MHEALTH APP

 mHealth Application which aim to improve their users Health habits

my role

UX Designer owned end to end Experience and research

project

A personalized app for improving health habits in chronic patients

my team

This is a project of Pitangoux. As part of Pitangoux Team, I worked in a team with a UI specialist Directly with the client's Head of product 

What did we do?

4 Research sub projects

6 Focus groups

2 High fidelity prototypes

Wireframes

Ui Design and development

BACKGROUND

This mHealth app is a hyper-personalized app that aims to improve the lives of people suffering from chronic conditions, improve their health habits and manage their disease (tracking meds, BG, BP, etc.)

a problme to solve

The global healthcare industry is investing huge resources to provide healthcare services to empower patients so that they can manage their own health
The remote health care industry is growing and evolving year by year, as is the competition for that distance relationship with patients who need it.
But all of these resources can really improve the lives of patients only if the patients themselves meet what is required of them to improve their health. And here it becomes tricky ...


How can we help patients put in the hard work to improve their health?
It's a story about motivation, self-belief and the power of real personalization

Research

Research Functions

Evaluative

Examine the effectiveness of our existing I am malfunctions to have a salesResolutions it.Leave the door could measure solutions in addressing the needs and pain points of our users.

Generative

Expand our knowledge about user challenVersion is it outges and gain a general understanding of our users’ behaviors.

We conducted 4 major research sub-project, Each research represented a different significant aspect of the experience. And each of the researchs required different methods

 
 
 
 

Gameification RESEARCH

Can we use gaming to increase engagement and motivation to enter the app, complete tasks and maintain long-term relationships?

Methods

For this study, we will conduct a literature review on uses of gaming to achieve goals like ours, outside or within the healthcare world. And on gaming concept applications in a similar demographic population.
We will continue by analyzing gaming on competing / similar platforms. Based on this research and after data cross-referencing, we will create satisfactory gaming concepts for the focus group.

Literature review

Focus groups

Competitive research

Conclusions from research

Gamification is a very significant tool in the field of healthcare applications
Thanks to the research we did, we were able to reduce it to certain features that we know will be easily adopted by our users and that they will get maximum value from them.

GOALS AND TASKS

Tags and awards can be an external motivation. But the real goal in the user's indication is the ideal inner motivation
This important insight has shifted the focus of the app from completing tasks, to set personal health goals that will lead to tasks.
It was a dramatic and necessary change to focus on what is important to the user and will encourage him in the long term.

COMPETITION AND LEADERBOARDS 

Successful interfaces as well as studies have shown that the effectiveness of introducing a social component into a system aimed at encouraging motivation and engagement is extremely high.
Whether it's a leaderboard, a community, the ability to see other participants and their status, join the group and be a part of something bigger than yourself. All of these significantly increase the chance of strong intrinsic motivation

JOURNEY AND STRIKES

Although most of the participants in the focus groups were unfamiliar with the Journey map feature. But almost everyone realized the advantage of this feature: long-term perspective. a journey in the context of the need to see their function over time.
We learned in-depth about the delicate balance between the need for a long-term perspective combined with a short-term perspective. 

EXTERNAL RESEARCH

For this study, We will start with a literature review to gather data and Insights done on this topic.
We then proceed to analyze the uses of characters on various platforms to produce do's and don'ts lessons. Based on this research and after data cross-referencing, we created concepts for the characters to test in a focus group.

character concept RESEARCH

Characters or mascots are a strong tool to transfer and support the general tone of voice of a brand and key messages to the user.

How can we create a dimension of a virtual assistant character that can improve communication and support the goals of our user experience?

Methods

INTERNAL RESEARCH

This study was the only study that contained a phase of in-depth internal research
The character is a key representative of the brand and its messages
The role of internal research was to understand the organization's perspective on the role and essence of the character was.
In addition, extract as much information as possible about the personality, messages and values that the character will inherit from the brand.
For this, I conducted an in-depth interview session with key roles in the organization.

A/B testing

Post-use survey

Literature review

Competitive research

Conclusions from research

Gamification is a very significant tool in the field of healthcare applications
Thanks to the research we did, we were able to reduce it to certain features that we know will be easily adopted by our users and that they will get maximum value from them.

The use of the mascot as a digital assistant is a rare thing, and for a reason.

The first thing that stood out in the study is that it is difficult to find examples of the mascot that is a virtual assistant in digital products, while there are several success stories (Duolingo, Mailchimp, Headspace) The use of such a mascot is rare.
So instead of asking - how to choose a sweetch mascot, I started asking - should we use a mascot?

The application of a mascot, or character, is mostly common in marketing.

There are many studies on the effectiveness of a character especially in food and especially in children. When implementing this tool in the virtual assistant world we enter a much more complex world that many companies avoid

Long-term exposure can be dangerous

Today it is not customary to use virtual assistants with appearance
Literary reading and study case studies have yielded an important conclusion- users might start to become jaded after overexposure to your mascot.

