TAL SALTZMAN
USER EXPERIENCE DESIGNER
WELLACOPIA REDESIGN
SUMMARY
SITE IS LIVE: https://wellacopia.com
Wellacopia is the first platform to support the millions with chronic illnesses by making the journey to health and wellness as easy and effective as possible. It is both a compatibility and communication platform that personalizes the patient-practitioner relationship.
My team was tasked with analyzing the current site to find existing user experience problems. Through careful research we determined that the issues existed within the onboarding/registration process.
Through persona creation, user flows, wireframes, and prototypes we created a re-design that streamlined the onboarding process. This final design was received well and will be implemented.
TIMELINE: 2.5 WEEKS
ROLE: SCRUM LEADER, USER RESEARCHER, USER TESTER, INFORMATION ARCHITECT, DESIGN CONTRIBUTOR
TEAM: MARY RIZALDO, JESSICA KIM, AND TALIA SALTZMAN
TOOLS: COMPETITIVE/ COMPARATIVE RESEARCH, SCREENER SURVEYS, USER INTERVIEWS, USABILITY TESTING, AFFINITY MAPPING, DESIGN STUDIO, PERSONA DEVELOPMENT, FEATURE PRIORITIZATION, USER JOURNEY DEVELOPMENT, TASK & USER FLOW, SKETCH, INVISION.
RESEARCH
USER INTERVIEWS
My team created a survey in order to recruit users for interviews and to get statistics on how users find and interact with specialists. Here are some important quotes we found while talking with users:
I always look for reviews of experiences from patients of the [doctors and specialists].
"
"
I PRIORITIZE INSURANCE WHEN SEARCHING FOR A SPECIALIST
"
"
I like being able to see my doctor in person
"
"
"
you can tell if a doctors not listening or if they are pressed on time.
"
STATISTICS OF CURRENT SITE
120 Seekers (users) onboarded
24 advanced profile questions help determine compatible matching outcome
Only 2 seekers answered ALL of the questions
NUMBER OF ADVANCED QUESTIONS ANSWERED
40%
1-10
39%
NONE
19%
11-23
2%
ALL
AFFINITY MAPPING
My team took likes, dislikes, quotes, and all relevant information from our interviews and grouped this information into categories based on what came up the most from our users. This is what we found:
USERS CARE ABOUT:
TIME
COMMUNICATION
PERSONALITY
USER REVIEWS
ENVIRONMENT
INSURANCE
DIFFERENT SPECIALISTS
CONCRETE INFO
EFFECT OF CONDITION
MANAGING DISEASE
USER PERSONA
Using these insights, we created a user persona to represent the people that we interviewed. This helped us understand who we were designing for.
PROBLEM STATEMENT
WELLACOPIA IS AN ONLINE PLATFORM THAT PERSONALIZES THE MATCHMAKING PROCESS BETWEEN PATIENTS WITH CHRONIC CONDITIONS WITH SPECIALISTS AND DOCTORS.
HOWEVER, CURRENT USERS ARE NOT MAXIMIZING WELLACOPIA'S SERVICES. WE KNOW THIS TO BE TRUE BECAUSE CURRENT USERS ARE OT ANSWERING MATCHMAKING QUESTIONS.
HOW MIGHT WE STREAMLINE THE ONBOARDING PROCESS SO THAT MORE USERS WILL ENGAGE IN WELLACOPIA'S MATCHMAKING SERVICE?
USER JOURNEY
THOUGHTS
"It's so hard to find the right specialist. I need someone that I can really connect with."
"I hope this website can help me with my search!"
"I think this website connects patients with doctors...there is something here about matchmaking but I'm not sure."
"Does filling out this about me section affect my matches?"
"20 more questions? I thought I filled out all the questions I need. These questions don't seem relevant to my condition."
"So these are my matches? Where are the specialists located? What do these symbols next to the avatars mean?"
"I don't think I want to spend more time on this website. Maybe I'll look over my matches again later."
BEHAVIORS
Kate needs a new specialist, she searches the internet with no luck
A family friend recommends Wellacopia, she decides to check it out.
Kate doesn't quite understand what Wellacopia has to offer but decides to register anyway.
Kate isn't sure why she has to fill out an "about me" section at this point but continues with the process.
Kate is brought to the dashboard and notices that she has to answer more "advanced questions".
Kate scrolls through her matches but is confused because she doesn't know where they are located and what their symbols mean
Kate decides to take a break from her search for a new specialist.
PROPOSED SOLUTION STRATEGY
The current onboarding process is essentially 6 steps with an addition of 20 advanced questions that users must answering when they get to the dashboard. Our solution to condensed the onboarding process into 5 main steps. We will categorized the 20 advanced questions and integrate them into our 5 step process. We will also removed fill in sections such as “my seeker story” and “ideal specialist story.”
HIGH FIDELITY PROTOTYPE
