Medipal

SERVICE DESIGN · UXUI DESIGN · CASE STUDY

Overview

Medipal provides patients with an incredible opportunity: to be more engaged in decisions around their health and access licensed physicians when it’s convenient for them.
I designed Medipal, a mobile app for uninsured or people with low income to manage their medical status and track , by building supportive communities and turning care routines into fun daily activities.

My Role & Contributions

  • Identified user needs and opportunities by conducting secondary research and user interviews.
  • Conceptualized new user behaviors through storyboards and user journey maps.
  • Designed user flows, wireframes and interactive mockups.
  • Pitched the design solution and produced a product concept video.

Project Type

UX service design

Tools

Figma
FigJam
Miro
Illustrator
After Effects

Duration

8 weeks

Team

Individual Project

ABOUT MEDIPAL

Medipal is a telehealth application that improves patient care by reducing patient wait times, and providing more thorough patient information upfront to doctors.

PROBLEM

People in Medical Debt

Healthcare in America is structured to keep costs as high as possible. Just as health care costs are bankrupting the Medicare trust fund, it is common for peope to be bankrupted by unexpected health care bills. Starting with white paper research, I stumbled upon an eye-opening statistic from the American Center of Disease control and prevention.

CHALLENGE
How might we make healthcare accessible
and affordable for the uninsured people?

DISCOVER

BACKGROUND

Healthcare in America is structured to keep costs as high as possible. Just as health care costs are bankrupting the Medicare trust fund, it is common for peope to be bankrupted by unexpected health care bills. Starting with white paper research, I stumbled upon an eye-opening statistic from the American Center of Disease control and prevention.
DEBT = STRESSFUL
WHY STILL IN DEBT?
"Medical poverty is a uniquely American problem. The point is that for 50 million Americans, there is no choice but risk your health and often your life. There is no other choice."

RESEARCH

To understand the current healthcare status, I analyzed telahealth app’s social features and its usability to better understand what is lacked and how we can improve this experience.  and conducted a survey and interview with people who have problems.
Competitor analysis
I selected five different applications and analyzed features comparable to current and additional features provided. All of the apps show below had remote medical consultation features but did not offer 24/7 availability nor they gave consultation for uninsured.
Quantitative Research
I collected quantitative information to validate my findings by creating a survey that was posted on social media such as Facebook groups and reddit community.
User Interview
To get insights about the current condition of healthcare system in the States, I conducted user interview with people that did not have insurance.
Affinity diagram
To synthesize insights from the interviews and extensive research, I created an affinity diagram to understand significant pain points and derived key insights from similar grouping findings.
USER INTERVIEW FINDINGS

What I learned from Users?

Questions
  • What were the frustrations you had during remote treatment?
  • How did you manage to get medication when all the medical centers are closed?
Answers
“I was worried that I might get misdiagnosed by a remote consultation.”
“The asking my symptoms questionaire took so much time that I got annoyed.”
“I hate that I got connected with random doctors I do not know, and they have no follow up process.”
“I want to get access to my own health records, but they aren’t always shared with me.”
  • Users want a live check on their family members to get updated with their current health status.
  • Most Users were skeptical about using remote medical consultation with random doctors.
  • Users want the app to be like DigiLocker where they can access their medical records from anywhere.
INSIGHTS
1
Lack of consistant communication between medical professionals
2
Users want a legit solution to deal with emergency situations.
3
Users want access to their own medical records.
4
Users want to choose their own doctors and book appointment.

DEFINE

Empathy map
Based on the Research process, I created an empathy map to better understand user’s needs and pain points. The user in the empathy map needs remote consultation but maintaining the same quality as in-person appointments.
Personas
Based on the user interviews and creating insights, I created two main personas based on insights from research. Eric is a senior who needed constant checkup and Lana wanted 24/7 available service.
User Journey map
User journey was mapped to better understand the users’ journey and discover specific points that can be improved for a better user experience.

SOLUTION

Based on the key insights and the user’s voice, I made up a solution for those who are in need of urgent care. To fill in the gaps of the current health care system and prevent people from joining the ranks of the uninsured, I created an alternative for those who don't have coverage.

DESIGN PRINCIPLES
Based on my research findings, I developed three design principles to guide us through the design process. By following the principles, I believed that I would create solutions that meet both user and business needs.
Long term Engagement
Focus on long-term engagement instead of using the service for one time
Supportive Community
Build a supportive and friendly community
Mutual Benefit
Create a win-win forSpecialists and patients

IDEATE

Prioritization matrix
To determine which direction to move forward, I mapped them to a 2x2 matrix to see which would be easy to scale up and have a low cost in comparison. The most important feature was 24/7 remote symptom checking with specialists.
Main Features
AI-Based
onboarding & Symptom
Checking
Adding medical tips to help in emergency
24 /7 Remote Video Chat with Real time Professionals
Follow up with Doctors and automatic checkup notification
Community forum
for sharing
medical tips
Share and communicate each other's thoughts
Same day prescription with pick-up and
delivery options
No waiting for prescription, and pickup / delivery options
Information Architecture
I built information architecture that focuses mainly on communication with doctors. Users can choose the doctors when booking appointments and scheduling pickup for their prescriptions effectively and sustainably.
Crazy 8’s
To expand on my thought process, I utilized the crazy 8 exercises to extract the nascent ideas that were forming in my head since the research phase.
Wireframe
Based on the sketches and to create user interface, I started by making a wireframe with mid fidelity in Figma based on my sketches.
I focused on the main features such as booking and having consultation with doctors.

DELIVER

DESIGN

Style Guide
I created and organized the style guide and UI components while also assisting the developers to create the design system.

FINAL OUTPUT

HIGH FIDELITY DESIGN
Onboarding
Easily log in with your medical info and fill in a brief questionaire about your condition and usual symptoms.
Check symptoms,
book appointment with your choice
  • Filter and search available doctors and book appointment
  • Check your symptoms and see what best options are right for you.
Get Same day prescription with delivery
After you’re done with the consultation, receive the prescription Doctors sent you and schedule for a pickup or delivery.
My health & Community Forum with tips
  • Share your own experience and ask your advice from your peers.
  • Check your status and search what you need for emergencies.
Usability test
After creating the prototypes, I conducted a usability test with three participants. I prepared couple tasks and assumption questions for the participants and measured completion rate, number of errors, total time, and task level satisfaction.
Task results
As a primary task, I asked users to fill out their symptoms by onboarding process. As this is a new service for them, users spent average of 42 seconds in each screen to read information and navigate what it is about. Overall, users were able to fully complete the task and satisfied with the process.
Test participants successfully completed tasks, but some users were unsure about what the icons of the doctor lists meant. To solve this problem, I added tooltips to guide users when they tap on the navigation for the first time.
Modified the name by changing article to tips
Changed icon and added video/chat for
Added Tool tip for doctor information.
82.5
Average
SUS score
0.42
Average
Time spent per task
100%
Total
Completion

TAKEAWAYS

What I learned
I had a lot of fun doing this project, even though I spent some time understanding and learning a lot of professional words for medical application. I feel like I can do a better job at digging deeper at the user research phase.
Next Steps
If time allowed, I would love to test the prototype with more users, especially with people who are uninsured and are desperate with using telehealth app.
Additionally, I would build elements for healthcare professionals to interact with their patients. This would allow them to modify their appointments, add specific notes, or help their patients track their progress.
OVERVIEW
DISCOVER
DEFINE
IDEATE
DELIVER
TESTING
TAKEAWAYS
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