A telemedicine platform connecting people with doctors online. It's a lifeline for those unable to visit medical centers or facing travel limitations. Doctors benefit by supplementing income and promoting offline services through the platform.The platform is used by doctors, patients, and administrative staff. Doctors and staff use separate websites, and patients access a mobile app on iOS and Android.
Business Goals
1. Enhance the user experience of the current platform
2. Scale the platform to seamlessly integrate B2C and Admin interfaces
3. Develop an initial Minimum Viable Product (MVP) with scalable capabilities
What I Worked On
UX Design
User Experience
Interaction Design
Design System
My Role
I was tasked with analyzing the existing product and subsequently enhancing the user experience. This involved updating the user interface and establishing a scalable design system for future developments.
Discovery
I joined the project after it had been running for about 9 months. I initiated an audit to assess the current progress and organized workshops with stakeholders to comprehend the product's value and the problems it aimed to solve.
1. Identified various logical usability inconsistencies that needed addressing
2. Observed challenges in the overall user journey, indicating a need for improved flow and navigation
3. Noted a lack of effective organization and structure in the project's layout, impacting user experience
4. Found the absence of essential design elements, highlighting the need for comprehensive UX enhancements
Challenge
Elevate the existing project by enhancing the user experience, addressing limited functionality, logical inconsistencies, flow challenges, a poorly structured layout, and the absence of essential design components. The objective is to create a more intuitive, efficient, and visually cohesive platform in line with user expectations and industry standards.
UX Research
In addition to conducting extensive research and gathering user feedback to identify and address issues, I crafted a User Needs Matrix to analyze similar market features and highlight our uniqueness. Furthermore, I developed a Customer Journey Map and validated user flows to enhance the overall user experience.
Product Architecture & Wireframes
I started by comprehending the current navigation structure from a UX perspective and then proceeded to redesign it. Following this, I crafted the initial wireframes which helped to test edge cases and avoid issues in the future.
Prototyping
I initiated the design process by creating Figma styles and components, ensuring design consistency across all project files and streamlining the design workflow. Subsequently, I developed adaptive design screens, finalized use cases for each feature, incorporated interface states, and prepared clickable prototypes for testing.
Onboarding Tutorial for First-Time Users
Following the launch, the team received feedback indicating that patients were experiencing issues with video or audio calls. After investigating the problem, we discovered that patients were not granting the application permission to access the microphone or camera. In response, I promptly designed a tutorial to guide users on granting permission for microphone and camera access.
Outcome
The project received a lot of good feedback and has a big potential to become something even more significant, especially with the growing demand for Telemedicine during the pandemic. Patients, doctors, and stakeholders were really happy with the outcomes.
By the end of 2021, the project was bought by another company, and my journey with it came to an end.