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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

  • 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?

  • Might ignore the message and not sign up

  • Area on the registration form should state what Zed is and ask if they can send a text

  • 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

  • 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

  • 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

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