Bottom line

The client believed that character is important to humanity and the sense of friendship in accompanying the user. It was a significant vision in the organization.
The research recommendation was clear

Not one mascot, but several!
In this way, each character is part of a larger whole, and a user does not have to connect and produce feelings for one significant character. This conclusion has led to the production of several characters each symbolizes one health area in the life of the user

home page RESEARCH

The homepage is the heart of the app experience. It provides the user with information and the key interaction that pulls the user in the right direction.
A huge app with a lot of functions makes it easier to get lost. Our top priority is that our homepage won’t overload the user’s mind.

Methods

Our mission is to find out what are our users’ workflows & priorities and accordingly arrange and simplify the information and tasks for them.

For this study, We started with Competitive research to generate insights from in our field/related fields. then proceed to card sorting by existing potential users. and end with a prototype to examine 2 homepage options in A / B testing.

Competitive research

Card sorting

A/B testing

Conclusions from research

FOCUSING ON HEALTH GOAL

This study clarified the user's priority - the progress in the health goal and then everything else, so the most prominent feature on our home page is the goal component

MOTIVATION TO COMPLETE TASKS

We want to motivate users to complete the tasks (reporting meals, taking medications, blood sugar measurements, etc.) because information empowers the app and helps us, help the user.
But, the way tasks are displayed on the user's home screen, if not properly designed, can be exhausting, stressful and stressful.
This understanding required me and my team to be meticulous about the aesthetics and cleanliness of task reporting features.

MAKE A LONG STORY SHORT

For an app that manages all areas of health in life, we have a lot to say to the user. So many statistics and recommendations that can help him improve his health!
From this research, we learned to turn a home page from an information-laden area into a clear and stimulating crossroads so that the user receives his information through intuitive navigation to internal pages while enjoying a clean and concise home page

home page RESEARCH

First impressions are important. It is essential to give our users the right-sized onboarding experience for our product. This research goal is to understand ways to obtain the necessary information to customize the experience without overwhelming the user with questions before providing value.

Methods

For this study, we will start with a literature review to gather data on different strategies for onboarding questionnaires.
We will continue to analyze successful onboarding study cases in applications from in and out of healthcare.
Based on this research, we will conduct a mid-fidelity prototype for usability testing (or A/B testing) flowing post-use survey to examine satisfaction with the process.

Competitive research

Literature review

A/B testing

Post-use survey

Conclusions from research

POSITIVE FEEDBACK

Positive reinforcements and affirmative messages can go a long way when the user is on the onboarding stage.
Proper combination of these messages between the questions and steps can give a sense of purpose to the process and keep our user fresh along the way

GIVE THEM VALUE

The user does not know what awaits him behind the onboarding but he definitely hopes it is worth it. A small taste of the value of the app, of the personalization, accompaniment and insights that the app can give, already at the onboarding stage, charges the user with motivation

GIVE ME A BREAK

when done Properly, the appearance of 2 short experiences can be an easier than one long experience. That's why we divided the onboarding into questions that will appear outside the app, and questions within the app. It gives the appearance of a registration process and a short and separate onboarding process.

OUR USERS

Our users are patients with chronic disease (blood pressure, diabetes, heart disease and more). They come from diverse populations, ages, ethnicities and genders.
The most important segments for us in the target population were:

  • Technology level 

  • Ages

  • Past experience with health apps

  • Past experience with health change processes

  • The source of motivation

During our user research, we conducted focus groups and usability tests in which we were able to get direct and authentic feedback directly from our target audience.

HERE ARE SOME OF THEIR QUOTES...

I would like the app to know what I will do and the goals I have chosen for myself and then the app will offer me new challenges based on that history

I would like the app to know what I will do and the goals I have chosen for myself and then the app will offer me new challenges based on that history

I want to choose challenges that are on a scale, i.e. to choose it for me but from a selection of scale of difficulty

I want to choose challenges that are on a scale, i.e.  to choose it for me but from a selection of scale of difficulty

Seeing my results over a period of time, allows me to see that it was not as difficult as it felt at the time״

Seeing my results over a period of time, allows me to see that it was not as difficult as it felt at the time״

I would like to see a weekly average for the score of my meals״

I would like to see a weekly average for the score of my meals״

I would like the app to tell me when I do something wrong, so I can get better, I see it as guidance and instruction

I would like the app to tell me when I do something wrong, so I can get better, I see it as guidance and instruction

It is very important for me to see my health metrics From the beginning and what I have done until today

It is very important for me to see my health metrics From the beginning and what I have done until today

users pain points 

REPORTING OVER TIME IS EXHAUSTING 

Users are required to report meals (everything they eat during the day), report drinking water, report physical activity, taking medications, weight, blood sugar measurements and the list goes on...It's exhausting to work for the app over time.

