Background

I joined HealthTap on August 2018, working on a variety of projects including: the redesign of “Post a question” for the HealthTap consumer product, redesign of schedule setup calendar for HealthTap provider app, and the enterprise product Bupa Hong Kong.

Case study 1: Redesign provider Schedule Setup & Calendar

Background

HealthTap built out Events, Shifts, and Office hours calendars over the years as the company evolved. The three calendars sat in completely different places, which caused inconvenience for doctors to check their schedule. In all, the calendars were outdated and didn’t work as they were intended to. Data showed doctors spent a large amount of time switching back and forth between calendars in order to figure out time available while scheduling with patients. It caused frustration for doctors, and decreased user satisfaction. This was the main reason why the calendars needed to be redesigned.

Problem

• There wasn’t a direct view of time unavailable (Committed shifts) in the ‘Events’ calendar which prevented doctors from managing their schedule efficiently

• In the Office hours calendar, visit hours and time off were separated from each other 

• The color code of visit types were also not visually clear  

• In the Shifts calendar, calendar view worked as a template

• No universal region and time zone was setup in the three calendars

Goal

• To design a unified calendar where doctors can view/edit their schedule, office hours and shifts easily

• To enable doctors to switch between 3 calendars seamlessly

• Update to a modern UI using current design style guide

Features

• Ability to create, update, delete an Event/Office hours/Shifts

• View Event/Office hours/Shifts details

• Switch between different calendars (Events, Office hours, Shifts) seamlessly

• Create, edit, delete events and tasks on the calendar with a view of committed shifts

• Switch between day and week view

• Set and save timezone

• Switch and save region

Previous Calendar View

Events/Tasks

• Set up a task on my calendar

• Edit/delete a task on my calendar

• Visually see if my task has a conflict with my appointment/shift schedule

• Set up an event on my calendar

  • If an event created has a conflict with my shift schedule (if applicable), I should be shown an error message

• Edit/delete an event on my calendar

New Calendar Outline

With the help of our visual designer Eugene Tonev, who is responsible for our visual style guide across all platforms, we landed on a brand new color palette.

Case study 2: Redesign Post a question

Problem

HealthTap houses the largest Knowledge-Base of curated medical content from the participation of >144,000 doctors (in 163 specialties) insights on questions, topics, conditions, trending news, checklists, etc. 7 billion answers have been served. Post a question, one of the most used and valuable features HealthTap offers was old and out-dated, and in need of improvement.

The previous production was also part of an outdated code base and did not have a well-thought out web experience for users.

Design process

Before start working on particular screens I rethought the entire post a question flow. I created a flow chart considering high-level architecture with the board team.

I also conducted 12 in-person user interviews to find out the following:

• Time users spend on completing the flow

• User behavior while navigating the flow

• Data that helps users to filter out the relevance of content in the Related Q&A list

• Account display vs filling in the form for personalization

• Whether to include other care options in the flow 

Data showed that HealthTap had a good amount of similar questions which already have great answers. To reduce HealthTap doctor's repetitive labor and enrich the question and answer library, we wanted our users to check out related questions & answers before posting their questions.

User Testing Results

Related Q&A Summary View

The information/data that helps users to find the most relevant contents.

• Title of the question

• Number of doctor agrees and answers 

• Date when the question is posted 

• Doctor answer summary (2/4 users would glance through)

• Images (2/4 users believe images help filtering out irrelevant content) 

Account display vs. Filling form

Users prefer to have account display for the following reasons:

• Easy to switch between accounts

• Require to click once to select an account

• Comfortable sharing private information in a secure environment