Leading discovery research for a $4 billion opportunity in the medical health records space.
Led end-to-end design process, product vision, and business strategy a medical health records platform for healthcare professionals within a $4 billion healthcare industry projected to grow in 2025.
Led-end-to-end UX research process, conducting discovery research with 20 healthcare professionals, patients, healthcare admin, and leadership to define scope, product vision, and business differentiators for the MVP platform.
My Role, Design Process & Impact
My role: Senior UX Researcher At Your Health Records
Led end-to-end design process, product vision, and business strategy a medical health records platform for healthcare professionals within a $4 billion healthcare industry projected to grow in 2025.
Key Deliverables:
Discovery research with 25 participants
Affinity clustering
User types & personas
UX Stakeholder map
Journey map
Sketches & wireframes
Design Process: End-to-end product design & development
Led-end-to-end UX research process, conducting discovery research with 20 healthcare professionals, patients, healthcare admin, and leadership to define scope, product vision, and business differentiators for the MVP platform.
Impact:
Led extensive needfinding, user research synthesis, and affinity clustering of discovery interviews, pitching the need for a healthcare company to create healthcare records that are owned by the patient and are easily transferable across doctors and specialists.
25 Discovery interviews across a variety of stakeholders uncovered HIPAA violations, insecurities in managing health, and too many health portals.
Healthcare organizations are required by law to fulfill requests for records in a timely manner
Users want to access their records in order to feel in charge of their health
Users are overwhelmed by the amount of healthcare portals they have to access and keep track of
We made sense of interview insights through affinity clustering and found urgent problems
All users had a negative experience with the process of obtaining their records
All users had difficulty understanding their record once it was in their hands
A lot of users struggled to get their records from healthcare providers & organizations
Compiling the data led to this user persona
Desires: more control over her records
Goals: take control of health and utilize just one platform
Frustrations: lack of follow through from staff
Looked at all involved in the user’s medical records and created the core, secondary, and tertiary user groups
Core User: individuals who are mindful of their health and caregivers
Secondary: Clinicians
Tertiary: support staff
Journey map based on research insights reveal users are highly frustrated with the process and can’t rely on healthcare staff
Users will enter a “limbo” state after their initial request for their record with no follow up from staff.
Often they will reach a dead end through no fault of their own
Sketches & Wireframes reveal MVP Scope to focus on key features such as
Tracking requests
Document simplifier &
Intuitive organization
Here is preview of the MVP with high-fi mockups
See full case study on the UX design and product design process here