Case study: redesign an app to help travellers find doctors abroad
Here comes my final UX/UI project at Ironhack. This time we’re working with a client to solve a problem they are facing now, we’re two UX/UI designers Elena Yiuw and we have a duration of 2 weeks.
The client
For 63% of us, a language barrier is an obstacle during a medical consultation abroad. Bakup is the platform for connecting travelers and healthcare professionals who speaks their language. They have several services to offer such as the health pass, a wallet, hotel reservations.
The challenge
Redesign the traveler’s flow on iOS native app.
Further on, to implement a full traveler’s dashboard with hotel and travel agency partnerships.
UX process
1. Research
To start the UX process, we’ve done several market research to understand the business and its competitors. The competitors of Bakup are other platforms which allow users to connect to local medical health support. Here’s a brief analysis comparing their features. We can see that the advantage of Bakup is the insurance part among all these platforms.
Then we did a branding comparison to compare their strategies. Bakup’s business model is B2B->B2C, they’re working with hotels, travel agencies, insurance companies and other third parties. So which means a lot of opportunities and possibilities to promote the brand.
We then create the brand positioning map, our ideal position is like Airbnb, an international app with multiple features for more experiences. The stakeholders want their app to be a platform in which you can not only connect to local medical professionals but also to be able to explore destinations and find updated government news about travel requirements and fulfil a traveler’s experience on it.
Quantitative Data
We conducted a survey about finding local medical healthcare when traveling abroad and received 30 responses, here’re some key findings:
Qualitative Data
To better understand our users, we also conducted an interview with 5 users. Here’re some quotes:
When I was traveling in Portugal, it was hard for me to find PCR test center. Language was the barrier and also I couldn’t find enough info online. — Norris
I was surprised with the fee because I had no idea how much it costs. — Jessie
I want to be able to choose doctors who speak my language.— Céline
I called my insurance and they told me to google. — Delphine
Affinity Diagram
After we clustered the findings by category, we found these repetitive patterns:
- Language is the barrier
- Search online for medical help
- Need to know the price before consultation
- Would like to use an App to book appointment with doctors abroad
2. Define
With all the information we obtained, we then created our primary user persona — Camille Cook, the world traveler.
Next we created a user journey map for Camille. She goes to Lisbon for vacation but suddenly she has the need to see a dentist. Her goal is to know in advance that her insurrance will take care of the consultation and find the nearest and adapted doctor for her. She wants to make sure the doctor speaks her language also.
Problem Statement
Travellers need a way to find adapted doctors according to their criterias (language, qualifications, speciality, location, and insurance coverage) because they are in a foreign country.
Hypothesis Statement
We believe providing an app based on personalised criterias for travellers will achieve their need of finding the right local medical support. We will know we are right with schedule appointments increased by 10% in the next 3 months.
3. Ideate
To ideate, we used Moscow method to define the must have, should have, could have and won’t have for our app. The basic features should be ‘select doctors by specialty/ language’, ‘geolocalisation’, ‘select insurance partnerships’ etc.
User flow
The user flow of Camille is to download Bakup — find doctors who speak her language & near her — book appointment — pay for the consultation on the app — explore the app.
UI Process
4. Prototypes & testing
Low-fi sketches & concept testing
The followings are some low-fi sketches we’ve drawn for redesigning the app. On the landing page it’s a map which shows location and also doctors in the zone. Their previous app doesn’t have a nav bar and we add a nav bar on our redesign version because it’s essential to let the users navigate through the app.
We also conducted a concept testing on our low-fi sketches with 5 users, here’re some feedbacks:
There is no doctor page.
Apply button is missing.
I am lost about the insurance so it would be good to have explications.
Wants to see ratings on doctors’ cards.
Mid-fi wireframes & usability testing
With the concept testing results we then moved on to build our mid-fi wireframes. Here’s the first version of our mid-fi and we made some modifications with usability testing.
As usual, we conducted a usability testing on 5 target users and also one testing with our client, here are some really useful feedbacks:
Separate ‘name’, ‘last name’ on the onboarding page.
Instead of rating, just show badges that doctors received.
Before validation, ask if the patient has ‘symptoms of covid’.
It is better to say we have to pay only 1 time per year and not every time we use the app.
Moodboard
Before moving on hi-fi, we designed our moodboard which is related to medical / travel but with a warm and friendly vibe.
Style guide
For the colours and style we’re inspired from Bakup’s actual graphic chart. We chose this gradient sandy orange as our background colour as we don’t want to ruin our users happy traveling mood with too serious colours.
As for the typography, we chose Open Sans for buttons and titles while Raleway for paragraphe texts.
Hi-fi and desirability testing
With all the precious feedbacks we’ve received, here’s our final version of the hi-fi prototypes. We also conducted a desirability testing on 5 users and happily the feedbacks turn out to be good:
The color make you feel good and confortable.
I like the map like that, it’s nice !
It is reassuring to see all doctors around me!
Takeaways and next steps
We’ve learned a lot through this collaboration with Bakup, it’s not easy to complete a project like this within 2 weeks especially we have to validate several parts with the clients. But we’re happy and proud of our outcomes!
Main takeaways
There’s still much space to improve the app.
UX/UI Design is related to the company strategy (whether it’s B2B or B2C).
It’s not always easy to find proper users to do interview or testing.
Consistency is really important throughout the whole UX/UI process and you really need to be detail oriented when creating things.
Finding a balance between stakeholder demands and user needs is essential.
Next steps
Finish designing the Baktrip section, it’s a really interesting part in the app and I think it could be intriguing to the future users.
Maybe create an offline version should be important also, because sometimes travellers could find themselves without internet connection abroad. So it’s important for Bakup to develop this offline mode for the app.
Do more testing and launch the app!
A big thank you to Bakup team for always being present and available for us during our project. And especially for giving us this opportunity to collaborate together on this amazing project! Infinite thankfulness from my heart!
