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Introduction

Vivid Rehabilitation Services is a mobile application aimed at providing accessible therapy and counseling services to children and adults. As a UI/UX designer involved from conception to delivery, my role was pivotal in creating a seamless user experience and a strong brand identity that resonates with the target audience.

Problem Statement

The stigma surrounding therapy, coupled with the lack of awareness and access to qualified therapists, creates significant barriers for individuals seeking rehabilitation services. Moreover, busy schedules often hinder regular visits to therapists, further exacerbating the issue.

Goals

  • Create an intuitive and user-friendly mobile app interface for accessing therapy services.

  • Establish a strong brand identity that conveys trust, professionalism, and accessibility.

  • Ensure the app caters to diverse user needs, including children, adults, and individuals with disabilities.

  • Conduct usability studies to iterate on designs and improve user satisfaction.

  • Raise awareness about the benefits of therapy and break down social stigmas associated with it.

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Understanding the user

Research and Discovery

To better understand user needs and preferences, I conducted interviews with potential users, therapists, and experts in the field of rehabilitation. Through these interviews, I gained insights into the challenges users face, their expectations from a therapy app, and their perceptions of therapy in general.

Key Questions

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Pain Points

  • Limited access to qualified therapists in rural or underserved areas can exacerbate mental health challenges for individuals who need support. Without nearby resources, people may struggle to find appropriate care, leading to increased feelings of isolation and distress.
     

  • Stigma surrounding therapy and mental health can deter individuals from seeking the help they need, fearing judgment or discrimination from others. This reluctance to seek treatment can perpetuate the cycle of stigma and prevent people from accessing beneficial services. 
     

  • Balancing therapy appointments with busy schedules can be challenging, particularly for those juggling multiple responsibilities such as work, family, and other commitments. This difficulty in finding time for therapy can delay or deter individuals from seeking treatment, prolonging their suffering.
     

  • Lack of awareness about the benefits of therapy and available resources may prevent individuals from seeking help altogether. Without knowledge of the potential support available, people may struggle unnecessarily with their mental health challenges, unaware that effective interventions exist.
     

  • Financial constraints often limit access to therapy services, as many individuals cannot afford the out-of-pocket costs associated with mental healthcare. This financial barrier can prevent people from accessing the support they need, leading to untreated mental health conditions and increased distress.

Empathy map
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Persona
Attractive Mature Woman

Gibe

Age: 43
Education: 9th Grade
Hometown: Amsterdam
Family: A son
Occupation: Exporter

“Being a single working parent instils in you, a sense of determination.”

Goals

  • Spent more time for son's speech therapy

  • She wants to select a date for appointments

  • Maintain work-life balance

Frustrations

  • Cannot find a day every week for Speech therapy appointments

  • "Waiting for token makes me mad and it eats a huge chunk of productive time of my day"

Bio

Gibe is a 43-year-old single mother of an 8-year-old. She manages a very busy schedule.
She always forgets about dates, times and appointments.
She needs help for her kid to talk normal.

"Productivity is never an accident. It is always the result of a commitment to excellence, intelligent planning, and focused effort."

                        

Goals

  • Organize a TED talk event

  • Know more about speech therapy

  • Prepare for Architectural thesis

  • Learn new things that attract new opportunities 

Frustrations

  • I don't have the confidence to deliver a speech or take a seminar, because of my speech impairment.

  • Can't even find time for sleep, how can I make an appointment with a speech therapist?

  • Can't travel between states for appointments

Bio

Bianca is a passionate architectural student 

She got Tongue-tie. The condition is present at birth.

Her profession demands hosting talks and seminars.

She is a workaholic and works 16hrs daily

Young Hipster

Bianca

Age: 21

Education: Architecture Student
Hometown: Capetown
Family: Abroad
Occupation: Student

User story

Gibe

As a working single mom, I want to efficiently schedule and reschedule my therapist appointments in advance so that I can effectively manage my work hours and enhance productivity.

Bianca

As an architectural student with a demanding schedule and limited time for in-person therapy sessions, I want to be able to conveniently consult a therapist through my phone or laptop. This will allow me to save time on travel and waiting in queues, enabling me to dedicate more time to my studies and other commitments.

