Design for Health
FACILITATING LASTING BEHAVIOUR CHANGES
"Medtep is personalized medicine. They focus on disease prevention by monitoring people's life habits and upgrading processes to make an impact on the patient and help condition their behavior. In response, patients learn more about their treatments and understand they are jointly responsible for their own health and welfare.
Medtep began its journey as an online solution to a real healthcare issue: improving patient-doctor communication. Fast-forward five years and we’re a digital health company which helps over 120,000 users worldwide improve their health.
The healthcare industry is transforming at breakneck speed: doctor and patient needs evolve, new challenges emerge and technology changes everything."
I joined Medtep in a time of transition and fast scaling, as they had just signed and finalized a big seed funding with Telefonica, one of the largest telecommunications companies in the world.
IIt was a challenging adventure, as the product was old and bloated by features, the user interface of the platform was inconsistent and the mobile experience was barely usable.
After recruiting the right people, we implemented a good design process in an agile environment and we set up Google Analytics to track the metrics which interested us most.
Because we didn’t know anything about the users, we organized focus groups and started performing user research. After we gathered qualitative insights coupled with quantitative metrics, we had enough information to help us fix the most vital parts of the product.
THE DESIGN PROCESS
Constrained by resources and pressured by the roadmap, the team developed a lean design process that started with fast prototyping through whiteboard sketching, continued with low fidelity wireframing, subsequently designing with a mobile-first approach to obtain a better overview of the edge cases.
During every step of the process, we included in the meetings the front-end and back-end development teams, as well as the sales team, to keep everyone aligned. We kept the internal wiki updated with all of the feedback we gathered, so every remote member of the project could check the progress.
USER INTERFACE FRAMEWORK
One of our main concerns was to improve the onboarding process, as it had plenty of flaws that made registering and connecting with one's doctor a complex journey. We gathered a focus group and, by setting some specific user tasks, we identified the main issues and started wireframing solutions to meet our prevailing needs.
Aside from making the entire user journey more fluid and engaging, we fixed the connection process between the two platforms. Previously, the doctor had to provide a piece of paper enclosing a special invite code, which then the user had to fill in during the registration process.
Switching to a two-step verification process and using a phone validation method helped us fix all of the problems we had gathered from qualitative and quantitative metrics.
With the collaboration of Telefonica, we conducted research that made us realize the project lacked features that could help us reach a younger demographic. To solve this problem, we started looking over fitness-related features that could help us reach the target audience we wanted.
From high performance centers to competition clubs, the platform should offer multidisciplinary care to various types of athletes: training, professional or top-ranked players. This monitoring optimization would help athletes increase their performance and reduce both fatigue and injury relapse. Therefore, the convalescence time per injury is cut down, the sporting life is extended, while physicians are able to identify individual and group patterns.
WHAT I'VE LEARNED
When you start with a desktop platform, you need to take advantage of everything that platform has to offer. You could build an amazing product that leverages lots of great technology, only to realize that none of it scales down to mobile adequately. This can and does lead to severely watered-down mobile products that feel more like an afterthought than a polished, finished product.
However, if you start with a mobile-first approach, the result tends to be noteworthy. You’ve taken all of that incipient energy and put it into creating a product that looks and functions well despite the numerous restraints you faced.
More importantly, you already overcame the issue of trimming down the content to its key elements. Hence, when it’s time to bring this design to a desktop platform, instead of trying to determine what to discard and how to water down your product, you instead get to decide how to make it even more robust.