Our goal was to add the clinic finder as a fully customizable, standalone component that can be accessed by both users who are logged in or logged out of the web application.
acare was built as a modular system to consider the diverse global user base within the full spectrum of access to technology and tech literacy—from the economic centers of Dubai to the fishing villages of the Philippines. With this new benefit, we hoped to add value and create deeper relationships with our customers.
My Role
acare is a new global health product that aims to provide ongoing care management, strengthen patient-provider communication, and reward patients for taking care of their health. I was responsible for the experience strategy and design of the clinic finder for the global component library. Working within existing brand guidelines, I led the full design process, from research, goals and needs identification, user flows, high-fidelity mock-ups, working prototypes, collaboration and presentation to all key stakeholders.
The Approach
At the outset of the project we didn’t have a clear mission or specific goals for the clinic finder experience. Without pre-existing insights, I partnered with the product manager and stakeholders in each of the countries to identify how patients would use this feature, at what stage in the journey and in what context. I reviewed the existing product as well as competitor's products.
I learned that the clinic finder needed to be:
1. Simple, easy to use for patients who may be symptomatic and in distress (this is not a time for delight!)
2. Patients are likely accessing the feature from their mobile device at some stage of the patient journey
Based on these insights, I designed the navigation as a tabbed browsing experience for high discoverability, large input fields and font sizes for seniors, those with functional limitations or chronic illness.
My next design challenge was to bridge user needs into business requirements. The business requirements proposed three input fields for metro station, zip code and city.
I started my design process by working backwards from the aspirational thoughts, feelings and actions I was designing for, rather than using observed behaviors. Could I reduce user input and effort and keep the placeholder labels understandable? Using concept mapping, I condensed the three input fields into current location and made it a smart default. To further clarify meaning and overcome language barriers, I added a location icon.
The Service
The new feature finds you optimal healthcare based on location, provider, specialty, and condition. Supports scheduling an appointment and visiting a doctor, clinic or pharmacist near you.
