Government-led initiative empowering people with multiple chronic illnesses take control of their health.
Role
UX/UI Designer
UX Researcher
Project Type
Academic Project
Timeline
3 weeks
(during 8 month PT bootcamp)
Tools + Platform
Figma
iOS
Secondary Research
My research started by gaining an understanding of the current challenges patients face while managing their health through existing healthcare services and sources of information. I discovered that...
People with multiple chronic illnesses struggle to manage their care due to miscommunication and poor coordination among the different health professionals involved in their treatment
“The absence of systems, or poorly designed systems, and the resulting lack of integration are apparent across sectors, as well as within individual health care organizations. Such systems can harm patients or fail to deliver what patients need”.
“72% of [Americans] believe it is difficult for people living with chronic conditions to obtain the necessary care from their health care providers”
Institute of Medicine (US) Committee on the Health Professions Education Summit; Greiner AC, Knebel E, editors. Health Professions Education: A Bridge to Quality. Washington (DC): National Academies Press (US); 2003. Chapter 2, Challenges Facing the Health System and Implications for Educational Reform. Available from: https://www.ncbi.nlm.nih.gov/books/NBK221522/
User Interviews
I interviewed 4 people who were managing 2 or more chronic conditions either by themselves or with a caregiver.
S
29, TorontO, Photographer
M
25, Toronto, Student
L
30, Toronto, Receptionist
V
34, Toronto, Paralegal
I chose to do user interviews to:
Discover unexplored challenges in healthcare outside of doctor shortages and scheduling issues
Understand what the current reality of patients with chronic illnesses/multiple conditions when accessing services
Explore how to make health care services an integrated and collaborative service
Main Insights
Theme 1: Challenges w/ Coordinating Care
Poor alignment and communication between providers force patients to repeatedly explain their conditions & navigate conflicting advice
Inefficient administration processes create delays in timely care
Patients bear the responsibility of managing their own care, leading to prolonged physical & mental suffering
Theme 2: Desire for Access to Medical Information
Patients feel disempowered when they can’t access or verify their own health information.
Fragmented records force patients to spend time reconciling information, creating stress and gaps in care.
Centralized access would help patients stay informed, reduce confusion, and improve care coordination.
Persona
Jade
The Advocate
34 y/o
Paralegal
Toronto, ON
Bio
After her last visit to the hospital, Jade realizes that she needs to have more control of her health care. She meticulously tracks her medical records because she’s frustrated by the lack of coordination between her healthcare providers. She wants to find a more convenient and accessible way to take control of her wellbeing.
Behaviors
Keeps track of medical history, prepares questions for appointments, researches medical information
Uses social media for leisure and to learn about conditions through others experiences
Believes strongly in self-advocacy in healthcare
Goals
Wants to feel in control of her health
Wants full access to all of her medical records
Wants access to tools/resources that will improve overall wellbeing and accommodate needs
Pain Points
Fragmented healthcare system has created significant challenges in care
Providers often disregard her input & make uniformed decisions that can have severe consequences
Wants a digital solution to manage health but is concerned of data breaches
Design
I started the design process by creating a task flow for users to create a profile with their medical information. Users will only need to share these details in the profile set up so they can navigate the app without having to repeat information.
Testing + Improvements
A usability test with 3 participants identified several improvements to enhance clarity, guidance, and overall usability. The most common issues included uncertainty around the “Emergency” floating button on the home screen and the need for clearer explanations throughout the app. Users requested a more welcoming home screen, a guided walkthrough for setup, and the ability to log detailed medical history, supplements, and provider information. These changes aim to make the app more intuitive, informative, and supportive for managing personal health.
Removed Emergency Button
Users were concerned about accidentally touching emergency button so it was removed. This also keeps the focus on the goal of keeping track of the user’s medical information.
Make greeting more personalized and inviting
Users felt the greeting on the home screen could feel more inviting. I updated the copy to feel more guided and supportive.
Add descriptions to each profile section
Users felt like there should be more information why the user should complete each profile section. I believe adding descriptions to each section will encourage the user to input more information into their profile, making their experience of using the app more personalized.
Lessons Learned
Emotionally impacted research
I was proud of the questions I created for the user interviews because I knew they would give me a lot to work with. I gained such valuable insight from the 4 users but I wasn't aware of how emotional the stories would be. The stories that they shared introduced me to new perspectives within the impact of the current healthcare system and really motivated during this design process.
Check out my other work
Helping Black women find safe and effective alternatives for personal care products
UX Research
UX/UI Design
Mobile App Design
Web Design
Empowering people with multiple chronic illnesses take control of their health
UX Research
UX/UI Design
Mobile App Design
Let’s Connect!
Currently seeking UX/UI Designer and Product Designer opportunities in Toronto, ON.
