iShareHealth | Charlie Elias

< Back

PROJECT OVERVIEW

Timeline: 4 Months.

Role: Lead Designer & Researcher.

Tasks: Synthesis, Ideation, Wire-framing, Visual Design, Branding.

Research Methods:

Conducting user interviews.
Performing competitive & comparative analyses
Iterating & ideation.
Wire-framing.
Prototyping.

Techniques: Affinity Mapping, User Personas & Flows, Task Flows, Feature Inventory, Site Maps.

Tools: Canva, Figma, Jira, Miro, Trello, and GitFlow.

Type: Cross-functional Project.

Client-facing project: Yes.

Partnership: FDA, U.S. Census Bureau, and General Assembly.

Optional shortcuts to the:

Research

Design

Prototype

In this sprint project, our cross-functional team was tasked to address one of the following problems as identified by the Food and Drug Administration (FDA):

I. Empowering Consumers (Patients) Through Knowledge of Health Privacy and Security.

II. Capturing Harmonized Data from In Vitro Diagnostic (IVDs) Tests.

Whether choosing problem statement I or problem statement II, it was a little unclear what the final product is expected to be at this stage. The former seems to be patient related (privacy rights) while the latter seems to be medical provider related (explaining the data).

In either case, solving problem would be enhanced by touching on problem II. Therefore, the team agreed to incorporate elements from each problem.

Primary Solution

In essence, our cross-functional team was expected to come up with a universal solution for a set of specific needs. Our focus as a UX team was originally directed towards enhancing user experience by streamlining the product's functionality through a URL.

What_is_the_problem-removebg-preview_edi

The objective was to optimize the web page to emulate an app, ensuring seamless navigation. A key feature involved the implementation of QR code scanning, which seamlessly redirected users to a web page designed to function like an app.

This approach aimed at providing a user-friendly experience while minimizing intrusiveness, eliminating the need for users to download a dedicated app.

Primary Challenge

Creating an APP vs. a WEBPAGE

Proponents of the App Option: Software Developers

Justification in brief:

A webpage already exists (as presented by a previous cohort).
It is easier to convert an app to a URL later on as opposed to the other way around.
To add a project of a different scope (other than a webpage) on participants’ resumes.

Proponents of the Webpage Option: UX Designers

Justification in depth:

In support of choosing an app over a webpage, it's crucial to acknowledge the fragmented and suboptimal user experience on the existing webpage, developed by a prior cohort, and local whitelisted pages. Our user research reveals that users anticipate infrequent app usage—perhaps as few times as they believe they might contract Covid in a year. Additionally, a significant number may prefer reporting without logging in, reducing the significance of the convenience factor discussed.

In making this decision, it's noteworthy that our efforts were directed towards accommodating the preference of the developers, fostering collaboration, ensuring transparency in executing our project.

Progress is a process...

In alignment with developers' preference for an app-based solution, the UX team explored the idea of integrating QR codes on individual tests for user convenience.

When scanned, the QR code would prompt an image capture window within the app, akin to the process used in mobile check deposits. Users could then photograph the test results, and a computer visioning program would analyze the images to determine whether the results are positive or negative.

Whether going with an app or a webpage, the platform aims to address problem I by engaging users and transparently communicating the use of their data, thereby establishing trust with patients.

On the other hand, problem II involves the need to efficiently capture information, requiring a clear definition of the processes involved. Recognizing the variability in coding and interpretation of data, a crucial consideration arises about the classification extent of the data.

It is emphasized that achieving an all-encompassing platform may require integration with a pharmaceutical element. The question of how extensively data should be classified becomes a priority in the research process.

Research Phase

Research phase

User Interview

Leveraging Affinity mapping (hyperlinked to Figma) as my research method, I conducted interviews that revealed insights into distinct user needs and challenges, guiding the subsequent sections in exploring key trends for our cross-functional project.

User Groups

Given the vagueness of the problem in defining product expectations, it becomes necessary to inquire about the extent of user group involvement required to obtain the essential minimum data.

i. Ordinary patients.

ii. Medical professionals.

iii. Military personnel.

vi. The elderly.

Based on the interviews our team conducted, our users groups were geographically divided into:

i. City inhabitants;

ii. Rural inhabitants.

The following sections further explore the intersections among our user groups, shedding light on their unique needs, preferences, and challenges.

Thus, paving for tailored solutions that address the specific characteristics of each demographic.

Interview Synthesis

Maintaining a smooth interview process involves structuring questions effectively, especially when dealing with diverse user groups. To achieve this, I developed a question flow that starts with general inquiries applicable
to all groups before delving into more group-specific ones.

However, a comprehensive understanding of user needs arises from a variety of research methods. In addition to interviews, surveys, user testing, and analytics play crucial roles in forming a holistic picture of user behaviors. Thus, a

combination of these methods can lead to a more effective understanding and response to user needs.

