Access Health

Access Health App, designed for android and iOS, enables patients to schedule medical appointments easily and providers to manage their appointments efficiently.

Team

Access Health App, designed for android and iOS, enables patients to schedule medical appointments easily and providers to manage their appointments efficiently.

Responsibilities

Primary Research , Secondary Research, Storyboarding, Wire-framing, Prototyping, Visual Design, Usability Testing

Background
Access Health is a solution owned by Vip StarNetwork, which partners with companies that need medical assistance for their employees or participants at events, concerts, and sports events. To date, VIP StarNetwork has successfully managed over 1000 events and served over 250,000 people, including providing medical assistance at the Qatar FIFA World Cup 2023. Prior to the implementation of Access Health, the appointment management of Vip StarNetwork was conducted manually. With the augmenting demand for events, the company sought an alternative solution that could address the issue and concurrently facilitate the effective management of appointments by both patients and providers.
Business Goal
Meetings were held with the CEO, executive team members, and product team to establish business goals and priorities based on significant event timelines for VIP StarNetwork.
Create a user friendly solution for managing multiple events and high volume of end users.
Reduce the cost and manpower for managing medical appointments.
Design solution for appointment, covid vaccine/ test and e-commerce platform for medical equipment.
Process
Understanding the user
Based on our gathered insights from interviews and previous engagements with end-users at Vip StarNetwork, we segmented our end-users into three groups: Patients Medical Providers Vip StarNetwork Admins. However, due to time limitations, we were only able to conduct 5-6 interviews per user group.
Patients The term "patient" typically refers to a broad group of users, but in this study, patients refer to a specific group of users who are traveling for an event (such as business events, conferences, concerts, or sports events) and require medical assistance in the city/area they are visiting.
VIP StarNetwork Admins The VIP Star Network administrators are either employees or contract workers who provide assistance and facilitate the scheduling of medical appointments on behalf of medical providers and patients.
Medical Providers The VIP Star Network administrators are either employees or contract workers who provide assistance and facilitate the scheduling of medical appointments on behalf of medical providers and patients.
The Problem
The team comprised of designers, product managers, business analysts, and medical providers held several meetings to pinpoint the problems they faced or observed during previous events where they provided medical assistance. Furthermore, we conducted interviews with patients, medical providers, and VIP Star Network staff who had been involved in the medical appointment process. After gathering the data, the design team commenced its analysis, with the lead of the exercise transcribing the interviews onto a MIRO board. Through identifying patterns and themes, the lead successfully summarized the scope of the problems into four distinct areas.
  1. VIP StarNetwork utilized manual data management for appointments.
  2. Manual appointment check-ins were performed.
  3. Communication between provider and patient and vice versa was challenging.
  4. There was limited visibility of medical providers to users.
  5. Appointments were difficult for both providers and patients to manage.
Opportunity
VIP Star Network Automate the medical appointment data management for patients and doctors.
Patients Provide a medium to make the communication easy between medical providers and patients. Give users power to browse and choose from list of providers.
Providers Provide a medium to make the communication easy between medical providers and patients. Create solution for provider to manage the appointments easily.
Market Research
Detailed market research and analysis on similar competitive products.​ Discover how competitors solve similar usability issues Learn about failures and how to avoid them Determine competition strengths and weaknesses Learn about design trends and innovation.
Design Process
Ideation
At this point, we possess a substantial amount of data along with a solid understanding of the problems and opportunities. However, we must still transform these concepts into an actual product. As a result, we commenced the brainstorming phase and engaged: Business stakeholders to ensure that everything aligns with the business objectives thus far. Engineers to brainstorm technical constraints that must be taken into account. Designers and product managers to generate user flows and design concepts.
During this phase, several significant decisions were made, including: Designing a native mobile application for patients on both IOS and Android platforms. This decision was made due to the fact that patients will be on the move and engaged in the majority of the appointment booking process. Developing a web portal for VIP Star Network administrators and providers. Based on our interviews and research, we found that most VIP Star Network members and providers use desktops or laptops during the appointment scheduling process. This decision was also made due to the time constraints we faced. Additionally, based on feedback from our engineers, building a web portal was easier and faster than creating a mobile application.
A further brainstorming session was held, involving business analysts, designers, and product managers, in order to define user flows, screens, components, and features.
Wireframing
Following the Ideation round, the company brought on an additional UX Designer and divided the wireframing and design responsibilities into two teams. Team "A" was tasked with designing the native application for patients, while team "B" was responsible for designing web portals for providers and the VIP Star Network admin. As the lead designer for the Access Health app for patients, I utilized Figma to design the wireframes. Some of the user flows for which I designed the wireframes include: Sign in/Sign up. Search for medical providers with available appointments. Book an appointment with a chosen provider. View details of upcoming or past appointments. Edit user profile information. Contact the provider or VIP Star Network for further inquiries.
Hi Fidelity Design
Using the design system and wireframe we were successfully able to create hi fidelity design and interactive prototypes for engineers.
Usability Testing
After finalizing our designs and handing them over to the development team, we had more bandwidth to work with. Thus, we decided to conduct usability testing on our prototype to achieve three objectives: Identify potential opportunities. Understand user behaviors. Discover and resolve problems with our product. Due to limited time and resources, we opted for unmoderated testing and used UserZoom as our testing platform. A total of 20 users participated in the testing process.


Findings : The results showed that users appreciated the simplicity of our user interface, as evidenced by feedback such as "UI is really simple and intuitive." However, we also discovered that 9 out of the 20 users failed to notice the "contact provider" button. This feedback, along with other similar comments, allowed us to refine the UI before deploying the app on the app store. It is worth noting that all 20 users were able to successfully complete the task scenario that we provided to them.