Client
Japan Health App
Role
Ux Research
Lead UI Designer
Platform
iOS
Android
This project is under NDA, so I cannot share detailed insights. Additionally, all screens, fonts, and block positions may be altered to anonymize the project.
Challenge
The main goal of the project was to help elderly people in Japan suffering from various leg-related diseases and other chronic conditions to form a habit of using the application to improve their health and quality of life.
Team
Our team included me, UX/UI designer Corey Machanic, and a handful of great folks from the Medical Center’s Marketing & Communications team: Alex Elkaliouby, Andy Campbell, Matt Brinkerhoff, Katrina VanTyne, and web team manager Mike Maloney.
Process
Throughout this project, I drove our design process and ensured it was as user-centered as possible. This was a quite long and complex project; here’s a very high-level overview of what our process looked like.
Baseline measurement & insights: analytics & site survey review, usability testing
Before we got into the redesign, Mike Maloney wanted to get a handle on trends and problems with the current website. I did an early sub-project that involved the following:
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Search analytics review
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Interviews & baseline usability testing
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Analyzing open-ended results
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Analyzing user comments on forums
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Synthesizing prior recommendations
Research
Extensive research was conducted to understand the needs and problems of elderly people. The client provided 13 competitor applications for analysis. We studied differences in user flows and wireframes and analyzed user comments on forums. Additionally, we used data from interviews with elderly people in clinics to gain deeper insights into their needs.
Problem definition
Easy Problems
Unreadable text
Difficulty of registration
Mid Problems
Difficulty of viewing training sessions
Confusing statistics
Disordered menu
Long complex questionnaires
Hard Problems
Users delete the app almost immediately after signing up
No systematization of training
Unclear acronyms
Problem solving
Easy Problems
We coped with simple problems quite easily, we chose the most readable font from those presented to the target group, it turned out to be Noto Sans JP. We also simplified registration by removing the fields that are not so important during registration, adding them to the profile block
Mid Problems
Turns out the middle problems too we were able to solve easily.
We have added a convenient player with scrolling option for training sessions (there was no such option before).
Simplified definitions where possible
Organized the menu on the basis of internal AB testing with the target group.
Directly with medical staff we simplified the questionnaire so that both the user could easily and quickly answer the questions and the medical staff could make a sick list based on the questionnaires of patients.
Hard Problems
Turns out the middle problems too we were able to solve easily.
To make retention higher we completely reworked Personas, CJM, UserFlow and UI. The test group became more aware of what specific menu they were in, users were more successful in finding the specific item or block they needed at that moment. We also made about 20 different push notifications that will help the user to return to the application and continue the training course. In addition, we have added an achievement system to keep the user going and keep training
We have completely rebuilt the training system and by talking to clinic staff we have made "questionnaires for the day" so that the user is recommended exactly the course that will help them solve their current problem
For incomprehensible abbreviations, we have made a "push & wait" solution. If the user doesn't understand this or that abbreviation, it is enough to click on an obscure block and wait, then a popup will appear, which will tell in simple language the meaning of the block or obscure word. So we did not clutter the screen with questioning icons and gave the user the opportunity to analyze each block in more detail
During a test with users, we found that the most successful time from clicking on a block to the tooltip popping up is 1.36 seconds
Directly with medical staff we simplified the questionnaire so that both the user could easily and quickly answer the questions and the medical staff could make a sick list based on the questionnaires of patients.
