Patient's First
UX Research
Healthcare Case Study
Patient's First
UX Research
Healthcare Case Study
Patient's First
UX Research
Healthcare Case Study
Project Overview
Project Overview
For this case study, I was tasked with conducting research to help build an understanding of patient experiences and how they manage their health through existing healthcare services.
For this case study, I was tasked with conducting research to help build an understanding of patient experiences and how they manage their health through existing healthcare services.
The Client
The Client
Patients First (student project) represents a fictional government-led initiative aimed at improving healthcare for patients.
Patients First (student project) represents a fictional government-led initiative aimed at improving healthcare for patients.
Assumptions
Assumptions
I wanted to investigate the realm of mental health based on my assumption that it is difficult for patients to find the right therapist that fits their budget.
I wanted to investigate the realm of mental health based on my assumption that it is difficult for patients to find the right therapist that fits their budget.
Secondary Research
Secondary Research
To evaluate the validity of my assumptions, I went online to do my secondary research. As a result, I came across interesting data points about patients seeking mental help.
To evaluate the validity of my assumptions, I went online to do my secondary research. As a result, I came across interesting data points about patients seeking mental help.
Finding 1
A third of survey respondents (33%) reported difficulty finding any mental health prescriber who would accept their insurance, either in- or out-of-network.
Finding 2
88% of mental health counselors are white. People are less likely to seek help if they think their doctor can’t understand or empathize with their background, cultural differences, and experiences.
Finding 3
1 in 5 U.S. adults experience mental illness each year
Problem Statement
Problem Statement
Anxious patients struggle to find mental health practitioners that they can both afford and feel comfortable with. These barriers leave over 50% of individuals with mental health conditions in the U.S. untreated, underscoring an urgent need for improved resources to help patients access appropriate care.
Anxious patients struggle to find mental health practitioners that they can both afford and feel comfortable with. These barriers leave over 50% of individuals with mental health conditions in the U.S. untreated, underscoring an urgent need for improved resources to help patients access appropriate care.
Anxious patients struggle to find mental health practitioners that they can both afford and feel comfortable with. These barriers leave over 50% of individuals with mental health conditions in the U.S. untreated, underscoring an urgent need for improved resources to help patients access appropriate care.
"
" How might we reduce barriers for anxious patients navigating psychological services so they can easily and confidently find practitioners who fit their budget and personal preferences? "
Interview Process
Interview Process
Setting
2 online
1 in-person
Tools
Otter A.I
Google Meet
The Goal
To identify needs of anxious patients
Participant Criteria
Warmup Questions
Open-Ended Specific Questions
Participant Criteria
Warmup Questions
Open-Ended Specific Questions
Participant Criteria
Warmup Questions
Open-Ended Specific Questions
Affinity Mapping and Key Insights
Affinity Mapping and Key Insights
= Pain Points
Pain Points
= Motivations
Motivations
= Behaviors
Behaviors
I utilized affinity mapping to help me uncover 3 key insights generated from what my recruited interviewees had said.
I utilized affinity mapping to help me uncover 3 key insights generated from what my recruited interviewees had said.
Theme 1:
Being Listened to
Theme 2:
Affordability & Accessbility
Theme 3:
Commonality & Trust
"I tried a psychiatrist when I was 24"
"I tried a psychiatrist when I was 24"
"A good listener. Someone who listens first and is willing to be empathetic."
"A good listener. Someone who listens first and is willing to be empathetic."
"Must be empathetic, caring, not judging, knowledgeable."
"Must be empathetic, caring, not judging, knowledgeable."
“Sometimes there’s a service but nobody really there, like a ghost service.”
“Sometimes there’s a service but nobody really there, like a ghost service.”
“When I moved to Morroco Had a hard time finding a therapist that could fit within my timezone”
“When I moved to Morroco Had a hard time finding a therapist that could fit within my timezone”
“I just can’t afford it.”
“I just can’t afford it.”
“affordabilty and proximity.”
“affordabilty and proximity.”
“Last month, the experience of finding one that accepts my insurance wasn’t easy.”
“Last month, the experience of finding one that accepts my insurance wasn’t easy.”
