UX Researcher and Designer
Neha Dhawan and Rugved Arte
Project planning, User Interviews, Comparative Analysis, Literature Review, Surveys, Online Reviews, Affinity Mapping, Usability Testing, Empathy mapping
Sketching, QOC, Storyboarding, Prototyping, User testing
Sketch, Invision, Bootstrap
When students are away from home and there’s no one to take care of them, figuring out everything on their own could be a tedious task. Our project aims to simplify the process of getting healthcare for students at the University of Michigan.
Students at the University of Michigan find it difficult to access healthcare. Some students are not even aware of the facilities available to them.
All enrolled students at the University of Michigan
We conducted 10 inteviews and analyzed through affinity mapping which included the users and the stakeholders to uncover the above findings.
From the key findings, we chose to solve the booking problem as it yeilded maximum immediate impact. The other problems included pathways which would not fit in the given timeline and the solutions would rewuire major policy changes.
We validated if the problem of scheduling actually existed by using the following research methods before designing the solution.
We read reviews of UHS online on Yelp (23 reviews) and Google reviews (47 reviews). The average rating of UHS on Yelp was 2.3 and on Google 2.8 on a 5 point scale. Many users mentioned that scheduling appointments is a pain through calls and there should be a better solution in place.
We conducted a Competitive analysis to view the best scheduling solutions in the healthcare domain and how does University Health Services serve compared to them.
A video to create awareness and an improved efficient version of the UHS portal.
We felt that the problems we discovered in our research phase lead us to certain design values that would guide us to build a better system
We sketched out our initial design using the insights generated during the research phase. Then we tested our sketches with 5 users to get feedback.
We created the low fidelity prototypes based on the recommendations from the sketches and user testing.
To evaluate our interface of our UHS portal, we conducted 5 usability tests. The overall feedback for booking appointments was positive but our reminder feature for urgent appointments needs some improvement.
Things That Worked Well
Things to improve
Users were confused about the functionality of the reminders page as they were not familiar urgent appointment use case.
We developed the entire layout to create a prototype using bootstrap and php. The Twilio API was used to send confirmation text alerts.Link to the implemented solution