We conducted 15 patient interviews, targeting three key areas: complexity of care (from simple to difficult management), insurance coverage (including uninsured, HDHP, fully insured, and Medicare/Medicaid participants), and financial comfort (ranging from barely covering bills to having plenty of income).
Pain Points
Based on our research, we discovered that patients struggle with managing medications, booking appointments, and understanding insurance costs, leading to missed doses, delayed care, anxiety, financial stress, and reluctance to seek necessary care.
MANAGING MEDS
APPOINTMENTS
COST TRANSPARENCY
The original experience, focused on finding the best prescription medication deals, was valuable but limited in functionality and had dated visuals, primarily using standard iOS components.
Before
Coupon-First
Limited Functionality
Dated Visuals
I explored design iterations progressing from a clean white tile layout (V1) to a more visually appealing mint tile layouts (V2), then to an improved horizontal stack with better legibility (V3), and finally landing on dynamic cards providing comprehensive details and direct actions for enhanced usability (V4).
V1
V2
V3
V4
Configure
Configure
Configure
Configure
Key insights from our research demonstrated the need for a care marketplace: Patients require asynchronous access to healthcare providers for continuity of care, need to establish trust with providers who can manage their healthcare data, and expect easy-to-understand, on-demand services for convenience, especially for urgent care needs like Telehealth.
Insights
CONTINUITY OF CARE
TRUST
CONVENIENCE
V1 had a clean layout but lacked visual hierarchy for CTAs, with GoodRx wanting to be the primary option. V2 improved visual separation of CTAs but remained cluttered and did not use vertical space effectively. V3 marginally improved vertical height but still had cluttered CTAs.
V4, the best option, utilized space most efficiently, displaying more providers and featuring clear CTAs emphasizing cost and availability.
The prototype demonstrated the care details page, provider availability, auto-populated EHR using the health passport, established trust through transparent communication, and integrated with calendar services for setting reminders.
V1
V2
V3
V4
The mobile app prototype, tested via Maze, resulted in a low 5.7s time spent on page and a 96% usability score allowing patients to easily navigate and complete tasks. This work led to the integration of prescription management and Telehealth features in the app after our engagement was completed.
USABILITY SCORE
96%
TIME SPENT
5.7s
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