LetsGetChecked in progress component.

LetsGetChecked provides home lab test kits & healthcare solutions to monitor peoples health and help diagnose certain conditions both direct to consumer and business to business.

The Challenge

A patient purchases a home health test. There are several steps involved in the standard health test after purchase from delivery to taking the test. I found during the research phase that users were confused with the current process so I set about clarifying what the user needs to do aka the right information at the right time.

Process

Interviewing existing users, as well as interview our customer service team and examining our data I could detect what issues our users had and preciously when they had these issues. I mapped these issues out which would then influence what status points I would create.

Another factor to think about was the future proofing of this component I was designing. At the time of design we were focused on selling at home health tests but beginning to get into B2B health services which would have new products and features in the future which I thought about at the time of design.

User testing

User testing the component in contex with the full page design. Each status point was tested with 15 users with the number of issues documented and the severity of the issues.

I would report these issues cack to the project manager and the dev team where we good rate these issues on a priortization grid.

The design

To set the patient/user expectation of the process the full process from beginning to end is mapped out on a timeline with the current step eye catching with a pulsing animation. Several animations were created and tested before I chose the one which resonated with users.

During user feedback on testing they also felt comforted in the fact ehy could scroll to see each step which was coming in the future in such good details. They also mentioned that having the CTA on the component means they don’t need to go anywhere else to seek information such as UPS tracking and their health results.

Future proof design

LetsGetChecked strategy changed from primarily direct to consumer to then become primarily business to business during my 2nd year at the company. The component I created would have to deal with more variables and offerings. By breaking down the component into a basic information hierarchy and testing it with concept future offerings I could enable it to have a future proof design. Examples of the future offerings are shown as following. Vaccine administration, patient tested in a clinic, physician forms and more.

Results

Using research based on our users behaviour from both analytical data and user interviews I brainstormed with the team to create several areas where we could improve the experience and increase conversion on the different stages of our users journey. We used a Design Thinking framework where we could empathise with our users to pin point pain points on their journey. We used surveys and user interviews which we translated into empathy maps and personas. We mapped out the user journey with touch points of where we could make a difference for our users. Once we voted on our top ideas we mocked them up with prototypes to test.