Shoptaki’s Universal Patient Portal
MOBILE | UX DESIGN, RESEARCH
ROLE & TEAM
As a UX designer, I collaborated with two designers and a project manager.
DURATION
October 2022
(4 weeks)
SCOPE
Universal Patient Portal MVP (Dashboard, Prescription Refills, Data Privacy Control, Health Wallet)
GOALS
Users want control over who has access to their medical data, and to save time and energy managing their health.
PROBLEM
Providing Patients with the Power
We’ve all had frustrating healthcare experiences before—
Providing new medical history over-and-over again is a hassle.Finding cluttered immunization documents takes grueling hours.Refilling prescriptions and making appointments involve backed-up call lines and dozens of open website tabs.Lax data security makes us fear that our private information has been breached- without us even knowing it.Health is arguably the most fundamental part of daily life. Yet, why is managing it so frustrating? Patient health data systems are decentralized and not secure.
To restore much-needed trust and ease into our everyday healthcare experience, I designed a secure and universal patient portal for Shoptaki’s mobile application.
How might we provide patients with a centralized digital space to safely and efficiently access their medical data, to eliminate distrust and frustration with their healthcare management experience?
GOAL 1
Provide patients with secure control over their medical data.
📊 80% of users want sole control over who can access their medical records (via user surveys).
📕 “80% of patients want to be able to opt-out of sharing some or all their health data with companies.” (Savvy Cooperative survey of 1,000 patients by American Medical Association).
GOAL 2
Make accessing medical data more convenient for patients, saving them time and energy.
People need to access all immunization records for important life tasks: school registration, international travel, job applications.
📊 It takes users between 1 - 6 hours to find access to all immunization records.
📊 100% of users do not have all of their medical records. (via user survey).
MARKET RESEARCH
We began with conducting exploratory research to better understand problem context and how competitor companies have approached
Working Around Constraints:
Patient data confidentiality and limited public information on centralized patient portals resulted in diverse, high-level competitor analysis.
With personal access, I conducted in-depth research (features, flow, information architecture) upon UCLA’s Ashe Center portal.
USER RESEARCH, PERSONAS
Synthesizing user research to create effective personas
I first conducted a user survey, interviews and academic research to pinpoint the most pressing user problems, eliminating bias prospects by cross-validating findings:
These research insights revealed two distinct personas:
1. Primary user: The Security Seeker
Security > Convenience
📊 100% of users value the confidentiality of their medical history over easy viewing access.
2. Secondary user: The Disorganized Traveler
⏱️ This persona greatly informed key tasks that prioritize efficiency, such as accessing immunization information and insurance cards.
"My medical history is difficult to access- I go to a new clinic and have to provide medical history all over again. It would be so much easier if I could view all of my medical data in one place."
Clearly identifying safety as the primary priority early on allowed our team to mitigate ambiguity and collaborate effectively upon designs that align with user needs.
PRIORITIZING FEATURES
Upon time constraints, I led feature prioritization. Referencing the competitive analysis and personas we:
Mapped features by impact and effort.
High impact is defined as:
Increasing data security and accessibility
Aligning with persona goals and solving their scenario dilemmas.
Our team voted on must-have features, to effectively solve project goals.
Selected features & flows
Health Dashboard
Display Medical Records
Access Control: users grant/deny providers with access to their data
Quick Access to Important Medical Information
Refill Prescriptions
SKETCHES
While sketching I considered: How might we create a personalized patient experience that optimizes security and convenience?
Iteration #1
Iteration #2
Team feedback to improve user data security UI informed my 2nd sketch set for the Data Privacy flow.
The “Time Granting” feature sketch is out of scope upon founder feedback, and so removed from this iteration.
I integrated the ‘Privacy Settings’ and ‘Listed Providers’ flows so that users can comprehensively view providers’ access to their records.
Finding a Sweet Balance
I then created wireframes for immediate usability testing. We found that optimizing for convenience compromises users’ feeling of control over their data and digital space, a user need we underestimated at the get-go.
USABILITY TESTING
Health Dashboard
Problem: 4/5 users dislike having the “My Medical” self-adding feature ability. Despite intentions to increase convenience and control, too many choices burdened users, who want the system to do the work for them.
💡Solution: I conducted tests to discover most used features. Displayed 9 most used features in grid, with “View More” text to open additional categories.
A search bar helps users find specific information quickly.
Data Privacy Settings: Grant or deny providers access to your medical records.
Problem A: Repeated “Update Access” button is visually overwhelming and redundant to users.
Problem B: Users do not have a way to tell if the listed medical providers already has access to their records.
💡Solution: First, I ideated a horizontal swipe bar solution, so that the “Update Access” action was more visually removed from the interface. However, upon team feedback, I reconsidered and opted for a toggle button because:
Users are familiar with the action
Users comprehensively view which providers have access, and which don’t, via “Yes” and “No” contrasted buttons.
Confirming Change in Data Privacy
Problem: 3/4 Users clicked on “Remove access to medical records” instead of “Update Access'“ button.
💡Solution: Alter font hierarchy so that the data access confirmation button is clearly emphasized, eliminating user error and confusion.
Problem: Upon user and team feedback, visual layout and content does not effectively communicate data security.
💡Solution: Adjust UX writing tone to communicate security and legitimacy.
HIGH FIDELITY SOLUTION
WHAT I LEARNED
Adapt Quickly
I knew very little about medical blockchain technology prior to this project, and scarce application examples were available to reference. It was very challenging yet rewarding to conceptualize and innovate a user experience that centralizes healthcare under stringent data security constraints.
The time crunch and initial knowledge gap spurred me to prioritize more effectively and lead our team with clear goals.
Ask Why
Digging deeper into understanding the “Why” behind research insights, rather than taking findings at face value, contributed to the most impactful breakthrough iterations.
User-Centered Team Decisions
Prioritizing user research was not only integral for product design, but also helped establish a strong foundation for smooth team collaboration. We had clear user goals and problems to solve for, superseding pride or personal preference.