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CASE STUDY

Plan A Health Clinic

How To Make a Patient-Focused Mobile Clinic Website

Roles:

Sadie Cruz

Project Manager, Prototyper,

Researcher, Co-Information Architecture

Maria Pyaterneva

Information Architect,

Researcher
 

Deliverables:

Brand Strategy, User Research Plan, 

Wireframes, Style Guide, Prototype

Tools:

Figma, Google Forms, Google Sheets, Miro

Time:

4 Weeks

UNDERSTAND

The Problem

Plan A is opening its first mobile clinic in the Mississippi Delta in early 2021. Their existing site was helpful to them when they were raising money for the mobile clinic. But now that the mobile clinic is closer to being a reality, they need a redesign that focuses on the patient experience. 

 

The new website needs to make it easy for people to find information on services provided and the clinic’s locations and dates.

So, our problem statement became…

 

People of the Mississippi Delta area need to have access to medical care.

We were facing the problem of creating a mobile clinic platform for non-tech-savvy people to bring medical care to every rural area.

UNDERSTAND

The Initial Research

At the beginning of the research phase, Plan Health equipped us with why they chose the Mississippi Delta for its first location. The initial research helped us understand their patients' many pain points and helped us create questions and themes for the further research that we conducted.

Observational Study

We audited the original website to confirm the pain points and issues we gathered from the client's information.

​We talked with our potential target audience about Mobile Clinics to receive more qualitative feedback.

“Are you familiar with Mobile Clinics? Never heard. Maybe it is a wagon or telemedicine on my mobile phone.”

Indira, 42 y.o.

UNDERSTAND

The Market

The competitive analysis comprises a few websites our clients liked, other mobile clinics, and a food truck. We wanted to have a mixture of what our client wanted and what our direct and indirect competitors were.

We audited 5 clinic websites to find existing features, patterns, and interactions:

Covid-19 Updates, Appointment requesting, Interactive Location Map, Volunteer Forms, Patient Portal, Desktop and Mobile Version,

and Blog

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UNDERSTAND

The Results

Our client already had some information about the target audience by doing focus group research before starting the project. We decided to conduct a survey to check the prototype's main ideas and learn more about our users.

Because of time and lack of response from our primary target audience, we decided to create a backup survey that we gave to an audience close to our original but were based in an urban area.

84% Breast Cancer Screening

52% STD Testing & Consulting | Blood Pressure | Cholesterol 

What Services is More Important to You?

This helped misunderstand what services people need the most.

79% Smartphones

15% Computer | 5% Both 

Which One Do You Use More? 

This helps us understand that we need to create a mobile-first website.

95% Smartphones

5% No 

Would You Like To Suggest a Location for the Mobile Clinic on the Website?​

We added this feature to add the community voice in our design. 

 
 

IDENTIFY

The User

We conducted user interviews, combined those findings with our research results, and created user personas for the website. These personas describe the demographic that we were trying to reach for our app.

We selected to create a scenario of the average patient for the Plan A Clinic from our research. I interviewed a local community member, and she told me all about her town and who she was. We combined those thoughts with the Plan A focus group research to represent the people of this town.

IDENTIFY

The User Journey

After understanding our user persona, we create a user journey representing a person who would use the Plan A website. By gaining that step by step's thought process, it was easier to understand what features we needed to add to our app. From our user interview, we understood our personas' pain points and created the website with that in mind. 

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IDENTIFY

Key Insights

During our understanding deck, we created principles for our project. After our qualitative and quantitative research, we tested those principles and found that we were right. We also learned new features and designs that would help patients feel this way while using the Plan A website. 

Intuitive

Information is easy to access, and preparing for a doctor's visit is an intuitive process. 

Comfortable

Provide a safe and trusting space for our patients and their community.

Empowering

Enables patients to take pride in their bodies and take care of themselves.

IDENTIFY

The User Story

Creating a user story came easily. After our user interviews, we understood more about our user's thought process to want to use our app and how using it will help them answer. 

IDENTIFY

The Site Map

After creating the story maps and the user journey, we started our user flow. We considered each step our users would have to go through to make sure they can accomplish all their goals when coming to the Plan A website.

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EXPLORE

The Wireframes

We conducted user interviews and combined those findings with our research results, and created user personas for the app. These personas describe the demographic that we were trying to reach for our app.

EXPLORE

The Brand

Combined with the competitive analysis and the initial research, we decided that the design elements for INTU8 had three themes in mind: a video game feel, a mystical and spiritual vibe, and an astrological dark but colorful design. 

Colors
Typography 
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UI Elements

EXPLORE

The Prototype

Our client approved the wireframe, and that helped us create the first version of our high-fidelity prototype. Using that feedback, we edited the first version and conducted another round of usability tests to develop this latest version of the Plan A Health website.

 

OUTCOME

#2: Page Size

"It is a very long page, maybe
make less text or make it
shorter somehow."

 

We found that multiple people would not want to scroll down to search for information during usability testing. This led to many page abandonment and made people confused because they would not gain that information. The fix was to hide and show information at the user's discretion to shorten the page.

OUTCOME

#3: Page Titles

"I am confused about what is
the difference between a team
and doctors." 

 

We found that multiple people were confused about the "our doctor's" page and the "our team" page during our usability testing. The issue was the title to the page, and the subtitles all had different names to them. The best move was to label everything on the "our doctor's" page to the word provider. We also move the new name "our provider's page under the patient drop-down section to make it easier for them to find.

OUTCOME

The Tested Prototype

We conducted user interviews, used the key findings from our research, and learned from our user testing to create the new patient-focused Plan A Clinic website.

EXPLORE

Next Steps

This project has taught me a lot about working with a client and making sure that we are consistently on the same page. In my role as a project manager, I found new ways to organize myself and my team.

Plan A First mobile clinic is launching in February 2021. We talked with our clients about their plans:

Create an appointment option

at the website

Because there are still logistical goals that have not been met yet we could not create an appointment option for people. That is something the client wants to do in the future. 

Develop a blog or community resources

Because there are still logistical goals that have not been met yet we could not develop these things, but the client would like to have this as an option for the future

Events

Because there are still logistical goals that have not been met yet we could not start creating Plan A events to engage more with the local community. 

More Work

INTU8

How To Create an Intuitive Magic 8 Ball App

App Design, UX Design, Branding

OUTCOME

#1: Change to an Intuitive Navigation

 

“Blood Test was not clickable.
I want to go from there.” 

 

We found that multiple people would click on the title of service during our usability testing and expecting to move onto another action. We decided to fix this issue by creating a pop up that navigated them to the next step of "finding a location."

OUTCOME

#4: Call To Actions

"I want to see doctors, locations, hours, is it free? Do you accept
my insurance?" 

 

We found that multiple people were missing the site guide called "See a Doctor" help first-time users of the website navigation and find information during our usability testing. We fixed this by changing the CTA button to "Visit Our Clinic," making it more obvious the goal of that button.