Case Study
Crowd-Sourced UX Redesign
Introduction:
In a rapidly evolving digital age, the need for inclusive and user-centric platforms in healthcare is paramount. Recognizing this, our team embarked on an ambitious mission: to tap into the collective intelligence of a diverse user base to refine and redesign the user experience of a major healthcare platform.
The Ideation Session:
We conducted an immersive ideation session that drew participation from over 300 individuals. This wasn't just any group; it encompassed a wide spectrum of users - from healthcare professionals and caregivers to seniors, individuals with disabilities, and Indigenous users. The goal was clear: capture as many diverse perspectives as possible to shape the platform's next iteration.
Using interactive Miro boards, we collected a over a thousand points, allowing participants to pinpoint areas of improvement, suggest features, and highlight potential pitfalls.
Personas:
The personas showcase the spectrum of users for a healthcare platform, reflecting diverse needs from seamless service integration to accessibility. They underline the criticality of a design that's intuitive, inclusive, and equipped with comprehensive information to cater to healthcare professionals, caregivers, indigenous communities, and individuals with disabilities, emphasizing a holistic approach to user experience.
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Dr. Amina Patel - Healthcare Professional
- Background: A seasoned general practitioner with a busy urban clinic, keen on integrating various healthcare services for her patients.
- Needs: Seamless coordination between healthcare services; a platform that offers comprehensive, accurate information; and tools for virtual consultations.
- Goals: To improve patient care through efficient use of technology, ensuring all her patients' health records and services are easily accessible and manageable in one place.
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John Ross - Caregiver
- Background: Cares for his elderly parents, one of whom has a disability. Finds many healthcare platforms challenging to navigate.
- Needs: An intuitive user interface; accessibility features; reliable and comprehensive health information.
- Goals: To manage his parents' health care seamlessly, ensuring they have access to all necessary services without the hassle of navigating complex systems.
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Ella Alberty - Indigenous User
- Background: A community health worker in a remote Indigenous community, passionate about bringing better healthcare services to her people.
- Needs: A platform that is inclusive, catering to Indigenous communities; easy access to virtual healthcare services; accurate, culturally sensitive health information.
- Goals: To bridge the gap in healthcare services for her community, ensuring inclusivity and access to tailored, culturally appropriate services.
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Mike Spectre - Individual with Disabilities
- Background: A young adult with a physical disability, an advocate for accessibility in digital platforms.
- Needs: High accessibility standards; tools that accommodate disabilities; an inclusive design approach.
- Goals: To ensure healthcare platforms are fully accessible, enabling effortless use for himself and others with disabilities.
Emerging Themes:
From the myriad of insights gathered, five pivotal themes emerged:
- Integration & Coordination of Services: Users expressed the need for seamless coordination between different healthcare services.
- User Experience and Ease of Use: The platform should be intuitive, eliminating any learning curve for users.
- Comprehensive & Accurate Information: Users wanted reliable information that addresses all their concerns and questions.
- Accessibility & Inclusivity: Catering to users of all abilities and backgrounds was a recurrent emphasis.
- Virtual Services & Tools: The demand for virtual consultations and tools was a key takeaway, reflecting the new digital age of healthcare.
The Discovery Report:
Our team synthesized these findings into a comprehensive 40-page discovery report. This document not only cataloged our research but also outlined a roadmap for future platform enhancements.
Conclusion:
The ideation session and the subsequent report underscore the transformative power of community-driven insights. With collective commitment and collaboration, we are paving the way for a healthcare platform that is not only efficient and intuitive but also truly inclusive.