What is HealCo?

HealCo is a web platform specifically made for medical hosts/guests to lease/rent a medically equipped and approved space based on their specialties.

HealCo also has a huge focus on telemedicine - a way for patients to receive medical assistance through digital and long distance means.

My Role

I was the sole Visual and UX/UI Designer. I worked closely with 4 Full Stack Engineers, 2 Analytics team members, and the CEO.

Users

There are 3 categories of users:

1. Hosts

2. Guests

3. Admins

Complete Redesign

As a relatively new company, most of the workload was spent on completing the platform's core features. This resulted in a bare minimum design overall.

I was brought in to redesign the entire user interface and experience for their  HealCo platform - this includes their website, form flows, and dashboard. One thing I had to keep in mind was scalability, as HealCo was rapidly pushing out new features for its users.

Order of Goals

The first thing I did was figure out and plan the flow direction for users. The end-to-end experience was crucial to keep users on track to fulfill all requirements requested.

1. Website - Being the initial starting point for any HealCo user, it is essential to have a welcoming landing page with information for users to provide knowledge, security, and confidence.

2. Form Flows - Following the website, users are prompted to a form flow. This form flow provides a set of questions and requirements for HealCo’s database.

3. Dashboard - The dashboard is the central hub for all users - hosts, guests, and admins. Every feature of HealCo will be available to use within the personalized dashboard.

Starting Line

The HealCo website is the starting point for all users. Whether it's to sign up, login, or view articles, this is the starting destination for viewing features provided by HealCo.

What's the issue?

The biggest issue with HealCo's initial website is the lack of information. Being the starting point for new users, it is crucial to provide new visitors with necessary information to instill feelings of security and confidence when applying for HealCo.

Users had no idea what services HealCo provided, how it worked, and whether HealCo was a legitimate service.

Precursor

Before coming up with a design, I surveyed the questions that users asked before committing to a product or service. This was used to determine the necessary information the website would provide to users.

User Flow

Many high level requirements go into the specificities of each action and function, but the general user flow goes like this:

1. Choose a product type

2. Add a product plan

3. Apply add-on(s) to chosen product plan

4. Checkout

Ideation

After figuring our which piece of information was most sought, there were 4 things that needed to be included:

1. HealCo's purpose and mission - users will feel a more personal connection with HealCo

2. How HealCo works - users will know how HealCo works and what services it provides

3. Testimonies - testimonies will build trust, security, and reliability for potential users

4. Mentions from reputable sources - being a relatively new company, having reference articles and mentions from reputable sources shows legitimacy

Final Result

Keeping all those sections in mind, I designed the flow of the website to go by relevance and importance. As the user scrolls down, we answer new questions that may come up after they read a section.

Precursor

With the new landing page, we're able to showcase all the crucial information that users look for when signing up for a new service. It showcases all the initial information about HealCo - providing new users with confidence in HealCo's purpose, reliability, and legitimacy. Multiple call-to-actions have also been added to provide direction for new users.

Providing a sense of confidence can push people towards the first step.

The Halfway Point

After viewing the HealCo website, new users are sent to a sequence of forms. These forms ask users questions to better identify what they're looking for.

What's the issue?

The main issue was the amount of tediously specific questions that users were required to fill in before being allowed to proceed. Users felt lost and frustrated when asked such specific questions before even given a chance to view the dashboard.

This led to some users leaving the for halfway.

Getting rid of the tedious

I laid out the entire flow process and organized them based on importance and relevance. Besides mandatory questions like personal information, I kept questions that gave a general idea of what users were looking for. I was able to remove half of the questions whilst keeping enough for HealCo to create personalized dashboards and results for each individual.

Final Result

With the removal of unnecessary questions and the addition of HealCo's new design - I came up with a clean and seamless experience for the form flow.

Form Fulfillments Increased - Form Flow Conclusion

After the removal of unnecessary questions, we had a significant 47% increase in form fulfillment and account creation. Users were finally able to get into their dashboards.

It is crucial to get users to the main content as quickly as possible.

The Finish Line

After viewing the website and completing the form flow, users are finally presented with their personalized dashboard. This is where users can view properties and set up deeper details of what they're searching for.

What's the issue?

Although users received their dashboard, the information and services provided were scattered. It was difficult for users to navigate to specific sections. There was a huge lack of connections and links between information - making users traverse to find said correlated information. There was also a lack of any indications of progression.

Providing a user "what" and "where" they are in any session is important to keep them on track.

Less searching, more doing - Final Result

I laid out every feature and flow for all users. To address the lack of connections, I made sure to include connection points, hyperlinks, and options for users to click directly. This saves users multiple clicks and the pain of searching.

I added a visual progression system so users knew their position in their current activity. One thing I focused on was creating a sense of flow between each feature for the users to follow through. This helped users complete each step without being lost on what to do next.

Conclusion

Whether it was the lack of information or the abundance of unnecessary requirements, HealCo's end-to-end flow gave users a confusing and frustrating experience.

The redesign solves the main issues for each section of the flow. The website provides all the necessary information for new users, the updated user flow ensures a smooth experience to promote completion, and the dashboard provides a much needed redesign and navigation system that connects relevant areas.

This smooth experience from start to finish gives users confidence in themselves and the platform they're using.