ZED Patient
Increasing user sign-up
Client:
Zed Technologies
Deliverables:
Competitior analysis, interview findings, journey map, Mid-fidelity prototype
My role:
2 week project - I was the sole UX/UI Designer on this project. I worked closely with the CEO and stakeholders to improve the patient on-boarding and overall user experience
Software:
Figma
Project in a nutshell:
Working in collaboration with the CEO Ross Wright, the task was to promote the app more prominently in the on-boarding process - showing the user the extra value the app gives them.
Working closely with the developers, I built a hi-fidelity prototype based on user interviews, SME
(subject matter experts) interviews and user testing.
PROJECT OVERVIEW
What's Zed Patient?
Zed Patient is a service by Zed Technologies, a service that stores patients medical imaging
Problem statement
Users aren't always signing up for the Zed Patient app, becoming confused in the initial stages and opting to use the browser version
Where do I start? Journey Map!
To make sure I wasn't missing any touch-points or opportunities, I built a journey map
Opportunities you say?
A cost-effective quick win
The journey map brought to the surface a cost effective and easy to implement solution - a standing document holder. Having this at reception, explaining to the patient they'll be receiving a message from Zed would enhance subscriptions and prompt the user to ask the receptionist any questions, in my view.
Further recommendations for the sign in process
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A tick box on the registration form explaining what Zed is and would they be ok to be sent a sign up link from Zed
-
The GP could give the patient a pamphlet on what Zed is and what they should expect
Let's talk to the experts
x4
I wanted to hear from subject matter experts to hear if there were any other opportunities I was missing. I got them to walk through the on-boarding process to hear their thoughts:
-
Suspicious as to what Zed is, is it a phishing scam?
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Might ignore the message and not sign up
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Area on the registration form should state what Zed is and ask if they can send a text
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Elderly patients or with accessibility issues might have a problem reading small text - may not understand why they’re getting a text from Zed, might need someone to verbally explain
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For example, at Liverpool hospital 75% of patients are from a non english speaking background, they would need someone to walk them through the process to register them
Usability testing
x8
To get a better understanding of how to users moved through the app, I talked to, you guessed it... Users!
I set them the task of clicking on the Zed text message, follow the prompts, check scans and book next appointment
"Copy is confusing, Who is Zed?"
"I don't see the point of downloading the app"
"Hard to see the title with the white background"
"Pretty straightforward but looks pretty busy"
"Text is really small, I can't read it"
Gets text from Zed
Signs up/
uses browser version
Checks scans
Change personal details
Further details
Users reluctant to download the app
The main takeaways from the above findings were:
-the app isn't promoted enough in the early on-boarding phase, users aren't impacted by the current copy, letting them skip through to the browser version
-small text makes it hard for people to read, accessibility issues
need to be fixed
Let's enhance the app experience
It was obvious that users needed to be sold on the idea of downloading the app. I went about this by enhancing the initial browser page, showing how much more value the user will get if they use the app over the browser. The accessibility issues were also addressed
Current
New
-
Flat layout - more in line with modern UI designs
-
Evenly spaced and larger text, making it more accessible
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Impactful copy - showing more value if you download the app
-
Lost 'open in app' as it served no purpose
-
Larger call to action
Current
New
Flattened and simplified design
The current background takes away from the task at hand and is distracting
Current
New
Relevant imagery
Use medical imagery rather than abstract (Flinders St.)
Hierarchy
Main menus highlighted and secondary functions are greyed (Logout, About
Font size
Menu font is 18pt, keep 18pt as minimum for maximum accessibility
Underlines not necessary
Hinders legibility and not compliant with branding design
Current
New
Group scan types
For patients with multiple scan types
Current
New
Use sentence case
It’s easier to read than all caps
Wording ‘edit’
Not everybody understands the pencil icon , especially the elderly and non tech savvy
Expand space
Lose the box, expand the background for more space
Merge data
Merge under ‘Account details’ box
Bigger font sizes , original too small
Simplify buttons
Lose the on / off writing
Font
Font size increased, current size not within guidelines as previously mentioned
New
No individual pages
Just highlight the editing field without going to separate page .
Press ‘return’ or enter key for field input
Current
New
Highlighting security
As we’ve seen with the Covid-19 app, users demand security. Users won’t always know what GDPR means, I’ve changed the copy to instil security.
How the prototype tested
x12
Due to the covid-19 contraints, I was unable to test the prototype on as many users as I would have liked. I was able to user test it on 12 users, unfortunately none of these users had accessibility issues. Further testing is in the works - so stay tuned.
The prototype tested extremely well:
11 of the users opted-in to download the app
No issues with reading the updated text
10 out of the 12 mentioned they would use this app again
Take a look for yourself
The story continues
As we speak, Zed are implementing my recommendations. To make sure these changes have the greatest impact, I've advised the need for further testing. That testing is:
Further interviews
Talk to users who have been through the on-boarding process, also talk to potential user about what they’re expecting to see and experience
Contextual inquiry
Ask users questions before they sign in then observe the users going through the process of registering
Testing new
prototype
The prototype has only been tested on 12 users, this isn't enough testing to see if it's functional in the real world. I was unable to test on users with accessibility issues which is something that's crucial to its success
Journey map/Service Blueprint
To elaborate on the users touch-points, thoughts, feelings and opportunities for improvements