MovementX
Revamping Patient Sign-up Process on Healthcare Web Platform
My Role & Team
Sole UI/UX Designer (Me), CEO, CMO, CTO, PM, 2 Developers
Timeline
Jun - Dec 2023, planned to be launched in 2024
Deliverable
Responsive Web Design
(Desktop & Mobile)
BACKGROUND
MovementX is a healthcare web platform that connects physical therapists with patients to provide physical therapy.
My Role
PROBLEM
MovementX aims to enhance the patient sign-up process to reduce drop-offs during appointment scheduling with providers.
"While 85% of people who signed up ultimately got a session,
15% ended up going elsewhere."
SOLUTION
Streamlining the patient sign-up process with the new launch of scheduling feature
1
Direct scheduling with a provider
Patients can now schedule an appointment directly with a provider during sign-up without additional communication.
DESIGN PROCESS
RESEARCH
In order to understand user and business goals and problems in the patient sign up process,
01.
Discussion with stakeholders: I talked to several stakeholders, including the CEO, CMO, COO and Customer Service Representative to ensure alignment with user and business goals and to come up with feature specifications.
02.
Auditing existing platform: I conducted a comprehensive audit of the existing sign-up flow to identify areas for improvement and gain valuable insights to enhance the overall user experience.
03.
Utilization of data sources: I incorporated data analytics, reviews, and reports.
04.
Conducting competitor analysis: I explored other similar products to identify trends, industry standards and best practices.
KEY FINDINGS
"Not being able to directly schedule with the providers"
Finding 1.
After signing up on the MovementX platform, patients were required to engage in additional communication to schedule with providers, which caused a major drop-off in the patient onboarding process.
Data source: 85% people who sign up ultimately get a session, but rest of 15% who signed up go somewhere else.
Finding 2.
People feel hesitant and questioned about submitting payment information before making an appointment with a provider.
Data source: Payment step has a drop-off rate of 5%, which constitutes half of the overall drop-off rates in the entire process.
Finding 3.
Too many free text input fields which cause error and increase slower task completion.
Users find it overwhelming and time-consuming to fill out numerous text fields, leading to frustration and potentially causing them to abandon the sign-up process altogether.
HOW MIGHT WE
streamline the patient sign-up process to increase patient onboarding rates?
EXPLORATION - REDESIGNING USER FLOW
While designing, I built user flows on Figjam to easily communicate with stakeholders and identify opportunities to simplify and streamline the patient sign-up process.
Previously, all information was clustered on a single page without a scheduling feature, which made users feel bored and inefficient. In major iterations, the scheduling feature was added, along with a breakdown of demographic, referral, and consent forms, considering the most logical order for information input. Additionally, a booking request summary page was added to the process.
DESIGN ITERATIONS
After multiple rounds of discussions with stakeholders, considering business perspectives, gathering design feedback, and conducting user testing with a group of 5 users including providers and patients, I was able to gather insightful feedback to iterate.
3 MAIN DESIGN CHANGES
FINAL DESIGN SOLUTIONS
01
Scheduling system
Make it as easy as possible for patients to book a session with a provider without additional communication during the sign-up process.
02
Clear steps to complete sign up and scheduling
Previously, all information was grouped onto a single page. Additionally, patients were requested to enter payment details immediately after submitting demographic information.
After the redesign, break down the sign-up process into clear steps, considering the logical order for information input with a booking request summary, making patients feel transparent.
Progress bar: show users their progress within the sign-up process.
03
Provider matching algorithm
Help patients easily connect with the providers based on their needs
With 5 simple questions, patients get matched with the provider.
TAKEAWAYS
Created a design system from scratch
While MovementX had brand design guidelines, they didn't have a design system. Therefore, I decided to create and build a design system while redesigning the patient and provider sides of the platform. This effort aimed to make the design process more efficient and bring consistency across the platform. Ultimately, this also results in a 60% increase in development efficiency.
Learned how to get buy-in from stakeholders
As the sole UX designer at the company, it was sometimes hard to get buy-in from different stakeholders while advocating a user-centered design approach, not to mention designing while dealing with business and development constraints. Nonetheless, looking back, I learned better ways to communicate with different stakeholders by understanding each point of view, working through these constraints, and coming up with the best solutions for users and the business.
NEXT STEPS & WHAT IF I HAD MORE TIME
Keep evolving design system
If I had more time at MovementX, I'd like to continue building and revising the design system to make it more accessible and flexible, accommodating different use cases and business needs. Here is a glimpse of the design system I built for the MovementX platform.
TESTIMONIALS
