MedX — Case Study

Mobile App Design

The third project in the UX Design Professional program at RED Academy was to design an app for medical services in the Greater Vancouver area.

The Opportunity

There are hundreds of walk-in clinics and medical centers in Vancouver. These services are absolutely necessary as everybody will use them at some point in their lives, but are notorious for the long wait times and the booking processes generally aren’t the most pleasant thing either. In addition to this, testing services are managed by a different company and people are required to register with them to receive their results.

However, as inconvenient as these services can be at times, there is an opportunity present here:

To create a unified app that allows residents of the Vancouver to quickly access information about local medical services at ease.

Some main goals for this project were to enable users to:

  • Discover the closest and best clinics on their a mobile devices.
  • Register for an appointment for a service they are interested in.
  • Access their medical data.

Meet The Team!

MedX Design Team

Research & Planning

To start off the research we conducted a survey over social media to find out what is most important to people when searching for a medical center. The survey included some questions such as:

  • What are 3 medical services you use the most?
  • What is important to you when finding a medical center?
  • How do you find a medical service center?

From this we received 28 responses. We then interviewed a total of 8 people to gain a deeper understanding of their pain points and needs when using medical services.

We gathered a lot of information so as a group we put together an affinity diagram to help organize our data.

Key findings:

  • Family doctor and walk-in clinics are the most frequently used services
  • Convenience is important factor when choosing a medical service
  • Trust and credibility is a common concern when looking for a medical service
  • Long wait times is a common frustration among users
Our team working on the affinity diagram

Domain Research:

We searched around the web to see what other services similar to ours offer and created a competitive/comparative analysis based on our findings. We discovered that there is currently no other app that covers all of our users’ needs.

Based on our findings from the research we gained a clearer idea of who our primary users are and came up with the following 2 personas: Adam Devine and Amy Santiago.

Taking the data that we collected from our research we made a list of all the possible features to include in the app. Using post-it notes we then sorted each of the features into different categories (must-haves, nice-to-haves, not necessary) to help us see what our priorities are.

The next step was to plan our flow around the goals and pain points of our users to create . Since we have two personas, we created two 2 flows:

  • Finding a walk-in clinic
  • Finding a doctor and booking an appointment
  • Viewing medical history
MedX User Flow

Design

We began drawing out basic wire frames as a team to get our ideas out of our heads. From this we discussed what we were going to keep and what needed to be changed before sketching it out on paper.

Some quick white board sketches.
Paper wire frames

Choosing the color scheme was a challenge and something we really took our time with. Going back to domain research we found that many medical services had a green color theme so we decided to go with a similar green to give it that professional medical feel. We tested out many different tones and decided to go with the color palette shown below.

Color palette for MedX

The typeface was another aspect that we chose very carefully. It’s a medical app so it was important we use a font that is both professional and easy to read. We eventually settled on SF UI Display (below) and Helvetica Neue.

MedX Typeface — SF UI Display

Test. Iterate. Repeat.

We tested our product with two prototypes: a low fidelity paper prototype and a med-high fidelity clickable prototype.

Paper prototype: we tested on 4 people to find out how easily they can navigate through the app.

Clickable prototype: Testing on 12 people, we were able to determine the overall functionality, and whether or not the language used was appropriate, readability and color scheme.

Key Findings:

  • We found that it would be helpful for users having a little bit more information about the doctor without having to leave the page. To solve this, we created an expandable view (activated by tapping on the desired search result) so that users can easily see more details while staying on the same page.
  • Some users were confused by the call to action buttons so we made some changes making it more clear that they are clickable.
  • The word “proximity” on the filter bar wasn’t clear for some users as it’s not as commonly used so we changed it to “distance” to make easier to understand.

Prototype

Family Doctor Flow (Scenario 1)

Amy recently found out that her family doctor has retired. She needs to find a new family doctor so she talks to her friends, searches online, but has difficulty and finds the entire process to be very frustrating. She wants to find a new doctor and book an appointment all with MedX.

Medical History Flow (Scenario 2)

Amy wants to check her medical history with MedX after visiting the the doctor.

Walk-in Flow (Scenario 3)

Adam is always busy with school and staying up late studying for exams. Asa result he often gets sick and ends up having to go to the clinic quite often. He hates the long wait times and the commute to get to the clinic. He wants to find a clinic with the shortest wait times using MedX.

Project Summary

With our final design we were able to create an experience which solves the main frustrations of the users when using a medical service in Vancouver. 
Given our time constraints, there were a few ideas that did not make it into the final design but are considerations for the future.

Some of these include:

A ‘favourites’ feature that allows users to save their favorite clinic and doctor information all in one place.

Ability to import clinic information to contacts list so they can store clinic phone numbers at any time by the click of a button.

All in all, MedX is a medical services mobile app for the Greater Vancouver area that allows its users to find the closest clinics, register for appointments, and access their medical history for a unified, streamlined experience.

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