RE-ASSIST
Platform Design
Introduction
Team Members: Althea A, Patrick W, Michael T
My Role: Project Manager & UI Designer | Duration: 3 Weeks | Tools: Maze, Asana, Figma
Executive Summary
As the Project Manager and UI designer on the team, I led a cross-functional team consisting of a UX researcher, Lead UI designer, and UX writer at RE-Assist. Our primary objective was to optimize the user experience for provider onboarding, thereby increasing provider enlistment on the platform. In pursuit of this goal, we focused on enhancing the front-end interface to deliver users an intuitive and seamless experience even before they reached the onboarding process.
Our team implemented strategic improvements to streamline the user journey at RE-Assist, a platform dedicated to connecting care coordinators with top care providers. By collaborating closely with the UX researcher, we gained valuable insights into user preferences and pain points, allowing us to refine and tailor the onboarding experience accordingly. The lead UI designer and I collaborated with the UX writer to ensure that the interface design and content resonated with the target audience, offering a visually appealing and informative interface.
Our collective efforts resulted in an optimized provider onboarding experience, compelling more providers to enlist in RE-Assist. By prioritizing the user experience and leveraging our diverse skill sets, we successfully created an intuitive front-end interface that sets the stage for a seamless onboarding process, empowering care coordinators to efficiently access up-to-date options for the perfect referral.
Overall, our collaborative approach, guided by user-centric principles, helped drive user engagement and contributed to the growth and success of RE-Assist.
Research
Methodology
Our initial step was to send out surveys. We collected twelve surveys from participants that had experienced a transfer of care. Our data was significant in creating our user persona, and the main pain points each one of our users faced. We conducted user interviews to build our persona during the project's research phase. We prepared 10 open-ended questions with the team, focusing on our target audience’s values, motivations, and goals.
Survey Takeaways:
We gathered our data and came up with the following takeaways from our participants (median average):
Rated transfers of care experience
Rated care provider communication
Rated family/ caregiver involvement
Interview Takeaways:
We provided three high-level takeaways from our interviews highlighting the user's pain points:
User Persona:
To better understand our target audience, we created our persona to help us comprehend their target users, needs, behaviors, and preferences. She is a 33-year-old clinical liaison at a major hospital in Cleveland; Jenny's passion for helping patients find appropriate care before discharge stems from the challenges she faced in the past.
Frustrations
Not having accurate and detailed information about providers.
The inefficient process when coordinating between providers.
Needs and Goals
Not having accurate and detailed information about providers.
The inefficient process when coordinating between providers.
Problem Statement:
After we gathered our information, we developed a problem statement. With our persona in mind, our final problem statement was:
Jenny’s ability to improve patient outcomes is being affected by the lack of easily accessible and accurate provider information and inefficient transfer-of-care processes.
Competitive Analysis
To further our research, we conducted a feature inventory analysis of several competitors and comparators to defend our design process further. We focused on the three main features (highlighted on the left).
We conducted a task analysis of how many steps it takes to complete onboarding as a care provider. It takes 35 steps, while other comparing websites only took around 26 steps.
Design Phase
Mid-Fi Prototypes
We started with wireframing for the home page, onboarding, and search engine in the design phase. Our team focused on making it intuitive for care coordinators to search for care providers. We wanted to make the onboarding process streamlined and reduce cognitive overload.
Design System
Our design system was a crucial next step in the design process. It creates a consistent and efficient user experience across all products and services. It establishes design standards, components, and guidelines that can save time, reduce costs, and improve overall design quality.
Usability Testing & Iterations
We created a fully-functional, MID-fidelity prototype of the new flows using Figma. At the same time, we started recruiting participants for the usability testing. We received nine usability tests and used Maze to collect our data.
These were our takeaways:
Takeaway 1
Multiple navigational paths lead to a higher success rate of completing the task.
Takeaway 2
Having a comprehensive choice of words when guiding users will optimize users’ informational journey.
Takeaway 3
Improve the learnability in the process.