Before committing to addressing both problems, our team felt the pressure of deciding which of the two to solve—a crucial step in identifying the relevant user advocates to engage with.

After synthesizing their interview findings, the UX team integrated with the data team by visualizing what to be presented to the users by looking at several patterns and trends (coming up next) in the data generated from their research.

Discovered trends, in simplified terms

- Lack of clarity in interpreting medical data.

- Patient concerns about data handling.

- Limited test accessibility in rural areas.

- Ambiguity about COVID-19 test instructions and result significance.

- Reporting motivation tied to the public good.

- Impact of technology literacy on health data reporting.

Building an inclusive platform begins with tailored research, addressing specific user needs as a designer. Beyond direct user interactions, our team engaged with various user advocate groups, gaining valuable insights and feedback that significantly influenced our user experience design process.

Discovered trends: A Comprehensive View & Solutions

Notably, a prevalent user trend revolves around the need for clear information on the destination and impact of their data, influencing their willingness to share.

To boost user participation, from a social science perspective, an effective strategy involves posing well-crafted questions that foster willingness to share data. On the technical front, the development of software can help persuade patients to undergo home tests.

The key lies in employing language that predominantly emphasizes how proximity or a positive status can pose risks to those in close proximity. However, elucidating institutional responses based on data through animation presents a challenge due to the intricate nature of conveying such information.

Navigating the disparities in resource access among rural inhabitants becomes pivotal when addressing user needs and developing relevant products. Through interviews conducted in rural areas, it becomes evident that these individuals are often distanced from technological aspects, relying significantly on doctors as crucial sources of information. The profound impact of COVID-19 serves as a poignant example, highlighting the distinct experiences and resources between rural and urban populations.

Overall, the emerging research trend explores the intricate interplay between the Social Vulnerability Index (social determinants) and the broader concept of health determinants, elucidating the complex landscape of external factors that significantly influence health outcomes.

Competitive & Comparative Business Analyses

Advancing in user research, we conducted Competitive and Comparative business analyses using an interchangeable mix of tools such as Pluses-Deltas and Feature Inventory to identify successes and gaps in various market entities.

To avoid a situation where major businesses assume products and build something that not every user benefits from, our research sheds light on some diverse models, including MyChart and Teladoc (health portals), Datavant (healthcare data integration), and Apple Health (built-in medical tracking features).

Despite the initial challenges posed by the abstract nature of the project, our focus on understanding user needs allowed UX designers to establish specific goals in the design phase, defining valuable data for users on the app. Coming up next, the Design Phase will offer a comprehensive overview of transforming users' needs and integrating relevant insights into innovative design solutions that seamlessly integrate with user expectations and project objectives.

Meet the Users

Let’s meet our representative user personals and explore the unique experiences, each navigating distinct challenges within the healthcare landscape:

Stacy (35 years old):

Demographic: Employed, with employer healthcare; married with 2 children; suburban resident.
Challenges: Stacy faces frustrations stemming from inconsistent testing processes, limited accessibility, and privacy controls. These challenges become particularly pronounced when reporting results for her family and children.

Thomas (65 years old):

Demographic: Elderly and retired military; resides in a rural setting.
Challenges: As a senior patient with limited technology skills, Thom-
as encounters difficulties accessing and understanding his medical information. Complex platforms and privacy concerns exacerbate
the challenges he experiences.

Selim (27 years old):

Demographic: Immigrant; resides in an urban center.
Challenges: Selim values clear instructions, convenience, and quick results. His challenges lie in communication barriers, hindering his understanding of rights and impeding his ability to take an active role in managing his healthcare data.

Design Phase

Problem Statement (revised)

The lack of a simple and non-invasive means for patients to share their test results hinders their participation in public health initiatives. Users desire straightforward testing practices, clear instructions, convenient reporting, and enhanced privacy features.

Current solutions fail to provide sufficient modes of accessibility and privacy control, impeding users' ability to confidently manage and share their health data. Alternative solutions must address these issues by developing user-centric approaches that prioritize convenience, privacy, and education to empower patients to take an active role in their healthcare journeys.

At present, the prevailing means for sharing test results hamper patients’ participation in public health initiatives. Regardless of patient background, frustrations arise from inconsistent testing processes, limited accessibility, and privacy concerns. In general, current designs lack sufficient accessibility and privacy controls, hindering secure management and sharing of health data. However, these general issues affect users differently, based on their unique circumstances.

Our revised problem statement narrows down to group-based needs, highlighting major frustrations and needs. The app prioritizes accessibility and convenience, allowing users to report data without creating unnecessary accounts, enhancing trust.

