My Role
UX researcher
User Interface Designer
Project Specs
Mental Health counseling, B2C
timeline: Winter 2023
The Hypothesis
Users struggle and get overwhelmed when they are trying to book an appointment, so they are wasting a lot of time booking an appointment.
Hypothesis Validation
I conducted usability testing to validate my hypothesis. According to an NNGroup article, remote testing is a cost-effective solution for teams with limited budgets. I carried out remote moderated sessions with five users, each of whom had experience in finding or changing therapists.
I integrated the website with the Hotjar platform and reviewed the recordings. From the review, I understood that users scroll up and down frequently.
Problem Spotlight
The usability testing revealed several problems. These were compiled and subsequently discussed in a conference with a stakeholder and developer. Due to constraints of time and budget, we focused on addressing the most critical issues.
Insights Unveiled
Users are frustrated with the therapist cards because they often lack sufficient information, making it difficult to choose their preferred therapist.
Long screens can frustrate users due to excessive scrolling and unclear steps, which often result in missed booking instructions.
Ideation
For the first issue, I sketched a solution to present therapist cards horizontally, incorporating essential details such as background information and rates.
Storyboarding is a magic tool I use for ideation and collaboration.
For the second issue I identified, I sketched a solution proposing to separate the package, calendar, and payment sections into individual screens rather than having them on one long screen.
In the process of appointment booking of Zameer Website, there are Five steps from choosing the therapist to checkout and payment.
We set up two ways to evaluate our solution
Time to find content. Finding content is crucial for us to validate a solution. We want to monitor the average time users spend on the task of booking an appointment.
User satisfaction. Our main goal is to determine the interest rate through usability testing with a simplified questionnaire (USE) to assess usefulness, satisfaction and ease of use.
Final Design
Design therapist cards bigger, including key information such as therapist profession and rates.
Add years of professional experience.
Add hashtags related to the field of expertise
I proposed the important filtering feature to the stakeholder, and after highlighting its benefits, they accepted it. However, time constraints postponed its implementation.
Separating the package, calendar, and payment sections into individual screens
Display a detailed summary on the left side of the screen.
Add a back button at the top left corner of the screen.
How would I alter my approach in the future?
Collaborative workshops with the team not only can help us understand technical limitations when defining and prioritising solutions but also provide a different perspective.
What I learned
Involve users to test app functionality in the early stages, enabled quick evaluation of design solutions and saved time on developing complex prototypes.
prepare a roadmap upfront to help the team adhere to deadlines and effectively monitor work progress.