Healthcommand
Research Case Study
UX Research | Information Architecture | Branding | Wireframes
Summary
Client
HealthCommand, an early-stage health tech startup.
Goal
To determine product-market fit for a personal health data app by researching user needs
To develop an initial design concept, brand voice, and style guide ahead of app development
Role
UX Researcher & Designer.
process
Stakeholder Interview
Brand Goals
To make what occurs and what is discussed in the doctor’s office seem less obscure.
To empower the user to understand trends in their health through data visualization.
To develop expertise in unearthing patterns in their health over time and monitoring their own symptoms.
To make health data actionable and ultimately spur conscientious decision-making and healthy lifestyle choices.
To minimize the user’s uncertainty and confusion regarding the current state of their health and/or their health progress. We want to help tear down barriers to seeking care.
To make health records “convenient” and the property of the user.
USer research
Interviewed 5 people in face-to-face and phone interviews.
Interviewees were asked open-ended questions related to their experiences scheduling diagnostic tests, as well as receiving, managing, and sharing follow-up information related to the care they received.
We also discussed their relative comfort with utilizing mobile and web apps to manage sensitive information.
Research Synthesis / insights
People want to feel as if they “own” their health data.
Keeping track of results helps people with a psychological pain point:
motivation for positive health behaviors
decreases anxiety over “uncertainty” and a “lack of control”
Having results in layman’s terms makes users feel more comfortable about the appointment and potential follow ups.
Ideally in an easily-digested format (easy language, pictures, etc)
Users indicated that “forgetting”/misremembering key information revealed during an appointment was a concern
Documentation can overcome that concern
Users want to see trends or results over time.
Especially if they are monitoring a chronic health issue (such as diabetes or IBS) or working towards a goal (weight loss)
Certain security processes on iOS apps (the thumb print in particular) help make users feel secure in sharing their sensitive data (while maintaining a level of convenience).
Research Synthesis / User Needs
Secure data storage
Time-saving
Users don’t want to waste time calling, tracking down a fax machine, acting as a gopher between facilities
Money-saving
Reduce need for redundant tests, doctor visits, etc
Accessibility
Convenient, lightening-fast search functions
Health Literacy
Need health data to be presented in a digestible, easy-to-understand format
Visuals and easy-to-update graphs encourages users to both document their health progress and monitor results
“Take control of my own data” - information needs to be actionable and shareable.
Research Synthesis / Personas
Rebecca
Occupation: Healthcare Technology Sales
Age: 29
Gender: Female
Education: Duke University
Computing and Web experience: Comfortable uses web apps for work (email, web conference, productivity)
Personal Web behavior patterns: Uses social media (Facebook, LinkedIn, Instagram) daily, checks email, reads news (NY Times, FiveThirtyEight, etc.), logs food diary for physician
How they will use the site: Keep track of and share blood sugar and insulin levels with physician, manage blood test results
“Sharing any kind of information with my physician usually requires scheduling an appointment and a $50 copay. There needs to be a less expensive and time-consuming way to get an answer!”
Phil
Occupation: Freelance Photographer
Age: 34
Gender: Male
Education: SVA
Computing and Web experience: light HTML/CSS, online video editing expertise
Personal Web behavior patterns: Reads news, uses blogging platform (WordPress), shares/posts on video platforms (vimeo.com youtube.com),
How they will use the site: Have a full “ownership” of health data, keep track of quarterly ultrasound scan results, quarterly blood tests, yearly PE
“Getting ahold of the results from my yearly checkup is like pulling teeth. Not to mention, sharing those results with all my specialists who don’t talk to each other!”
Shahana
Occupation: Hospital Research Assistant
Age: 23
Gender: Female
Education: Penn
Computing and Web experience: uses EHR for logging patient research, statistical modeling applications (ex. MATLAB)
Personal Web behavior patterns: uses social media (Facebook, Instagram, Snapchat), watches videos on Youtube, Video chats with long-distance friends
How they will use the site: Monitor IBS-related imaging exam results (endoscopy, X-Ray, ultrasound), measure drug efficacy over time (blood tests), share notable findings with multi-person care team
“Every time I walk out of the doctor’s office, I almost immediately forget what they’ve recommended for next steps! Having visit notes in writing would be a HUGE benefit for someone like me.”
Branding
Brand Traits
Sturdy but not inflexible,
Secure but not austere,
Personable and friendly but not overfamiliar,
Is upbeat but does not sugar-coat.
Sophisticated without being pretentious.
Brand Voice
HealthCommand understands the user’s trust is the foundational element of their relationship.
HealthCommand intends to be intuitive, accessible for users of all levels of healthcare literacy and sophistication. HealthCommand wants to grow and learn with the user, by encouraging user feedback and user customization.
We are efficient but not hasty. We’re capable, considerate, and forward-thinking. We want to anticipate the user’s needs, and gently nudge them to make smart health decisions through data - as opposed to commanding them or guilting them.
Unlike a doctor’s office, we are “always on” and accessible.
Sample Product Copy
Login - Success
Welcome to HealthCommand. We’re here to help!
Success Feedback
Hooray! Your report has been added.
Error Feedback
Oh no! Looks like you forgot to include an image.
First File Share
Congrats on sending your first secure file!
Report Notification
Your results are here! Check out your latest lab results from (Lab Name)
Sitemap
Created a sitemap based on initial stakeholder interview and user research, to be refined with user testing.
Wireframes
Wireframes were created to get initial feedback on layout and content hierarchy before creating mockups.
Initial wireframes:
Later-stage wireframes:
Mockups
After the style guide and wireframes were vetted by the stakeholder, we created mockups for further feedback before moving into prototyping/testing phase.
Next steps
Further assess the viability/product-market fit of the solution through prototyping and user testing.