Problem Solution

To address these design gaps, we need to create an app featuring intuitive and unobtrusive interfaces that guide the primary goal of basic test data acquisition, only thereafter taking steps to promote additional features (e.g. account creation).

By doing so, the product will engender a sense of trust, reliability, and purpose, which in turn should increase conversion rates and reduce bounce during the testing/reporting process.

The Design Phase focuses on transforming user needs into innovative solutions that seamlessly integrate with user expectations and project objectives. The goal is to create an app that not only serves individual users but also contributes to public safety by collecting accurate data for government purposes, always with patient consent. We emphasize the need for users to understand where their data goes and how it benefits them.

Early Design considerations: Accessibility & Inclusivity

The app, designed for a general audience, prioritizes simplicity, minimal text, and user engagement, catering to those with literacy challenges. It interfaces with some health portals, but with an aim to serve underrepresented communities, including rural inhabitants.

To maximize accessibility, we emphasize voice-to-text, text-to-voice (screen readers), language translation, and rapid test result reporting.

The product design centers on building user trust in data sharing. We address the importance of clarity in the rationale behind data sharing, considering the diverse experiences users may have, especially in rural areas. We integrate features like manual data entry to empower users, giving them control over what information they wish to share.

While having the option for uploading proof of test results would ensure accuracy and address accessibility challenges across ages, the UX team decided to exclude it from consideration due to concerns about potentially instilling a sense of mistrust among users.

To encourage user participation (with an inclusive approach), the app provides instructions and a manual for interpreting data upon opening, with a particular focus on the military health experience, considering its unique challenges.

Furthermore, simulating a conversation through a wizard-based initial info gathering process and explaining the rationale behind data collection help encourage users to report data.

Disability into perspective

Before proceeding further, I’d like to introduce one accessibility feature on our app and that’s being language, which was developed in response to some of our users’ concerns and needs that to some extent prevented some from not only reporting their health records but also accessing these records especially when it comes to communication struggles.

One of the design challenges was to follow the accessibility guidelines from the Web Content Accessibility Guidelines (WCAG 2.1) and attempt to abide by the AA level of conformance.

Addressing accessibility is paramount in creating an inclusive digital environment. A crucial aspect involves placing a strong emphasis on color contrast to accommodate users with low vision or color blindness. Maintaining a minimum 3:1 color contrast ratio between text and its background ensures readability, while going a step further and achieving a ratio of 4:1 or more enhances the visibility of user interface components and graphical elements, especially when selected or interacted with. To facilitate this, tools such as Lea Verou's Contrast Ratio Checker prove invaluable in evaluating and ensuring that digital content meets these accessibility standards.

We also used Text Alternatives to provide alternative text for non-text content, such as images, icons, and graphics, so that screen readers can convey the information to users who cannot see the visual content. To sum up, I not only was able to learn a lot about accessibility but I got to implement them in this project.

For the purpose of simplicity, as presented above, I dissected the app into 3 main functions, each corresponding to a user flow, including:

Guest access (Pre-signing)

Create account (Signing up)

Upon selecting Guest access from the main menu, users will be guided through four primary functional paths (each listed with a description):

I. GUEST ACCESS

Rapid Report:

A swift route to access crucial testing result data, designed for users who have completed their tests or require no guidance through the process. Users initially seeking assistance are likely to progress to Rapid Reporting after mastering the process through rounds of support.

I Need Help Taking My Test:

A comprehensive help and support walkthrough, seamlessly transitioning to result reporting as depicted in the primary flow.

What Is My COVID-19 Risk?:

Utilizing federal data to generate a relative risk score based on user demographics. This path encourages account creation, facilitating the storage of demographic data for future use.

I Need Other Information:

Tailored for users in search of additional information beyond test results, this path provides a curated space for exploring diverse and relevant health-related content, resources, and updates.

In giving users the option to upload their results without the need for creating an account, we are trying to capture data points of value, before asking users to make major commitments or giving back. This has been a powerful tool that distinguished our team among the 4 participating teams in this project.

Since enabling the camera to capture the test result was beyond our development team’s capacity, we opted for a manual format where users will be provided with a selection of brands or particular tests to choose from.

After making their selection, users will be prompted to watch a built-in video on how to use the test and obtain the results properly.

II. LOGIN

Users are encouraged to create an iShareHealth account for secure access and personalized tracking of test results. Upon accessing their results, users are informed that the data will only be viewed once unless they opt to create an account. While sharing data without an account is possible, creating one is recommended for a more tailored experience. Suggested tips for ongoing precautions, testing limitations, and staying updated are also provided to users within their accounts.

The value proposition for test result tracking involves saving and monitoring results. Users can capture input data if they opt to create an account or manually add data to build trust. Fostering a sense of community, users contributing data are recognized as local heroes. A conversation-based approach is preferred over a simple list of required information.

