MedConnect
The care you deserve, the way you want
UX/UI, mobile, B2c, health
2024
Introduction
Introducing MedConnect
This app was designed for busy individuals, parents, and people with social anxiety. It simplifies getting healthcare by offering ways to get in touch with their providers in a way that's best for them.
As Lead Researcher and Designer, I did the research and design from start to finish
I conducted the research, interviewed users, created the wireframes and low-fidelity prototypes, conducted usability studies, designed mockups, and iterated on the final designs.
The Problem
Here are the main reasons
Availability
Even when care was needed urgently, the next available appointment was often 2 weeks to a month away, despite the option to book online
Limited Telehealth Access
Roughly 1 in 4 adults cannot access telehealth when needed, forcing them to attend in-person visits even when travel, work, or mobility make it difficult
Business Goals
MedConnect aims to give the power back to users when it comes to getting the medical care they need
Research
Secondary research shows some unique challenges
This research gave me some valuable insights into what users were struggling with. These insights helped me with some of the features I designed
Click on the lighter tiles below to uncover more statistics.
User Interviews
I uncovered a few pain points that helped me shape the final designs
I took the time to carefully plan the questions I wanted to ask during these interviews. The interviewees were people with different lifestyles and had different needs
Here are some of the questions i asked
Do you regularly stay on top of your health and get regular checkups from a doctor?
How are you currently getting medical care?
What challenges (if any) are currently preventing you from getting the medical attention you need?
What features or tools would make it easier for you to manage your healthcare needs through an app?
In an ideal app, how would you prefer to receive medical care or schedule appointments?
Affinity Map
Affinity mapping helped uncover key themes and valuable insights from user interviews
By organizing their feedback into themes, I got a better understanding of what users really need and why they're not getting the care they need
User Insights
The information gathered from the interviews and the affinity maps showed some pretty surprising insights
Busy users needed convenient access to healthcare from any location
People with anxiety preferred receiving care from the comfort of their own homes
People with mobility needs were frustrated by limited access options
Appointment wait time can range anywhere between two weeks to a few months
Users needing quick advice need faster ways to get medical help
COMPETITIVE ANALYSIS
There are existing, successful applications that already offer the ability to get medical attention virtually
Here is what they offered and what needed improvement:
Doctor on Demand
Doctor on Demand was the most successful offering availability 365/24/7 but showed very basic UI and users complained of lack of communication in between sessions
ZocDoc
Zocdoc offered real-time appointment availability with a wide range of search filters but users complained of the app showing doctors in their networks but billed as out of network
K Health
K Health offers subscriptions for unlimited visits but lacked the availability to book in-person appointments
Persona
Creating a persona helped me understand the needs, behaviors, and pain points of MedConnect’s target users
Angela is a busy marketing manager and a mother of two. She represents users who struggle to balance work, family, and health, looking for a more convenient way to get health care
The Solution
MedConnect allows the user to get the care they need the way they want it
The platform streamlines healthcare processes with features like chat, email, video chats, and scheduling in-person appointments, reducing wait times and improving user satisfaction
Centralized Access
Everything in one place. Book appointments, get advice, and get treatments all through the mobile app
Efficient Communication
Video chat enables live interactions, making it easier to resolve questions and share information
User-Focused Design
Navigation was designed to be simple and intuitive, keeping the user’s journey clear and efficient
The wireframes focused on creating a smooth user journey and providing quick, easy access to care
I focused on features like easy doctor access, simple navigation, tailored visit options, and a better chat experience to keep everything clear and user-friendly
LOW-FIDELITY PROTOTYPE
The low-fidelity prototype included features like visit types and chat, letting testers provide feedback on navigation and flow
Here are the 3 most critical insights:
Users found the list of available doctors on the home page confusing because most users have specific needs
Search bar for visit type and reason was confusing, with users preferring searches by symptoms, doctor type, or location
Pharmacy orders were sent without verifying information, making users wonder if the the prescriptions were correct
Mockups
User study feedback helped me refine and improve the features I planned out in the wireframes
All three of those critical insights were used in the following mockups
Home Screen
The home screen lets users start a search immediately, offering the fastest way to find care
Doctor Profile
The doctor profile provides users with detailed info about healthcare providers and the different appointment options available
Search Screen
The search screen gives users a streamlined way to find the right healthcare providers based on their needs
Chat
Chat lets users communicate with doctors in real-time and easily switch to a video call if needed
Order Verification
This screen lets users review and confirm all details before finalizing their pharmacy orders
Order Confirmation
The order confirmation screen tracks and displays the status of pharmacy orders
2nd design iteration
Although the high-fidelity designs were complete, they were far from polished
After another round of usability studies, the design required adjustments before becoming final
Home Screen
No more hero section
Search fields appear first so users can start searching right away
Upcoming appointments displayed below search, keeping important info visible on the home screen
Articles
Featured article and carousel removed.
Articles shown in a simple list
"View more" button loads additional articles.
Doctor Profile
Visit types now shown at the top of the profile.
Grayed-out types indicate unavailable options.
"About the doctor" section pushed further down the screen.
Search Screen
Search bar is sticky at the bottom, always available for search adjustments.
Filters button added to refine search results.
Video/Chat
Bubble and text colors adjusted for better contrast.
Blue text indicates the file is a link for pharmacy pickup or shipping.
Pharmacy Picker & Map
Map now in a smaller rectangle instead of full screen.
Location or ZIP code input placed below the map.
List of available pharmacies shown under input, including contact info and open/closed times.
Order Verification
Pickup/shipping details now clearly displayed: patient name, prescription ID, and estimated pickup time (if applicable).
Different payment methods are shown.
The Results
MedConnect removes common barriers to accessing care
These assumed metrics, based on design improvements informed by user research, competitive analysis, and usability studies, reflect the anticipated impact of streamlined booking flows and multi-channel support:
21%↑
User-Focused Design
Streamlined booking flow and simplified navigation make care easier to access
30%↓
Response Time
Chat and video enable a much faster provider connection
40% ↑
ApPointment Conversions
Multi-channel care options and clear flows boost engagement
What I Learned
As my first design project, there were many lessons
Search Right from the Home Page
Users wanted to start looking for doctors as soon as they opened the app. Adding search to the home page made it faster to begin and cut out unnecessary taps
Simple Paths to the Right Care
Users could connect in four clear ways: chat, email, in person, or video. This made it easier to choose the care they needed and find the right doctor.
Flexible Flow to Finish Tasks
Users could start with chat and switch to video if needed, and doctors could send prescription links that led straight to choosing a pickup location. This made it easier for people to complete their visit from start to finish