User journey map Gibe

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Starting the design

Information architecture

(vivid free pass)

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Paper wireframes

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Drafting iterations of each app screen on paper ensured that the elements chosen for digital wireframes would effectively address user pain points. When designing the home screen, my focus was on creating a simple and easily readable interface to minimize clutter.

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Refining the design

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UI Guidelines

First Low-fidelity prototype

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Using the completed set of digital wireframes, I created a low-fidelity prototype.
The primary user flow I connected was browsing and ordering products to track the product

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Usability study: findings

I conducted many rounds of usability studies. Findings from the first study helped guide the designs from wireframes to mock-ups. The second study used a high-fidelity prototype, and revealed what aspects of the mock-ups needed refining.

Round 1 Findings

 

  • Doctor's/therapist's fee not showing on list: Users are unable to see the fee associated with each doctor or therapist when browsing through the list of available professionals. This lack of transparency can be frustrating for users who want to compare costs before making a selection. Providing this information upfront could improve user experience and help users make more informed decisions.

  • The doctor's/therapist's specialization is not shown in the doctors/therapist list: Users are not able to easily discern the specialization of each doctor or therapist from the list. This makes it challenging for users to quickly find professionals who specialize in their specific needs or conditions. Including this information in the list could streamline the search process and make it easier for users to find the right provider.

  • Availability is only revealed when choosing time and date (must have 'available today' signage): Users can only see the availability of doctors or therapists once they've selected a specific time and date. This lack of visibility upfront can lead to frustration, especially if users are looking for immediate appointments or trying to plan their schedules. Adding a feature such as "available today" signage or providing availability information directly in the list could help users quickly identify open slots and make appointments more efficiently.

 

Round 2 Findings
 

  • Audio and video inside podcast menu (confusion in podcast menu):

  • Users might be confused by having both audio and video content within the podcast menu. It's essential to clarify the distinction between audio-only podcasts and video podcasts, possibly through clear labeling or separate sections.

  • Need filter option on therapist search:

  • Users are expressing a need for more refined search options when looking for therapists. Adding filters such as specialty, location, availability, language, gender, or therapy approach can enhance the search experience and help users find the right therapist more efficiently.

  • Hearing impaired users can't use podcasts (must add closed caption):

  • This finding highlights the accessibility issue faced by hearing-impaired users who cannot access audio-only content like podcasts. Adding closed captions or transcripts to podcasts can make them accessible to a wider audience, including those with hearing impairments.

  • Experience of doctor/therapist not shown in menu:

  • Users expect to see information about the experience or expertise of doctors or therapists directly in the menu. Including details such as qualifications, specialties, years of experience, or patient reviews can help users make informed decisions when selecting a healthcare provider.

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After usability study


Before usability study

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After usability study


Before usability study

The curb-cut effect

Here, closed caption for the podcast is designed to help people with hearing limitations, may end up helpful for others too.

Key mockups

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High-fidelity prototype

The ultimate high-fidelity prototype showcased streamlined user pathways for creating a pizza and navigating through checkout. It also fulfilled user requirements for selecting either pickup or delivery, along with offering increased customization options.

View The vivid app

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Impact

The app effectively conveys that Vivid genuinely considers how to address users' requirements. 

Feedback highlights this sentiment:

"In today's challenging times, when stepping out is difficult, Vivid serves as a bridge between patients and therapists. Even someone like me, who represents the next billion users, finds the Vivid app easy to utilize."

What I learned

Through my role as a UI/UX designer for the Vivid Rehabilitation Services app, I gleaned invaluable insights into user-centric design, emphasizing the paramount importance of prioritizing user needs and preferences. By conducting user interviews, empathy mapping, and usability studies, I acquired a deep understanding of the challenges users face and their expectations from a therapy app. Additionally, I learned the significance of designing for accessibility, ensuring that the app caters to users of all abilities. Addressing social stigmas surrounding therapy and mental health emerged as another critical aspect, necessitating a multifaceted approach through branding efforts and user education initiatives within the app. Embracing an iterative design process, I continually refined the user experience based on feedback, honing in on pain points and enhancing overall quality. Ultimately, this experience fostered empathy and understanding, as I immersed myself in the users' experiences to create solutions that truly meet their needs and aspirations.

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