Texas Health Resources
As a Senior User Experience Design, I oversaw the team of designers for our client Texas Health Resources (THR) a hospital system based in central Texas.
Role: Lead Designer, leading the project with 2 designers
Stakeholders: Collaborating with creative director, product manager, clients, and developers
Duration: 7 months
Users: Consumer- Facing (patients)
Tools: Sketch, InVision, Zeplin, Trello, Confluence
Our objective was to help one of the largest healthcare systems in the US reimagine a place where patients could go for all of their healthcare needs: securely access medical information, research the best provider before booking in-person or virtual appointments, pay bills and quickly refill prescriptions, all within a personalized experience.
initial Discovery and Research
What does Success look like?
KPI : 40% consumer adoption rate achieved through general access.
Together with key stakeholders from Texas Health Resources (THR), we went through a process to define a consumer driven experience to bring the THR Health Platform to life in mobile.
This effort includes gaining a strong understanding of the Core Values that drive THR as well as a deep dive into how consumers engage with services to date.
Validating Product Users
A comprehensive list of users affected by new experience validate by conducting stakeholder interviews. This helped the team identify opportunities for improvement as well as align and prioritize whom we should focus on.
For any users require PCP service
Whats working well?
For any users require PCP service Current State
Key user tasks
For any users require PCP service
and prioritization by dot voting
For any users require PCP service for task manage scheduling and billing lifecycle
We visited 5 Texas Health Family Care facilities over 2 days to conduct contextual inquires research. We shadowed 5-10 schedulers and 1 medical assistants and observed their interaction with patients.
Each facility had team of front desk staff or schedulers, medical assistants, one practice manager, physicians, and physician's assistant.
The goal of the visit was to develop a shared understanding about their aspects of work, empathize with their pain points and get insights into improving the patient portal experience
What did we do?
We conducted this study by observing users as they work, taking notes on particular activities, and asking questions to the participants either at the end of their tasks or at the end of the sessions.
We shadowed our participants to understand them holistically by observing their body language, mood patterns, latent motivations, and usage patterns.
We gathered information about staff’s interaction with patients, what’s working for that facility, and their pain points and uncover some of the workarounds.
Conducted adaptive interviews by refining the questions we asked as we learned about them
We later used the findings from the Contextual Inquiries when creating user flows
Ideate and Solution
We began ideating firstly, by trying to understand what the information architecture would be like. So we did a card sort study with users in person.
We conducted an open card sort for navigation and a closed card sort for the dashboard to understand how participants sort cards into the categories we give them and how they prioritize them. We then asked users to group and label the groups. This formed the foundation for the app map.
This study included 8 participants over the age of 65+
Feedback Questionnaire – Participants were asked a few questions after the study to gather their final thoughts.
Initial iteration of the app map based on the findings of the card sort study
Initial iteration of the app map was based on the findings of the card sort study
When we started designing the wireframes we based them on the findings of the contextual inquiry, app map, and userflows. All these steps help us understand and create designs that follows the normal procedure at the in-person facilities. This made sure that the in-person and digital experience were cohesive.
Usability Study on the Wireframes
We conducted the moderated usability testing with 5 participants. I was the facilitator and we had another designer who was a moderator and took notes
Initial Questionnaire – Participants were asked to complete a few questions to understand their demographics and behavior.
Test Plan – Users were given 6 scenarios to complete.
The scenarios were divided into various tasks. Participants were asked to give feedback on each task.
Final Feedback Questionnaire – Users were asked a few questions after the study to gather their final thoughts and review the study.
Below is an example of one of the finding and UX recommendations:
Scenario - Let’s assume that you’ve downloaded the mobile app on their phone but they haven’t logged in
Goal – To find user’s understanding of the landing page and if they understand the benefits of creating an account
We had a creative director and other visual designer that did visual explorations options that were created to establish the look and feel for our high-fidelity design. My role was to oversee the process and delegate work
Visual Concept #1 - Very Friendly
Fun & Bubbly
Large friendly text helps set the tone
Visual Concept #2- Modern UI
Sleek, modern & Clean
Visual Concept #3- Illustrative
Fun and Friendly
Uses Illustration to tell the story
Visual Concept #4- Photographic
Slightly rigid and utilitarian
Uses familiar photography of Texas Health facilitie
High Fidelity - Mocks
After settling on a combination of visual concept 2 & 3, we started to apply it to the existing wireframes. The work was divided between the other designers and I led the UX strategies. Here are a few examples:
Moderated Usability Testing - Mobile
The testing goal was to confirm and validate an extended user experience that aligned with what consumers were already familiar with, while also exploring novel solutions to directly address existing care-related challenges and gaps, thereby gaining insights into users' mental models and expectations regarding the Texas Health Patient Portal. Below is an example of the outcomes.
In retrospect, the usability testing process proved invaluable as it provided critical insights into our product's user experience. The feedback and observations gathered during that testing phase guided us in making meaningful improvements that enhanced user satisfaction and product effectiveness. We were committed to addressing the identified issues and continuously refining our design to deliver an exceptional user experience.
Regular cadence with clients and internal teams
Alignment on upcoming design deliverables
Alignment with internal stakeholders, like product managers, and developers
Maintaining a design backlog
Review meetings cadence
As a Lead UX Designer, my experience on this project that concluded due to legal issues was both enlightening and challenging, with a significant emphasis on user experience.
Our team was committed to delivering an exceptional user journey, but unforeseen legal complications arose. This forced us to adapt and strike a balance between user-centric design and legal compliance.
Ultimately, the project concluded without resolving the legal issues. However, it underscored the importance of early legal collaboration in user-centric projects, enhancing my understanding of this critical aspect of UX design. This experience has equipped me to approach future challenges with a more informed perspective.