UX Design Case Study
Designing Marshfield Clinic's App: Focus on Notifications
In short
I joined the project to help create a centralized notification system within a mobile app that allows patients to receive alerts and conveniently monitor various aspects of their healthcare. This included upcoming appointments, lab results, medications, bills, and access to important documents and summaries. By providing all this information in one place, patients can stay informed and engaged in managing their healthcare more effectively, even while on the go.
We aimed to create a reliable system where patients could receive customizable alerts. They'd have the flexibility to choose the type of alert, how often they receive them, and in what format. This way, patients could tailor their notifications to suit their individual needs and preferences.
Timeline & Platform
3 months for mobile app
Discovery & beyond
To tackle this challenge, I conducted thorough user research to find out which notification features patients wanted the most. This research provided invaluable insights that guided my development process to create a notification system tailored to users' preferences and needs.
Quantitative metrics
I utilized agile research methods, including Kano surveys and card sorting, to gather insights efficiently. I sought to understand,
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What communication they preferred for receiving notifications?
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How they liked to manage them?
Qualitative metrics
Another crucial aspect of our discovery process involved qualitative research. To achieve this, I conducted both internal and external interviews, asking specific questions to understand our user demographic better. Through these interviews, I aimed to uncover their unique preferences shaped by their healthcare needs or the needs of those they cared for. This included:
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What should the default settings be?
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Should we create caregiver notification?
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What terminology should be included?
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When do you want to receive notifications and how often?
Tools for success
Making sure the project is a success means getting everyone involved. From stakeholder workshops to team exercises, these sessions let us work together to create a solid plan. Our meticulous selection of tools allows us to effectively test, measure, and design each step of the process, ensuring thorough planning and execution.
From research to design
Based on the user interviews conducted, we found that patients prioritize notifications with appointments being the most requested, followed by test/lab results, pharmacy updates, and messaging, in that order. This information led us to start rapid prototyping, focusing on integrating notification features like alerts, a notification history, and granting patients control over managing notifications for specific features.
Implementation
We introduced a range of notifications, alerting users to upcoming appointments, pre-check-ins, new test results, and pharmacy updates. Throughout the implementation, we conducted user testing to ensure the new design met users' needs, making necessary iterations along the way.
Final Prototype
Results
Following the implementation of the new design, our team observed a notable surge in user engagement across the mobile app. This included an increase in the number of pre-check-ins completed before scheduled appointments, as well as a rise appointment confirmations.
Users expressed satisfaction with the overall design of notification management, noting that the process of enabling notifications was intuitive and straightforward. This feedback was particularly significant, especially coming from our elderly population.
Overall, the design had a positive impact on the patient experience, enhancing customer satisfaction and streamlining the process of managing their health care.