M Health Fairview Mobile App
An easy-to-use, one-stop shop to help people find care and access their personal medical information on a platform customized to their needs. The app gives patients a way to manage their appointments, billing, and other aspects of their care from wherever they are.
OVERVIEW
M Health Fairview is a partnership between the University of Minnesota, University of Minnesota Physicians, and Fairview Health Services. They aim to provide breakthrough medicine and transform the health of their communities for the better. In this project, our team's goal was to design and develop Fairview's mobile MVP self-submitted application for iOS and Android to provide a consistent and personalized digital experience across digital touchpoints.
DURATION
9 months (Aug 2020- April 2021)
MY ROLE
As a UX Designer, I was responsible for conducting user research comprising user interviews, competitive analysis, designing persona, journey mapping, and initial low-fidelity wireframes for the MVP app. I also facilitated multiple stakeholder workshops for feature prioritization on the future state of the MVP (called "MVP+") app and documented "Moments that matter" based on the outcome from user persona and journey synthesis.
TEAM
Design Director, UX Designer & Visual Designer
OBJECTIVE
1️⃣
A mobile app that introduces a branded experience to M Health Fairview patients, replacing the white-labeled apps they use today.
2️⃣
Marries critical web functionality to MyChart functionality; patients will have an easier time finding the right providers and/or locations and accessing scheduling resources.
3️⃣
Improves patients' access to their medical history and records
WHAT were the CHALLENGES?
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The current app has two instances of Epic/ MyChart for the patient to access their account:
(1) M Health Fairview and (2) Health East
For the most part, parity between the two instances creates a cumbersome login experience. Also, users may visit physicians at both Health East and Fairview and must log in separately.
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Only 48% of patients have a MyChart account (Health East = 48%; Fairview = 48%)
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There are about “1.2 million average visits/year” and MyChart account is required to access lab results. However, the organization hasn’t actively promoted MyChart app and its features to their patients.
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The mobile app's MVP must solve key patient interactions related to finding care resources and interacting with their medical records.
First step, understanding the competitors and user problems
COMPETITIVE ANALYSIS
It was vital for us to understand our competitors on how they solve problems of similar products that our stakeholder aims for helped me as a designer to define what creative solutions could be implemented and improved for future-state (MVP+). Therefore, we performed the competitive analysis on 12 direct MHealth Fairview competitors and listed new and trending features that stand out to make the app more user-centric.
Below is the analysis that we did -
USER INTERVIEWS
After understanding the competitors and trending features, there were a few missing elements. We wanted to understand our real users before diving into the designs. We wanted to know what features they want and what isn't working in the current mobile app. Are they even using the mobile app, or do they prefer logging in to their account via the web?
So, I documented a project plan to conduct interviews with roughly 12-15 direct users of the current mobile app or MHFV Mychart web account.
I also prepared screener questions for recruiting appropriate candidates for our study -
With limited resources and data, our team had a lot of questions about the user's needs, and I quickly documented all those questions to form a script for conducting our user interviews -
USER INTERVIEW SYNTHESIS
The other designer on my project assisted me in facilitating the interviews with 14 participants. After conducting all the interviews, I scheduled a live working session where we did affinity mapping to organize our findings seek patterns in the user's behaviors and motivations. Finally, we synthesized all our findings to present them to the stakeholders.
WHAT WE DID 🧐
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Interviewed 14 participants who are patients and volunteers at M Health Fairview
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All participants are either personally cared for with the network, or care for a family member with the network
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Invited them each to speak with us for a maximum of 30 mins
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Spoke to all 14 participants over the course of one week
WHAT WE LEARNED FROM OUR USERS 👩🏽💻
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Approx. Age group – 29 to 60+ years old
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Mobile Devices they use – 11 (of 14) use iPhones
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FV app or website – 9 (of 14) use the Fairview MyChart app
PRIMARY FOCUS
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Communicate with doctor
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Schedule an appointment without calling
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Read and understand lab results
HOW WE DID 😎
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Facilitated virtual one on one interview with all participants
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Asked them a series of questions from our interview script that included questions from getting to know them through to how they feel about the experience of messaging their care team, etc.
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We made sure to record our conversations for our other team members to understand and empathize with our users
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Compiled all our notes into one Excel sheet
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Pored through our notes to seek patterns and insights into our user's behaviors and motivations
Additionally - We were surprised to see that 5 of our participants weren’t aware about the Fairview MyChart app
FEATURE REQUESTED BY THR USERS 🧐
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Bigger font size and better accessibility for seniors
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Date proximity filter for viewing lab results
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Ability to clear “To-dos”
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Welcoming and intuitive log-in screen
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More generic reasons to choose when messaging doctors
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Ability to customize/personalize features on the home-screen
Learning about the users to enhance the app
USER PERSONA
Now that we understood our user's needs enough, I started designing the user persona. I designed four different personas to capture wide range of target audience.
USER JOURNEY
Once we nailed the personas, we started facilitating multiple stakeholder workshops to get together and craft a meaningful user journey for all of our personas. We needed to do the workshop as interactive as possible to get stakeholders' input in crafting a stellar user journey.
We utilized Invision's freehand to host our workshop with a pre-made journey template for everyone to participate and input their viewpoint.
Exploring creative solutions & designing wireframes
BRAINSTORM & SKETCHES
I compiled and concluded simple sketches, layouts, features, and ideas based on the initial user research. The ideas were initially proposed to the internal Deloitte team and then to the stakeholders about different creative solutions, problems, and plans for redesigning the product's user interface, flow, and experiences. Brainstorming sessions often took place over several additional weeks discussing new features, problems, frictions, and solutions to increase the user's engagement with the app.
WIREFRAMES
Based on our findings, I created semi-low-fidelity wireframes to propose the initial app design changes and layouts. The wireframes helped me better assess what functionalities, layout, and components were working and what wasn't based on the user and development team's feedback.
I needed to work alongside the dev team as we were dealing with EPIC for this project, and EPIC has a lot of limitations. Due to those limitations, I designed multiple versions of the screens for our dev team to finalize based on the complexity of developing the app.
FINAL DESIGNS
After completing the initial research and designing the low-fidelity wireframes, I was asked to work on the mobile app's future state (MVP+).
The rest of the low/high-fidelity designs were handed over to the offshore team. However, I was involved in providing feedback and ideas for designing the final look and feel of the mobile app.
Simple and direct access to managing your care
Ability to track and manage the care of your whole crew
Easily find a provider near you
Quickly get to the care you need