THE VALUE IS NOT EQUAL TO THE EFFORT

following the previous section, it often happens that the insights and benefits that the application gives the user for his hard work, lose power over time. Once the user feels that the app is no longer "innovating with insights" but still requires the same effort, the user feels that he has exhausted the platform.

IMPROPER GAMIFICATION  

Some users not only did not use the prizes and points features in health apps but even noted that it distracted them and was an "annoying noise" for them.

Once the experience disconnected the gamification from the source of their intrinsic motivation it became a burden.

THAT CLIPPY MISTAKE

Remember Clippy? Word's old assistant? So it turns out he was not very popular for one main reason. The help he offered was irrelevant to users at the time he offered it, so Clippty mostly annoyed users rather than helping them.
Our users have made it clear to us, that we would love to get notifications, even frequently, but as long as the feedback is customized to exactly what they do or need at that moment.

MANUAL REPORTING

Our experienced users already know when there is the option of automatic reporting, such as counting steps or measuring heart rate. They want us to harness that data automatically or synchronized with a click, instead reporting manually.

MY EFFORT IS COUNTS

to lose weight, remember to take 100% of the medication or exercise 3 times a week is not an easy thing! Users expressed their frustration that apps only considered outcomes, while their effort and attempts went unnoticed. 

The big challenges

These are the BIG challenges we have encountered along the way, and the solutions we have created for them.

How we managed to tie the key feature to inner motivation inspiration

It was clear that the focus of our hyper-personal product - is customization.
For customization, we need information from the user, and a lot!
Before the user research, we knew that the key feature of the app, like many similar ones, would be tasks. Report what you do - and we can give you value.
The more we hear from our users the clearer it becomes - they will need us to help them extract intrinsic motivation, and a lot of it, so that they can complete tasks over time.

This was the big challenge - intrinsic motivation, who you are and how we can inspire you over time?

At the end of the user research, brainstorming and workshops, we realized that we were missing the key feature - the real goal of the user. To live better, to lose weight, to be able to be here for their families.
The "Goal" feature was born and became the center of the app.
Yes, the tasks are there but also the "why I do all this" reminder is there for the user, to continue to ignite his inner motivation.

How did we manage to give the user all the perspectives he needs on his journey

What do I mean when I say perspective?
The user can look at his journey towards the goal and how much he has left - from start to finish. This is a long-term perspective.
It is important, but can also be dangerous for motivation.
When the user looks through a magnifying glass at what he did this week and what his weekly goal is - this is a short-term perspective.
We knew that both perspectives have a critical, positive and negative impact on the user's motivation.
The realization that there is no black or white, and the combination of them is the right solution, made us re-examine each screen, and ask the question -
what should the user see at ״that moment״ to preserve the positive experience?
This delicate and sensitive balance will allow the user to focus on a perspective that will encourage him while at one easy click he can open more perspectives as he pleases

user flow

wireframes

home page

Personalized message

User-chosen goal with a short term weekly goal

User tasks for today
with the ability to scroll back and forward

Domain completion status clock

Go to full tasks list to see completed and uncompleted tasks

Go to report that task

A status component of the domain that the user has chosen to focus on.

Educational and interchangeable content customized for the purpose and use of the user

Go to change settings of the various domains (reminders, goals, device connection, etc.)

onboarding

Most onboarding familiarity questions are asked under the user’s goal definition, the user can choose exercise, weight loss, medication monitoring or blood glucose. Each of these domains will continue to exist in the app even if the user has not selected them. But by choosing a goal he determines the hierarchy of these domains within the app and sets himself a goal and tasks for the long and short term.
Here is an example of questions of choosing a goal in physical activity

task report

Each task report flow is different in each domain. But the goal in each of them is the same - an experience that begins with an effective call to action, continues to flow as intuitively, as short and easy as possible. Task reporting is something we ask the user to do over and over again every day several times a day, the effort should be minimal and even reinforces motivation when possible.
Here you can see a task report flow of the weight domain, it is a short and simple flow that starts either from the bottom navigation bar (+) or from the report cta within the domain itself, notice how we also put in it a positive reinforcement for motivation!

Report Weight

Update Manual

Sync Scale

FINAL THOUGHTS

One of the most notable things about this project is the significant role of research in the process and its impact on outcomes. 

When my team and I got into this project we had a lot of prejudices and assumptions about the users and their needs.
And here the practice of the mantra "I am not the user" was Priceless.
We doubted every hypothesis, and every decision the customer allowed us. And it paid off for him. Because the study brought up so many surprising insights like - Gamification and Virtual Assistant? not exactly, But a correct version produces a compromise between the organization and the user, which is our role as UX.

Working on this project allowed me to once again appreciate the effect of effective user research and continue to ask questions that undermine the status quo, and produce results that will benefit both the organization, as well as the users.

Every good experience should end with

CTA

TO THE NEXT PROJECT