To encourage data sharing, a learning point with data visualization before creating an account is considered. The concept of vulnerability indexes indicating risk in specific areas could motivate users to share data. A concluding screen encourages users to share information for societal benefits beyond individual test results.

Recognizing patients' hesitancy, an appeal is initiated to encourage contribution, emphasizing the broader impact on public decisions.

Post-account creation, additional data-related information is incorporated to minimize risk and maximize the benefits of sharing. The process requires two data points for meaningful outcomes. The logical order and flow of data utilization for safety scores and visualizations will be determined to align with honest communication about the integration of information.

II. Create Account

Once an account is created and users are signed in to access the dashboard, personalization is introduced with a friendly greeting and a unique social vulnerability index for each user. The scale for personalizing data is set out of 10. The onboarding process, initiated after entering test results and creating an account, is designed for inclusivity, breaking the trust dynamic across various social factors.

The dashboard is segmented into two major blocks, each tackled individually during iterations that may take a couple of days. The data presentation by the UX team focuses on concise yet comprehensive animation styles. For risk assessment in the user's area, part of a vulnerability index, users mainly input their zip code. The UX team explores obtaining direct instructions from test companies or providing a short list of requirements. Users will be asked for camera access permission to maintain privacy.

The elimination of the scanning option, favoring manual entry for wireframing, consolidates tests from over 20 brands. An encouraging animation prompts users to share specific data points, linking directly to the source to uphold liability standards. After developing the test walkthrough, key data points will be identified, considering factors such as age. The app experience is envisioned to begin with essential information gathering, prioritizing an approachable and user-friendly design to achieve basic objectives and provide necessary resources for users to take and report their test results.

Thank you for your time!

UPCOMINGS

Expanding the functionality of a health app beyond medical features can indeed help retain users and provide them with valuable information. Here are some additional features that could enhance the app and keep users engaged:

Animation Feature ("You are one of many"): Incorporating an animation feature within the app adds a dynamic touch, marked as "You are one of many." This feature serves to illuminate the user's position within a broader community, utilizing their zip code as a reference point. By adopting a state/zip code territory approach, we ensure the delivery of the most relevant information, creating a more engaging and personalized user experience.
Dashboard Features: Envision a dashboard equipped with a set of essential features designed to enhance user engagement and practicality. A timeline function is introduced, allowing users to recall their COVID history efficiently. This timeline is complemented by a dedicated page facilitating the management of both past and upcoming appointments and visits. Additionally, the dashboard incorporates a timeline feature specifically tailored to showcase previously taken tests. To further elevate user awareness, we explore the possibility of displaying recent test results directly on the dashboard before expanding into a full-page view.

Incorporating an animation feature: Highlighting the user's place within a larger community, based on their zip code. This state/zip code territory approach ensures the most relevant information is presented. The dashboard includes a timeline for practical recall of COVID history, a page for managing appointments and visits (both past and upcoming), and a timeline for previously taken tests. This design aims to enhance user awareness and may explore the possibility of displaying recent tests directly on the dashboard before expanding into a full-page view.

Health Resources and Recommendations: Providing a comprehensive list of trusted resources and guidelines related to COVID-19 can help users access reliable information. This can include links to official health organizations, frequently asked questions, prevention measures, mental health resources, and advice on managing stress during the pandemic.
COVID-19 Tracking and Alerts: Including a map of the United States that shows COVID-19 hotspots or areas with high infection rates can help users stay informed about the local situation. The map can be color-coded to indicate the severity of the outbreak in different regions. Users can set up personalized alerts to receive notifications about changes in their local area or areas of interest.

Trending Articles and News Updates: Integrating a news section within the app that curates and highlights trending articles about COVID-19 can keep users up to date with the latest developments. This feature can provide reliable news sources, scientific discoveries, research updates, and health recommendations related to COVID-19.

Vaccination Information: Adding a section dedicated to COVID-19 vaccinations can help users access information about vaccine availability, eligibility criteria, and scheduling appointments. Users can receive notifications when they become eligible for vaccination based on their location and demographics.

Symptom Checker and Self-Assessment: Including a symptom checker tool that allows users to input their symptoms and receive guidance on whether they should seek medical attention or get tested for COVID-19 can be helpful. This feature can provide users with recommendations on appropriate next steps based on their symptoms.

Community Support and Forums: Creating a community platform or forums within the app can facilitate user interaction and support. Users can share their experiences, ask questions, provide tips, and engage in discussions related to COVID-19. This feature can foster a sense of community and enable users to connect with others who are going through similar challenges.

By incorporating these features, the app can go beyond being just a medical app and become a comprehensive resource for COVID-19 information and support. Providing real-time updates, relevant articles, and interactive features can help keep users engaged and encourage them to continue using the app over the long term.