusing for the average patient and caretaker, while the mobile app was clunky and used outdated patterns.

Process


As a team, we decided that it was most important to create a seamless healthcare mobile app experience that enables and empowers users to make informed decisions and actions about their health all in one place. I started with a competitive analysis and a heuristic analysis of our existing experience (below). Although it was clear to me from my initial browse that the experience was extremely clunky, I conducted user research to gather data. However, not all stakeholders were aligned with doing a usability test — they insisted on focus groups to align with their governance policies and what they thought to be “user research.”

After delivering a presentation to educate and align my team on the value and importance of user research, stakeholders were aligned. I conducted a baseline usability study on the existing application’s experience, and distilled actionable next steps to my team. The study focused on the navigability and user experience in 4 key areas:

a) Login/Onboarding, b) Allergies, c) Test Results, and d) Trending Results.

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How might we redesign an existing, outdated healthcare platform into a net-new healthcare mobile application that empowers the everyday patient to effectively manage and make informed decisions about their healthcare?

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BEFORE