Figma, Miro, Useberry
Patients often need a practitioner quickly after being injured, however, finding an available practitioner on Google involves sifting through multiple clinics and schedules. There is currently no way to amalgamate available clinics and practitioners to allow patients to easily find an appointment that fits their schedule. There is also a lack of information on practitioners online, forcing patients to make an ill-informed decision when booking an appointment.
Introducing Curest, a B2B company that partners with local clinics to easily and quickly connect patients with available, reputable practitioners and puts trust and safety at the forefront while providing a personal experience.
Customer Journey Map
System Usability Scale
What problems exist?
To get my assumptions out on paper and start mapping out what I thought the potential problems are in the space, I created an affinity map. These three themes helped me narrow my focus when moving into the research phase.
Value Proposition Canvas
To learn more about the problem space and ensure the product would help solve the customer’s problems, I created a Value Proposition Canvas. The VP Canvas allowed me to map out what I believed the customer was looking for, and come up with a product that would address the majority of the users’ pain points.
I began the project by wanting to understand the customers and problem space. I conducted in person interviews with users ranging from 30 - 65 years old, all whom have attended practitioner appointments in the past year.
Based on my research, I put together a persona which would inform my customer's journey through the application.
Customer Journey Map
Using what I knew about the users and the way they find practitioners, I created a customer journey map. I identified the different touchpoints in the customer experienced and outlined their pain points at different stages of the journey. This helped me uncover specific opportunity areas for design.
After completing the research, I put the distilled information into post-it notes and clustered similar notes together to create an affinity map. I found three key insights and three major themes from the analysis.
Booking quickly and easily
Patients prefer to book within the following 1-7 days. Often they have to look at multiple clinics to find the right availability.
Trust, safety and expertise
Patients value trust, safety and expertise.
Trust: you do what you say you're going to do.
Safety: I will feel at ease and not at risk.
Expertise: you know what you're doing.
Patients expect a personal and personable experience. If these expectations are not met, they will go elsewhere.
Once I developed the idea, I went straight into wireframing with pen and paper. I then created a low-fidelity prototype in Figma and conducted two rounds of user testing with eight participants.
I uploaded my prototype into Useberry and had four users complete the first round of testing, and another four complete the second round of testing. Below are the scenarios I tested for:
1. Find diagnosis
You recently attended an RMT appointment where the practitioner gave you a diagnosis. Your friend has asked you what your diagnosis was, but you can't remember. Find out what your diagnosis is and what treatment you were given.
2. Read reviews, book appointment
You've woken up with a sore back and would like to book an RMT appointment. You think a 60 minute massage will be best and you're available on February 21st or 22nd at 6:00PM. Before confirming your appointment, you would like to read the reviews of the practitioner to ensure she's a good RMT.
3. Book again with practitioner
You recently attended an RMT appointment with Amanda, whom you enjoyed. You'd like to book another appointment with Amanda. You think 60 minutes will be sufficient and your ideal booking time is February 27th at 6:00PM.
Findings & Insights
The following insights were derived and changes made from the results of the usability testing.
1. Provide Context
Users missed "filter by availability" and clicked on clinics right away.
Users expressed confusion around why they would filter and what filter meant.
There is not enough context with the filtering system and users didn't understand the value in it.
Provide context around this feature - why book by availability.
Change language: 'filter" to "book"
2. Give options
When half of users wanted to book (with a previous practitioner), they went directly to the "book" button, the other half went to "previous practitioners".
Users were confused and felt stuck when the button wasn't in the place they thought it would be, and weren't sure how to find a different way.
Provide multiple ways to book with a previous practitioner - through new booking or previous appointments.
3. Be explicit
Users clicked on only one date in the calendar.
Users were unaware they could choose more than one date to search for a practitioner that would fit THEIR availability.
Give more context (choose as many as needed) or give examples.
System Usability Scale (SUS)
I also used the System Usability Scale as a quick way to measure the usability of the app. This tool consists of a 10 item questionnaire with five response options for respondents; from strongly agree to strongly disagree.
After my first round of testing, the product scored a 72 in usability, and after the improvements, it scored an 82 in usability.
Image credit 10up.com
How it works
Users can find practitioners two ways:
1. By availability - users will input their own availability and find clinics and practitioners that match the time and date preferred.
2. By practitioner - users can book with a practitioner they've used in the past, or browse through the highest rated in their area.
Each practitioner has their own profile which includes a short bio with their credentials, their location as well as reviews submitted by previous users.
Each user has their own profile which houses their previous appointments and includes the diagnosis given, the treatment received as well as any homework suggested.
Why it works
Based on my research, I learned that users value three main things:
1. Booking quickly and easily - this website makes finding an appointment that fits with the user's schedule a lot faster. There is no sifting through clinics on Google to try to find an available appointment.
2. Trust, safety and expertise - my research told me that users value an online review just as much as a friend or family referral, so I included reviews to build trust and safety in including photos of the space that the user will be in. I also included the practitioners’ credentials or distinctions, and where they graduated from school in their profile to provide that level of expertise.
3. Fulfilled expectations - being able to read reviews from other patients ensures that a user's expectation is likely at the right level going to this practitioner. They know what they're getting into and reading about the practitioner in reviews and on their profile is a good way to determine general personality and friendliness.
1. I wanted to use a design system I had never used before (Ant Design). I feel more confident in this design system now and can apply this system to future designs.
2. I spent a lot of time feeling like I had to perfect my wireframes ahead of testing, but my prototype ended up changing significantly that it didn't matter. In the future, I would like to ensure that I leave enough time for multiple rounds of testing, and continue seeking feedback into the high fidelity phase.