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Cornerstone Health owns and operates 14 medical centers under the 'Our Medical' brand across NSW, Queensland and Victoria. The medical centres are designed to contain all medical services that would be needed by a patient including a bulk billing GP clinic, pharmacy and specialist services. The GP clinics are based on a 'no booking' queuing model where patients check in at reception and join a queue - ensuring same day treatment.
Cornerstone Health wanted to streamline and evolve this model by developing a holistic health app which allowed patients to use contactless check-in and included the ability to book specialist appointments, manage their e-scripts, documents and test results.
I was a UX and UI designer on the MVP pilot of the app. and involved for the full cycle of the design process from initial research to launch. Working with a fellow designer, we produced all major deliverables for the app, presenting and liaising with the client, prioritizing and developing features, conducting user research as well as communicating with Automed - the out of house build team - to determine capabilities and opportunities.
Activities
Observational research
Guerilla interviews
Competitor analysis
UX & UI audit
Solution ideation
User flows
Deconstructing the provided app functionality guidelines provided an understanding of the key functions. A systemic audit produced three major insights:
Using these as a starting point, we were able to quickly formulate a design and development plan.
Activities
Wireframing
Design system creation
UI creation
User testing
As the app was likely to be used by unwell patients or people under stress, it was important that we reduced friction as much as possible.
As users were most likely to first sign up when they needed treatment, we worked to reduce the length of the sign-up process by removing unnecessary information. Fields were moved onto separate screens to reduce cognitive load and a bio-metric login function was added to make access easy.
'Purpose of visit' fields were removed from the clinic check-in process to further simplify the flow and push notifications was added so that patients would be aware of when they would be next seen in medical clinics.
Limited user testing was completed using the MVP app with an equal number of iOS and Android users. The small number of participant meant that feedback was qualitative rather than quantitative.
After writing the research guide, including the script, I led user testing sessions involving interviews and a run-through of the prototype. From the insights gathered, I was able to update the design and incorporated this into our final MVP.
We were able to launch the app on both Google Play and iOS within the 3 month window originally planned. The app reached no. 6 of the Google play store (free productivity category) and no. 4 on the Apple store within four weeks of launch. At the medical centers where it was initially rolled out, we saw 69% of existing patients download the app. As a result of this success, Cornerstone Health approached us to design a separate web and native app based telehealth service.
Development of this app was a object lesson in successful lean UX practice. As we had an out of house development team and a product manager withing the client company, I also had to adapt our agile rituals.