Clariity Health
As an up-and-coming health and wellness platform, the client needed clarity around the platform’s target users and their needs in relation to health and wellness within their specific geographical location. Alongside delivering a high-fidelity prototype, our goal was to develop a UX strategy for the brand’s launch in the coming year.
So then: how do we start to understand our users? How can we optimise the platform so that users recognise the its value and engage with the brand’s services? In addition to our design team, this undertaking required collaboration with the brand’s main founding team, its developers, and esteemed staff at Regent’s University London.
Client Team
Company Founder
Business and Creative Lead
Lead Developer
Product Design Team
Patricia Catangui
Elaine Liman
Kimberly Peña
Supervisors
Kate Nightingale
Dr. Sylvie Studente
Research
Our team conducted primary and secondary research using both qualitative and quantitative methods to understand the current market as well as potential users’ goals, needs, motivations, and frustrations around their personal health and wellness.
A total of 16 semi-structured user interviews were conducted over two weeks, where session notes were then analysed thematically to present common patterns. Along with the secondary research that was previously gathered, user persona cards, empathy maps, and user journey maps were developed. To highlight the primary features of the design, these were also expanded into user needs statements, problem statements, and hypothesis statements.
Interview notes (blurred out) – categorised by topic and colour coded into patterns (positives, pain points, needs, goals, tactics, and questions)
Explorations
After having gathered information from the initial interviews, How Might We’s and Crazy Eights exercises were used to facilitate the brainstorming process. This allowed us to produce various solutions, features, and functionalities that built upon initial user flows and wireframes created according to the clients’ needs and consequently focused on building upon users’ needs.
These low-fidelity prototypes were presented to the client where we ensured alignment with business objectives feedback was used to develop the next round of iterations.
Design Iterations
With the user experience in mind, mobile and web prototypes were created to suit the brand’s two-sided platform model created for both end users and health and wellness service providers.
As a developing brand, our team also expanded on their established guidelines to include motion and interactive elements. These were utilised to create a more encompassing brand look-and-feel throughout their digital presence and was presented in the high-fidelity prototypes.
Log In Page – visual differentiation between user types within a two-sided platform. *To protect the brand’s developing IP, visuals have been customised or presented in greyscale.
User Testing
Over the course of five days, moderated usability testing sessions with eight participants were conducted remotely online. With varying user groups, a different set of tasks were created for each.
Similarly to the initial interviews, information gathered from these sessions were analysed thematically, where a total of eight key themes emerged from affinity mapping. Solutions were suggested for each theme–all of which were placed in a priority matrix. This then allowed us to focus on the most impactful steps we could take for the next iteration of the product, and suggested steps for the client to take for future development.
Simple Search Feature (displayed in greyscale to protect the brand’s IP) – designed to enable users to filter through varying content and services more quickly
Developer Handoff
Once the final prototype was developed and presented to the client, Product Requirement Documents (PRDs) were created to finalise the project and hand the prototypes off to the business’ team of developers to begin building the product.
Reflections
As this project’s aim was to launch within the next year, our team’s goal was help the client in their initial development of a product for the near future. This was my first UX project where we were able to collaborate with teams at most stages of the design process.
Collaborating with adjacent teams – although minimally mentioned in the body of this project, we always ensured that our decisions as a UX team were cross-referenced with the business and development team in terms of feasibility, business capabilities, and timelines. This process often took time, but it safeguarded the process for our team and helped minimise issues for the development team after the project hand-off.
Building a brand’s experience through all touch points – while our team was creating the digital platform for the brand, the client teams were simultaneously developing the physical interactions with potential partners and clients. As a product designer, it was interesting to see the different touch points progressing and was important to take this into consideration to establish that all experiences are presented as an extension of the brand as a whole.
Articulating the process – as a designer, communicating expectations, keeping the client updated, effectively explaining design decisions, and sharing insights are keys to seamless collaboration. While working with a tight timeline, this was especially true when it came to keeping the lines of communication open between out team and the client.