Web and mobile
User Experience Design
Project overviewQola believes that everyone is unique with an individual background and life story. Qola’s unique assessment process allows care takers to get to know and understand these unique traits and requirements, allowing them to provide care and services that are tailored to the changing needs of each individual.
However the existing application was difficult to navigate and as a result, it required the Qola team of provide many one-one-one training session to educate their customers on even the most basic functions.
As a UX Designer, I was responsible for the execution of the entire project:
Often times, web apps are launched very quickly and without scalability in mind. As an app becomes a smashing success with your customers, it’s easy to neglect usability enhancements when adding new features, pages, and tools.
This was the case for Qola’s team, and it was about time for them to start thinking about their users and what type of experience they wanted their users to feel when interacting with their app at any touch point.
A complex problem with many moving pieces: redesign how care takers provide care.
After conducting 23 user interviews with care takers, support specialists to system engineers, I discovered that the inconsistent user experiences of the existing assessment application were a symptom of a larger problem: process decentralization across the entire ecosystem. The complexity of the app enabled users to perform the same task in too many ways, hence efficiency is hindered.
Through comparing six competitors in the Electronic Health Record (EHR) space, it became obvious that EHRs with poor usability present steep learning curves for new care takers and physicians, who are already overwhelmed by their day-to-day tasks.
Instead of adding more overlapping instructions to existing bloat, I pivoted to improving the existing digital touch points.
Qola's web app contained hundreds of screens when accounting for very important pages, interactions, and modals.
This creates a lose-lose situation: Qola fails to expand their services; care takers feel frustrated to adopt the tool.
To ensure no page or interaction was left behind, I first employed a rigorous information architecture phase to sort out every piece of information by page, category, and sub category.
The result? A brand new foundation that is designed for scalability.
The core notion was a intuitive, straightforward dashboard for the most important tasks.
A universal content model to maintain high information scent.
Most EHRs opt for exhaustive, but relatively unguided documentation on interface components. While this leans into flexible processes, it can go too far for a product with thousands and thousands of users.
The new Qola assessment application prioritizes on-hands guidance and strong information scent.
By emphasizing on sorted navigation and a universal content model, the product has removed guesswork and allow users to accomplish their tasks with as little effort as possible.
Complex doesn't always mean bad and it's not always equivalent to something that is complicated and confusing. But it's important to create a coherent experience that takes into consideration not only the different use cases but also a user's prior knowledge.