Single Page Web App (CareMessage)

My Role: Product Designer

CM_03.png
CM_04.png

Background

CareMessage enables clinics to better connect to and engage with their patients by sending them interactive messages through a web-based application. As the Product Designer, I helped redesign their single-page web app to design a product that was scalable, intuitive, and welcoming. Because products like CareMessage's app are less common in the healthcare industry, I focused on ensuring the app was very easy for first-time users to understand and use, no matter their level of technical proficiency or experience using similar platforms. There were three main problems I needed to solve:

  1. Many users of this app are not tech-savvy or used to integrating software in their daily workflow.
  2. The previous version of the app was not scalable and could not handle the current traffic. Thus, the redesign I worked on needed to be pushed out quickly.
  3. Once users begin to utilize features, they don’t know what to do with the data they get back.
CM_01.png

Step 1: Make sure the platform is easy to learn and use.

I needed to ensure that the CareMessage platform was easy to use and understand for all users. To do this, I first thought about their experience logging onto the app for the first time. I designed welcoming onboarding screens and empty state pages that clearly explained what each of the 8 features were used for and directed users exactly where they needed to go. The order of the features on the navigation menu was based on the most logical flow for first-time users as they begin to navigate through the app. I also used friendly illustrations, progress bars, and familiar design patterns to increase accessibility.

CM_02.png

Step 2: Define MVP vs. Ideal Product.

While still advocating for the user and ensuring the app provided a good user experience, I needed to also balance time and business needs. For every feature I designed, I created an ideal version as well as a MVP (Minimum Viable Product) version. Anything excluded from the MVP, while ultimately useful, was not absolutely necessary to create a positive UX. Though it was at times difficult to strip away parts of my designs, through this process I was able to think about what is absolutely necessary for the user and what is preferred but not required. By focusing first on the bare bones of the app, it made it easier to build out each feature from there and find ways to innovate.

CM_05.png

Step 3: Clearly present data and outcomes to users.

After ensuring users understood how to use the app, I was focused on helping them get as much information as possible out of the app. Metrics, outcomes, and data were key here. I needed to present this information in a way that was easy to digest and share with others. For front desk staff using CareMessage, it was important that they could communicate the value the app provided to high-level directors and CEOs by easily taking a screenshot of a dashboard showing results. I focused on making metrics easy to read and understand, clearly labelling what they meant, and avoiding jargon or unnecessary data that would add complication.

Final Product

By ensuring features were simple to learn and use, providing detailed instructions and tips, and designing an intuitive and easily understandable interface, I designed a product that all of CareMessage's customers could use, regardless of their technical proficiency. The redesigned app provides useful metrics and data to its users, encouraging them to continue using the app to draw more actionable insights. By welcoming users onto this app and ensuring they have a positive experience while using it, CareMessage customers feel more confident when using the platform. Instead of spending time trying to understand what each feature does and the best way to navigate through the app, users can instead focus on how they can use CareMessage to increase patient engagement and improve health outcomes for the patients they serve.