Health Wallet
Project 1/2
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Aug 2022 - Dec 2022 (~5 months)
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Regard,
Kittika Krataithong
(Head of Customer Experience)
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Role: 1/3 UX Researcher
Regard Ajana Rojthana (Lead UX), Worraluck Chojareanrat (UX Designer), (Me) Apiwat Pankosol (UX Designer)
Project Goals:
Pitching with government hospital
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What is Health Wallet & Context:
problem:
CEO see the problem when patient transfer hospital or treatment more than 1 hospital both Thai people and foreigner who want to do treatment in foreign.
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idea:
Health Wallet that able to connect patient info with every hospital that make everyone easy to transfer hospital, can see the health info every where & every time and use the blockchain technology for protect the patient info and able to generate crypto currency.
Research Plan​
Our team create the UX roadmap for 4-5 months in the first phase.
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UX Research types:
Evaluation Research
UX Research Objective:
Understand the Thai patient in Bangkok and perimeter about healthcare problem for recheck hypothesis idea and creating the early adopter persona for decision to move forward or not?
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Empathize​
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Conclude the goals & hypothesis
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Desk research
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Competitors research
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Quantitative
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Qualitative
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Define
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Conclude the result & insight
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Early adopter persona
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Customer journey (As-is, To-be)
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Define the real need & pain point
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Checkpoint
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Align with direction/ hypothesis idea?
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Continue? Adapt? Stop?
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Ideate
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Ideas workshop
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Quick sketch (low-fidelity)
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Quick test wireframing (survey/ onsite)
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Storyboard
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Prioritize idea
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Prototype
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Mid-fidelity/ High-fidelity
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Test
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Choose the interviewee by new hypothesis early adopter persona
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Design testing section
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Testing
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Analysis & Report
Desk Research​
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Our team has divided the research plan for the Health Wallet project into separate tasks focused on exploring various aspects such as
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Personal health records (PHRs)
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Electronic health records (EHRs)
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Omics
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Biometric
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This approach will allow the team to thoroughly investigate each component and develop a comprehensive Health Wallet solution.
Competitors Research​
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We separate the UX competitors research is PHRs health product and EHRs health product by focus on reviews, target, SWOT, Usage, UI mood & tone, compare feature and workflow
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Summary ex.
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Health Wallet should not make activity tracking feature because
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accurate of activity tracking (footstep, Kcal, Speed...) it's depend on the device
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wearable device market is highly competitive (Apple watch, Garmin, Sumsung...)
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activity tracking application able to link API
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then in the prediction the risk of disease feature (Omics), we can link API from activity tracking application
In the personal health information (main idea) that we have 3 competitors (private hospital) which will create the application for themselves but no one that create for public hospital
Quantitative research sample​
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200 people to engage with our MAZE online questionnaire which
our team designed 4 parts
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Health behavioral
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Personal health information
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Health technology behavioral & attitude
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Pain-point, Need & Goals
The objective of the online questions is to find the main pain-point, support developing the persona and find the next interviewees.
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Insight
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Only a small percentage of them move hospitals frequently.
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People don't care about the blockchain, decentralization and privacy of health data.
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Most people want to see their health data. Want to know what disease you have, how many different values, and what is the risk of getting any disease.
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8 interviewees & Qualitative research sample​
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My team focuses on innovators and early adopters as main personas.
My team aim to recheck patient requirements, create main personas, and gather information about their behavior, attitude, and pain points to achieve this, my team will design hypothesis personas, conduct screening interviews, and create the interview structure, matrix, and questions.
Empathy Map & Affinity Mapping​
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8 interviewees that my team analyzed with an empathy map
and affinity mapping for creating the main persona by focusing on
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behavioral
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taking care of yourself
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taking care of your family
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hospital experience
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health technology experience​
Insight
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Patient worry and concern in deep health information, them want to see overall and get the healthcare personalize suggestion.
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Patients often like to compare lab result/ health check-up result because they must to health check-up every 2 times/ month.
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Patient has a problem is bring a lot of health info paper to the hospital in every time and most time forgets the suggestion of the doctor.
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Primary Problem
Health information is scattered that making it difficult to understand their overall health information
Ideation Workshop
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"Easy to see & understand personal health information
in everywhere & every time"
Ideation Summary
Re-Design Sample
after I getting the feedback from "Add Lab Result/ health check up" problem
Improvement
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One of main feature is Connecting the patient health information between patient and every hospital & clinic
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Ideal solution​
Patient health information in every hospital & clinic that auto connect with application
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Current solutions
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User scan/ upload the lab result photo and AI system will scan to be quantitative information for transform to visualization (Unable)​
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User manual to add/ fill health formation (Lab result/ health check up) in fixed form (✔)
Problem
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User loss attention during adding lab result form in the "Fixed Form"
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more text
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cognitive load
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The “fixed form” not match with real life because user take health checkup in various hospital and get various form. Then the health information order in each of hospital will different with fixed form of this application, make user take a long time and not easy to use "add lab result" feature.
