medtech onboarding project
Case Study
User Research | Sketches | Wireframes | Prototyping | Usability Testing
Summary
Client
FrontierHealth, a global marketplace connecting early-stage MedTech innovators with over 200 healthcare providers and clinics around the world.
Goal
Drive user acquisition through identifying user needs and leveraging insights to improve the onboarding flow.
Role
I led our user research process, conducting 1:1 interviews and user testing. I also created sketches, wireframes, and facilitated some design sprints.
Impact
Insights led to initial customer acquisition.
Process
Foundational Research
Stakeholder Interview
To uncover the problem we would be focused on solving, we worked with our stakeholders to understand their goals, their business needs, and their constraints.
We sketched out the existing landscape for their platform and mapped both their current and ideal onboarding flows.
Competitor / Comparative Analysis
Assumption Mapping
We outlined key assumptions and grouped them by category: distribution, product, and sales. We then developed our hypotheses based on these assumptions, and structured our interviews around validating and testing them.
User Research
Personas
Affinity Mapping
We wanted to understand the commonalities between our user interviewees, so we created an affinity map. This allowed to uncover pain points, goals, product needs, etc.
Card sorting
We performed a card sort exercise to help define the initial onboarding flow process.
User Flows
We mapped out user flows based on initial user research and planned to iterate on them based on feedback from user testing.
Sketching
We held a design studio and created sketches, then held a dot voting session to refine our sketches further.
Wireframes
Based on the stakeholder feedback on the initial sketches, we modified our designs and created wireframes.
Prototyping
We created a clickable prototype to begin testing on our initial flow and mockups.
User Testing
We conducted usability tests remotely using GotoMeeting and identified the following issues:
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Implementation / next steps
We are currently iterating on the clinician onboarding process with feedback from Nairobi-based clinicians. From there, we plan to implement the updated designs for both the innovator (supply) and clinician (demand) flows. Stay tuned!