Despite a significant increase in the adaptation of electronic health care records by hospitals nationwide, patients have limited control over accessing their health data and contributing their health data to medical care research.
There is also lack of focus on user centered design in healthcare products and apps. Most of these products (like patient portals or insurance websites) are built without the patients in mind, and therefore patients have a hard time navigating and using these products.
The LEAP app aims to connect patients with their health data, giving them more access to their health care information and more control over who can get access to their information as well. The app hopes to accomplish this by rolling out two main features: a "my patient records" section and an "app storefront" section. The "my patient records" section would pull patient information from the "Health Information Exchange" which is a database that stores basic patient information. It would be our job to research and design the LEAP app to include the patient record section, the storefront, and a sample app in the storefront called StudyApp (a clinical trial app that would connect researchers to potential patients that qualify for their research studies).
This project is still in the works, but from September until now we have completed the client kickoff, competitive analysis, generative research, story map, and initial low-fidelity designs. We are in the process of creating the high-fidelity mockups, evaluating these mockups with 1x1 user testing, analyzing the data from the user testing, re-designing based off of the feedback, and presenting the final designs to the team.
Conducting a proper competitive analysis for a patient portal app was a challenge. In order to access these types of apps to conduct the competitive analysis, you typically need an account. Fortunately, my father is an Army Veteran and he granted me access to his MyHealtheVet account. My best friend also happened to have an account with One Medical and she granted me access to her account as well. I was then able to analyze the information architecture of these apps (specifically looking for what kind of healthcare information was being displayed), and look at different features these apps provided.
From conducting the comparative analysis of other patient portal apps, I drew multiple key findings, opportunities for our app, and questions that needed to be answered.
The first piece of generative research involved distributing user surveys in order to better understand the type of app we should be designing. We created a 20 question survey which was distributed to the participants of the focus group, there were a total of 8 responses. The following goals were established in the creation of the survey:
The second piece of generative research involved two focus groups, the first group contained 5 participants and the second group contained 7 participants. The participants were screened and recruited by the coordinators, Monique and Carmen. The went into the focus group interviews hoping to get a better understanding of what users would want or expect out of an app like this. We therefore created an interview script asking open-ended & generative questions around the following ideas:
Because the participant comments we were collecting was more qualitative, we decided to use Miro to complete an affinity diagramming exercise as a team. We recorded the observations onto the Figma sticky notes and grouped common themes into sections. As we grouped comments together, multiple themes emerged from the data. Below are a few selected screenshots from the affinity diagram.
The affinity diagram allowed us to see patterns of information emerge from the data, with 8 key themes mentioned below.
One of the biggest challenges during this stage of the project was properly advocating for our users while staying within the scope of the business and technical constraints. During the focus group interviews, users were clearly requesting features that we weren't sure were within the scope of this University funded project. We needed to find a way to ensure that the finished product matched the desired business outcomes (stayed on timeline), had impact with the users, and was also technically feasible.
Creating a user story map was the best way to tie our detailed knowledge from research into a familiar development framework. We could still map a user's journey through experience, but we would do it from a software point of view, using the language of agile methodology. This method was great during our stakeholder presentation because it allowed us all to get on the same page and the dev team/stakeholders could give us feedback on areas that were not technically or strategically feasible.
I created the first draft of the story map and briefed the purpose and structure of the story map to the Dell Medical Team. The story map was structured to give an overall plot of the LEAP app with the narrative flowing from left to right. The pink post-its represents goals (major milestones from the user-point-of-view). The row of yellow post-its underneath represent the backbone of tasks that users need to complete to move through the app. Underneath each yellow task post-it are sub-tasks that users need to complete to get the task done. I also organized the story map using colored borders. The red border was what we knew from previous stakeholder comments was out of scope of the app. A yellow border represented the 'Study App' that would be inside the app storefront. A black border represented competitive analyses for quick comparison. A green border represented scenarios that users could encounter while having to use the app.
The stakeholder presentation was very useful because we were then able to remove aspects of the app that were not within the scope (didn't have funding, didn't fall under the IRB approval, or wasn't technically feasible). Swipe right to see all the sections that were removed as a result of the stakeholder meeting.
As a result of the stakeholder meeting, we learned new key information that would be important when starting the initial designs of the app. We presented the team an 'ideal app' that included competitive analysis & user interview insights. Now we had to ground ourselves in reality and ensure the app took the business, user, and dev requirements into consideration.
Using the interview insights, competitive analysis insights, and stakeholder feedback we began designing the LEAP app. Myself and my teammate Saebom drafted designs of the 'My Health Record' portion of the app. I also designed the home screen as well. We approached the design process with the model seen below, making sure to iterate designs as we continued the ux process and new insights were developed:
I started sketching my ideas on paper instead of on figma or any other program, allowing me to quickly iterate and focus more on the content of my designs rather than styling.
After completing the sketching iteration exercise, I mocked up the low-fidelity designs in figma so I could present them internally to our UX team and also to the stakeholders for feedback and revisions.
Our UX team put together a presentation for the Dell Med Team with the goal of updating them on the work we had completed so far and getting feedback. We walked them through the latest updates, data analysis after the focus groups, concepts for different features (logging in, notifications, patient records), branding, and next steps. My slides are from slide 21 - slide 29.
To view the presentation,click here
We are currently in the process of creating the high-fidelity designs based off of the stakeholder feedback. Check back later for updates!