HOPETALIA

My role

Product designer

User researcher

What I did

Design system

Product design

UX research

Prototyping

Usability testing

Cross collabration

Product owners

Engineering leads

Available on

iOS

Android

Ditch the Maze, Find Your Doc:

Hopetalia Simplifies Healthcare

In the ever-crowding MedTech landscape, Hopetalia recognized the need for a platform that transcended the limitations of existing solutions. While many offered valuable medical services, their often-convoluted navigation and overwhelming data presentation hampered user experience. In order to grow, it was key for Hopetalia to be able to reach out to consumers with a solution in the MedTech industry.

Hopetalia envisioned a platform that revolutionized MedTech navigation, prioritizing intuitive design and user-friendly functionality. Usability testing proved instrumental in achieving this vision, demonstrating a significant increase of 40% user engagement and satisfaction – a testament to the platform's success in creating a seamless and empowering experience for patients seeking efficient and accessible healthcare.

My Contribution

In the ever-crowding MedTech landscape, Hopetalia recognized Lead Product Designer. I led the product side of this project from start to finish by aligning team members and stakeholders from across the business on the importance of the project.

I worked with 2 other designers to ensure we had a design system that met our immediate need and the future needs of the business. Followed by conducting user interviews, competitor analysis, creating user personas and carrying out focus group study.

After the initial MVP, I conducted an elaborate usability testing that included eye gaze testing and customer satisfaction analysis test. This process assisted in creating a navigation that had 90% higher satisfaction rate then existing user navigation on MedTech platforms.

The issue

Navigating the ever-growing landscape of medical consultation apps can feel like wandering through a maze. Existing platforms often suffer from:

Confusing interfaces: Unintuitive layouts and complex navigation can leave users frustrated and disoriented, hindering their ability to access essential healthcare services.
Usability hurdles: Lack of accessibility features can create barriers for users with diverse needs, including older adults and individuals with varying cognitive and physical abilities. This excludes a significant portion of the population from the benefits of these platforms.

This led to the design of a few prototypes that were tested with a pool of our users.

The Process

Research and competitors Analysis

We started by eavesdropping on stakeholders (don't worry, it was legal!), then dove headfirst into researching existing apps to understand what worked and what made users want to pull their hair out.

User personas

We then created user personas for different age groups and tech-savviness levels.

Focus groups

To truly decode user needs, we assembled two focus groups: a squad of young tech whizzes (aged 18-35) and a group of seasoned explorers (aged 36-65).

User flow

The shared experiences from the focus group, guided us in crafting the user flow – the secret map to navigating the app seamlessly.

Conventional vs. Chatbot

Version A: Conventional Navigation

Imagine navigating a labyrinthine library to find a specific book. That's what using the conventional navigation of the healthcare app felt like for many users.

Version B: Chatbot Navigation

Enter the friendly chatbot, your healthcare sherpa guiding you through the wilderness.

Challenge 1 : Booking an appointment

Problem Statement

Finding the right doctor was like searching for a needle in a haystack. Users struggled to filter by specialization, availability, cost, and location, often resorting to endless scrolling and rarely utilizing filters. Checking doctor availability was another hurdle.

The Solution

Gone are the days of endless scrolling! Users simply tell the chatbot their preferences for time, location, cost, and specialization, and the bot presents the most suitable options. Less steps, less frustration.

Challenge 2 : Sending a message:

Problem Statement

Reaching out to a doctor resembled writing a dissertation. Users had to locate the doctor, meticulously craft their message, and manually attach any files

The Solution

No more crafting lengthy messages. Users simply chat with the bot, and it seamlessly handles sending the message and any attachments to the doctor.

Challenge 3 : Viewing past appointment feedback

Problem Statement

Deciphering past feedback was like reading a dense medical textbook. Users had to sift through lengthy reports to find the specific information they needed.

The Solution

Need a specific detail from a past appointment? The chatbot acts as your personal assistant, retrieving the relevant information from the feedback report and presenting it clearly. No more sifting through mountains of text!

User insights

Key findings

30% Faster Task Completion: Users accomplished tasks like booking appointments significantly faster with the chatbot, saving valuable time and effort.
Enhanced User Satisfaction: 11 out of 12 participants overwhelmingly preferred the chatbot, citing its ease of use, intuitiveness, and conversational nature.
Reduced Cognitive Load: Heatmaps confirmed that the chatbot effectively minimized user effort and decision-making time during navigation.
Inclusive Design: The chatbot was lauded for its inclusivity, catering to users with diverse needs and abilities.

While the chatbot navigation proved highly successful in usability testing, valuable user feedback revealed areas for further improvement:

Help Center Integration: A built-in help center was requested to provide users with readily accessible answers to common questions and troubleshooting guidance.
Testing challenges: The testing process highlighted the importance of being adaptable and resourceful in overcoming logistical hurdles. Streamlining research methods ensured continued progress despite unforeseen challenges.

A Holistic Solution: Merging Navigation Methods

While the chatbot emerged as the preferred navigation method, Hopetalia recognizes the potential value of offering a combined approach. Users who are comfortable with traditional navigation can continue to leverage it, while those who favor the chatbot's simplicity and guidance can opt for that route.

Healthcare Meets Hyper navigation

This project underscores the critical role of user-centric design in the MedTech industry. By prioritizing user needs and preferences, Hopetalia is paving the way for a more efficient, accessible, and empowering healthcare experience for all. The integration of advanced AI-powered chatbots holds immense promise for transforming the future of healthcare, providing users with personalized guidance, support, and resources to manage their health effectively.

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