Design a new platform to help immigrant look for a right doctor
About the Project
New York has one of the biggest immigrant community in America, I found there is a huge market need for medical support in immigrant continuity. Immigrating to a new country means starting everything over again. Adapting the environment as well as rebuilding connection and career are the biggest challenges the immigrant face with, not many of them are able to handle them. Therefore, many of them have limited access to resources and some of them become actively avoid information. As an immigrant, I have seen many of them are struggling with seeking information especially when it comes to the health care system.
Immigrants struggle with looking for a doctor that best suited to their individual needs and situation.
What are the issues they are struggling with while looking for the right doctor?
How to encourage the immigrants to engage with my product?
UX Researcher & Designer
Understanding our users, make sure we will design what they need.
“I only know the doctors are recommended by my parents.“ — Alan, student
“I'm too afraid to ask questions in English, so I usually say yes to my doctor even I don’t understand some of the terms.“ — Amy, recent graduate
“The review on our community site is not reliable, some doctors just buy people to write a positive comment.“ — Leslie, art educator
From the interview, I discovered that —
The language barrier and information overwhelming are the reasons cause the immigrants avoid information
Most of the immigrants only rely on their friends and family to look for a doctor.
The Immigrants have little or no knowledge about America health care system
Community service sites don't offer enough information and lack of credibility
Miscommunication often happens between immigrant and doctor
4 out of 5 immigrants prefer using a computer instead of mobile
Illustrating the findings and product opportunities.
I conducted a competitive analysis on the current doctor finding platforms by comparing and evaluating the features, performances, strategies, thus to have a clear view about the features of our product and how they should work together. I wanted our product to be able to encourage the users to look up information on their own instead of relying on others. I also asked 2 users to play with the websites and gathers their feedback.
The search process has to be simplified with less number of clicks
Minimize page scrolling
UI interface has to be organized and looks reliable
After all the researches, here are my design ideas
Low Fidelity Prototype
Testing and Feedback
After finishing the wireframe, I ran a user testing which was to look for a specific doctor with 3 participants. The participants loved the idea and claimed they would definitely use the product if it’s made. I also displayed my wireframe to two professionals for their feedback. Below are my findings and insights —
High Fidelity Prototype
The feedback from the testing and professionals informed me the design was not comprehensive enough and gave me some creative ideas
Change#1 Interaction before homepage
Popup Bar - The first interaction with health care info will make sure the users understand what they are looking for
In order to help new users learn about the health care system and prevent them from skipping the health care information on the homepage, I created a tutorial which is the first things the users will interact with. It provides a basic instruction of choosing a doctor before they start. Therefore, it avoids the users choosing the wrong or unable to search for a doctor.
Add more illustrations - Making the site looks more positive and build emotional connection with the users
Change#2 Homepage redesign
Language Bar - Using the name of the language to avoid regional and cultural conflict.
One participant felt uncomfortable because the language she speaks was represented by another country. To avoid confusing the immigrants and the possibility of making them feel insulted, using the native name of languages is the best solution.
Search Cart - Keep the doctor spoken language filter only to prevent the users from missing any info
Based on the research, the doctor spoken language is the most important factor the immigrants are looking for, the doctor speaking language filter is provided under the search bar.
Redesign Instruction & Interpreter Benefit - Highlight the instruction of visiting doctor and info about requesting interpreter
Many immigrants feel lost when they visit the doctor for the first time. The instruction helps them acknowledge what they should prepare. Meanwhile, all the immigrants I interviews did not know they have the right to request an interpreter at the doctor office. It’s the ice breaker to reduce miscommunication and make sure the patient fully understand their health situation. It is important for immigrants to know about it and all the health insurance companies do not provide the information on their website.
Change#3 Redesign doctor result page
Restructure Result Page, highlight the most important factors for immigrants, and use a wrapping list with ratio 1:3:2 will allow the users browse the entire interface as much as possible
Accepting new patients, open on weekends, and verified by FindDoc are the three highlights of a doctor profile, the side filter displays on the left side. While the users are browsing the list, they can quickly filter the doctors are not qualified for their situation.
Change#4 Redesign doctor profile
Restructure Doctor Profile, move key information and tab bar to the left to help the immigrants keep track of information
One article from Nielsen Norman Group, in their previous research on horizontal attention, they found that people disproportionately spend much more viewing time on the left half of the page versus on the right half on the web. Based on my past experience, I noticed many people like to open multiple tabs at one time when they search for something. Due to the short term memory, it is very difficult for them to memorize all the doctor information. With the key information on the left, they can have a quick view to determine whether they want to keep this information or not.
The project took two months and half and it gave me a great experience of working on a independent UX project. From recruiting the participant to giving the final presentation to the professionals, I learned to manage the time and effort of each task during progression. It gave me a better strategy to run the next project in the future. Meanwhile, the feedback from the professionals was incredible and they opened my eye and deepened my understanding of user experience design. They gave me lots of thoughts and inspiration to satisfy our users and avoid disappointing them to use our product.I appreciate all the help I received and I can’t wait to bring these ideas to my next adventure.