Low fidelity Sample
"Add Lab Result" feature
New steps
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User choose hospital that user take lab result/ health check up (affects to lab result type)
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User choose lab result/ health check up types (affects to the form)
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User upload/ import/ take photo the lab result in each of one page
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User can "saved" ! because adding the lab result that take a long time
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User can use "health visualization" by transformation the lab result file to quantitative information by AI auto fill that will help user save the more time.
Mid fidelity Sample
High fidelity Sample
Wireframe testing report
Coming Soon
Project 2/2
Ever Healthcare
July 2022 - Feb 2022
This platform provides a variety of quality medical clinics and procedures packages from Thailand, Korea, Turkey, and Mexico. Its main target audience is foreign visitors who can book appointments through the website or app, and communicate with the care concierge via chat.
Role: Lead UX Research
Regard my team Rungrawee Arasakit, Sawarin Wannachawee, Sirapassorn Champa, Nawarut Srisung.
UX Research (Audit) Objective:
Discover and prioritize the website page which there is the impact per the user and there are more problem or make bad experience per the user for develop the website.
UX Audit plan
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I design the research plan for 4 months to audit all website page and all user flow of Ever Healthcare and bring to prioritize for Usability Testing and ideate the best soulution.
Sitemap Information Architecture level​
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Firstly, our team create information architecture of website for recheck user-flow and we have a plan for tree testing.
Google Analytics & Excel​
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Our team collaborates with the marketing team and patient experience team for prioritize the problem & opportunity and create the As-is user flow.
Google Analytics help our team define the current user flow, drop-off, entry-point, and conversion rate that our team can compare after testing (quantitative, qualitative).
Audit user experience of Ever healthcare & prioritize
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Our team audit the UX and UI by dividing the importance into good default, need improvement, quick fix and new idea. We audit about 50 pages and bring it to prioritize importace by included the report from Google analytic.
Competitor analysis (Feature)
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Our team collaborates with marketing team for share competitors research and we concern both inbound, outbound (Australia, Mexico, Turkey, China, Korea, CLMV) and we analyzed since lead source, channel, top procedures, SWOT, target and other.
Competitor booking flow comparison
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Auditing the booking flow of 6 competitors both direct & indirect which can provide valuable insights into common pain points and areas for improvement. To conduct the audit, you can follow these steps:
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Identify competitors: Choose a mix of direct and indirect competitors to review.
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Study the booking flow: Evaluate each competitor's booking process from start to finish, including the user experience, design, and functionality. Take note of any pain points or areas for improvement.
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Collect ideas: Identify best practices and innovative solutions used by competitors that you can use to improve your own booking flow.
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Create a new user flow: Based on the information collected during the audit, create a new user flow that takes into account the pain points and ideas gathered. Ensure that the flow is easy to follow and provides a seamless experience for users.
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Wireframe testing: Create wireframes to represent the new user flow and conduct user testing to validate the design and identify any further areas for improvement.
Usability Testing & Report
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Firstly, our team decide to choose the clinic booking flow for making the usability testing because currently, that flow there are many customers interested and contacted with customer support but still not able to sale end. We set the interviewee type is foreigner and there is a plan or interest in surgery procedure.
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“Test the website page (Not interviewee) with real user
for collecting the feedback to developing and make people receive
the best experience and high medical quality.”
We told to the interviewees
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“Whatever you are thinking or feeling as you thought it.
To be honest this is test website not you.”
Our team concern in think aloud process because that is main factor for we get the real insight feedback, so we will have think aloud trial before we start the real usability testing.
Measurement
After testing with 5 interviewees, our team prioritize problem, page task, SUS socore, CES score, CSAT score for make a usability testing report.
Before
Re-design Sample (1/8)
Low Fidelity
Mid Fidelity
High Fidelity
Showcase of my user interface skills
Before & After​
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Our team choose the search page is the main priority that should Quick Fix
because after we UX audit, analysis competitor and usability testing which the most interviewees take a long time (>2 mins) and interviewee will drop-off in this page
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I design a new the search page wireframe by base on feedback, 10 heuristics, design principle and mental model of customer who would like to do aesthetic surgery.
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Ex. The most interviewees not concern hospital building image but them decide from result or Before-After surgery image/ video reviews
Next Step​
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My team will bring Usability Report, Google Analytics, Problem & ideas board to brainstorm with every team to find direction and solutions. We will be testing the wireframe with online survey (Maze) by measurement with SUS, CES scores.
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In parallel, our team designs a user flow (To-be) after understanding the usability testing feedback for comparison with the user flow (As-is).
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Present
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Currently, I will create the service blueprint (As-is & To-be) both
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Foreigner customers to Thai clinics (direct)
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Foreigner (Chinese) customers to Thai clinics (indirect - agency)
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Thai customers to Korean clinic
