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Healthbuddy

Healthbuddy is a conversational AI-based solution that caters to help users find accurate, simplified and verified information to any medical queries.

Type

Academic Project

My Role

UX/UI Designer responsible for Primary Research, Ideation, Wireframing, Visual Design

Duration

10 weeks

UX Methods

Primary research, Secondary research, field study, user persona, storyboarding, user flows, affinity mapping, wireframing, prototyping, brainstorming, visual design, and usability testing.

Collaboration

Collaborated with 3 other HCI students for this project.

Tools

Figma, Figjam, Miro

Quick Overview

Before moving forward here is a quick overview of the project problem, target users, and the solution.

Problem

People are constantly overwhelmed with the overload, complexity, and unreliability of medical information and require a reliable source to help address this concern.

Users

For this project, we targeted two types of users, one who has experienced the healthcare system recently and the other who does not have experience dealing with the healthcare environment.

Solution

A conversational AI-based solution that caters to help users find accurate, simplified and verified information to any medical queries.

Design Process

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Epathise

Understanding the Problem Space

01 Empathize

Empathized with the problem area using various research methods

Literature Review

I went through several research papers on online resources like google Scholarly to get perspective on sub-fields in health literacy, current health literacy status, and challenges faced in this domain. Insights gathered to set a base for user interviews and observations.

Based on the desk research, narrowed to eHealth Literacy model and further focused on Health literacy.

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eHealth literacy is defined as the ability to seek, find, understand, and appraise health information from electronic sources and apply the knowledge gained to addressing or solving a health problem.

Health literacy is the degree to which individuals have the capacity to obtain, process, and understand basic health information and services needed to make appropriate health decisions.

User Interview

I conducted 2 semi-structured user interviews, one user who had recently experienced American healthcare and other who had no experience with the system. I observed 6 others led by my teammates. Interviews were conducted in person and on zoom. Insights were useful to map and group user problems.

Analyzed the data from interviews using Affinity mapping. 

Medical Insurance

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Medical Documents

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General Medical Facilities

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A Treemap mentioning the frequency of the issue helped us understand the severity of the problem by size.

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"Google is a complete no-go. Everything takes you to 'cancer'."

"Would prefer an online resource by any recognized organization like WHO"

" Need to ensure that a particular treatment is covered under my insurance but don't know where to find this information."

Online
Observation

As access to the actual field was out of scope, I conducted online observations where I visited online social platforms like, Quora, Reddit, Twitter, and medical forums, to understand the kind of doubts users have.

Observations suggested a wide spectrum of questions ranging from serious to silly issues.  

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02 Define

Defining the User

Created two user personas to understand the needs and frustrations of the users. 

Define
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02 Define

Framing the Problem Statement

Crafted a well-defined statement to enhance understanding and center attention

" People are constantly overwhelmed with the overload, complexity, and unreliability of medical information and require a reliable source to help address this concern. "

Overload of Information

Lack of Reliability

Complexity of Terminologies

Ideate

03 Ideate

Formulating the Solution

Employed a diverse range of brainstorming methods to cast a wide net while also exploring each idea thoroughly

Ideation

For this project, we choose health literacy and went forward with brainstorming in the same direction. Each team member individually came up with around 15 ideas which we further discussed and narrowed down to three. Later after a details analysis, we finalized the concept of Healthbuddy.

Some primary points to emphasis during ideation

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Generating as many ideas as possible without evaluation or discussion

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Discussed and Evaluated to narrow down to three concepts

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Constructed a user-focused storyboard to assess each concept.

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solution
Solution

03 Ideate

The Solution

Settled on one particular concept and elaborated its components arriving to the final solution

A conversational AI-based solution that caters to help users find accurate, simplified, and verified information for any medical queries.

Introducing

Max

Healthbuddy is the application that hosts Max. It allows users to get clarification on doubts and concerns while dealing with health information.

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Features

for MVP

During prototyping, we took Monica's persona into account and created two scenarios that covered key features.

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Prototype

04 Prototype

Putting the research into action

Employed Utilized various UX methodologies while detailing the mobile application

Information Architecture

User Flow

During prototyping, we took Monica's persona into account and created two scenarios that covered key features.

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General medical information: Monica intends to go on a hike but is concerned that pollen will aggravate her asthma.

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Information Verification: In the same scenario, she wants to verify some information about the effects of exertion on asthma patients.

Prototype

Used Figma to create interactive mid-fidelity prototype and UI Design 

Patient Portal

Healthbuddy requires access to the user's patient portal in order to provide a personalized experience. The user has the option to deny access to the portal. In this case, the bot will ask the appropriate questions before responding.

General Medical

information

To provide personalized input, the system will primarily gather information from the patient portal. If access to the patient portal is denied, the bot will ask the necessary questions to provide precise input.

Information Verification 

On the back end, the system will compare the provided information to verified sources such as WHO to determine its authenticity, gather the necessary data, simplify it, and display it in an understandable language.

My Topics

The app will display a curated list of articles based on the user's interaction with the bot. This will be a short snippet of information that is easy to understand, similar to flashcards. Users can share and save these cards for later use.

05 Test

What did the users say?

Following the Minimum Viable Product, decided to conduct some usability testing.

Following the Minimum Viable Product, we decided to conduct some usability testing. We performed heuristic evaluations based on the 10 Nielsen Norman heuristics. We also conducted a think-aloud session with actual users on two task flows covered earlier.

What

worked?

What did not work?

  • Users like the concept of healthbuddy and a conversational approach to doubt-solving.

  • Users gave positive feedback on UI and found it easy to use.

  • Users were delighted to get simplified answers in an easy-to-understand language.

  • A lack of system visibility status was observed during Heuristic evaluation where the user was not informed about the number of steps required to complete the given task.

  • The application did not provide a system walkthrough and FAQ sections.

  • The users felt the need to edit previous chats with the bot, which the application did not provide.

05 Testing

My Learnings

I learned how to break down large issues into numerous smaller ones and address each one separately in order to address the more large problem.

I acquired skills for working together and resolving design disagreements without obstructing design workflow.

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