“I wouldn’t mind in person, but I do like the comfort of my room”
“I wouldn’t mind in person, but I do like the comfort of my room”
“Sometimes I wouldn’t do sessions because insurance isn’t covered”
“Sometimes I wouldn’t do sessions because insurance isn’t covered”
“I’ve gone to university where they offer mental health but had to go through a lot of hoops”
“I’ve gone to university where they offer mental health but had to go through a lot of hoops”
“I tried Betterhelp, but I didn’t like it, felt confused”
“I tried Betterhelp, but I didn’t like it, felt confused”
“I think it’s difficult to find someone you trust.”
“I think it’s difficult to find someone you trust.”
“Has to be a latin woman”
“Has to be a latin woman”
“I want someone who fits my ethnic background.”
“I want someone who fits my ethnic background.”
“Has to be from a trusted source”
“Has to be from a trusted source”
“practititoners should be licensed, have a degree and no bias.”
“practititoners should be licensed, have a degree and no bias.”
“I’ve looked at Betterhelp, but didn’t really use, I don’t think anyone there is licensed as far as I know”
“I’ve looked at Betterhelp, but didn’t really use, I don’t think anyone there is licensed as far as I know”
Insight 1:
Hesitant patients valued having someone really listen to them.
Hesitant patients valued having someone really listen to them.
Insight 2:
Money & Insurance played a role in whether interviewees sought or continued seeking mental help.
Money & Insurance played a role in whether interviewees sought or continued seeking mental help.
Insight 3
Hesitant patients valued someone who was similar to them, and valued trust and credibility highly.
Hesitant patients valued someone who was similar to them, and valued trust and credibility highly.
Chosen Theme: Affordability & Accessibility
Money & Insurance played a role in whether interviewees sought or continued seeking mental help. However, even without money involved, there were still barriers in finding one that fit their schedule, which contributed to their troubles finding help.
Money & Insurance played a role in whether interviewees sought or continued seeking mental help. However, even without money involved, there were still barriers in finding one that fit their schedule, which contributed to their troubles finding help.
Persona
Based on my secondary and user research, I landed on Antonio as my persona who represents the target user I am creating a solution for.
Based on my secondary and user research, I landed on Antonio as my persona who represents the target user I am creating a solution for.
Wireframes
Wireframes
With the sketches drawn out, I then went into Figma to create greyscale wireframes for the purpose of usability testing. As a result of my sketches and keeping in mind my research + persona, I crafted my wireframes with a focus on simplicity since the user, Antonio, struggles with anxiety, and I wanted the product to be easy to navigate.
With the sketches drawn out, I then went into Figma to create greyscale wireframes for the purpose of usability testing. As a result of my sketches and keeping in mind my research + persona, I crafted my wireframes with a focus on simplicity since the user, Antonio, struggles with anxiety, and I wanted the product to be easy to navigate.
Usability Testing
Usability Testing
Tasks
Summary
Goals & Objectives
Tasks
Summary
Goals & Objectives
View Testing Script
Results
Results
After conducting 5 tests with 5 different users, all tasks were able to be effectively completed, with task 4 (booking time) being the only one faced with a bit of struggle. Both users struggled to click on 4 pm before clicking book.
After conducting 5 tests with 5 different users, all tasks were able to be effectively completed, with task 4 (booking time) being the only one faced with a bit of struggle. Both users struggled to click on 4 pm before clicking book.
Jonathan
"Calendar needs more options."
Maurice
"Therapist section needs more details."
Melica
" I enjoyed how simple it was."
Even though some of the participants said the simplicity was good, other types of feedback touched upon the design being too simple in a sense and demanded I give more. I then went on to expand the wireframe a bit more.
Even though some of the participants said the simplicity was good, other types of feedback touched upon the design being too simple in a sense and demanded I give more. I then went on to expand the wireframe a bit more.
Learnings
Learnings
The case study finished here, and even though the wireframes didn't become a hi-fidelity prototype, this was my first attempt at doing user research and gave me a foundation for conducting important procedures for the UX process.
The case study finished here, and even though the wireframes didn't become a hi-fidelity prototype, this was my first attempt user research and gained a foundation for conducting important procedures for the UX research process.
Thank You!
Feel Free to take a look at some of my other work!
BrainStation X Royal Caribbean
BrainStation X Royal Caribbean
5 Day Hackathon
