TrueCare focuses on ensuring that the average person of color in America can easily find equitable, safe, and trustworthy healthcare facilities. The goal is to address disparities in healthcare access and experiences, offering individuals a reliable way to choose hospitals that prioritize their well-being, safety, and cultural sensitivity.
Team Solo
Role Researcher
Note taker
Interviewer
Timeline Duration 10 Days
Methodology Used Heuristic Analysis
Think aloud Protocol
Deliverables High fidelity Wireframes
Prototyping
Usability Report
The Problem
There is a critical need to improve the quality of healthcare services for everyday individuals, particularly in addressing racial bias within the system. Racial minorities often face disparities in care due to implicit or explicit biases from healthcare providers, leading to unequal treatment, poorer health outcomes, and a lack of trust in the healthcare system. Addressing these biases is essential to ensuring equitable and high-quality healthcare for all.
The Solution
This mobile application aims to provide individuals with a fast, accessible way to address their healthcare needs. By allowing users to describe their symptoms or concerns, the app will guide them to the most appropriate treatment options. It streamlines the process of finding help, ensuring that users can quickly access the right resources, whether for immediate care or long-term solutions, while reducing the impact of racial bias in healthcare decision-making.
Key findings
As part of the research to better understand how to improve care for users with health issues, I conducted a combination of a screener survey and in-depth interviews. The findings from these research activities revealed important insights into health stigmas and biases within healthcare settings.
Prevalence of Health Stigmas: Out of the twelve survey participants, all provided valuable input regarding their experiences with health stigmas. When followed up with five in-depth interviews, four out of the five participants confirmed that they believe bias and stigmas still exist within healthcare, particularly for individuals with chronic or less visible health conditions. This indicates that racial and health-related biases continue to affect the quality of care for marginalized groups.
Participant Demographics: The survey collected essential demographic data, including participants’ age, racial background, and location. This helped contextualize their responses, providing deeper insight into how different factors, such as race and geographic location, may influence their experiences with healthcare systems.
Recommendations for Improvement: Participants provided key recommendations for addressing health-related bias. These included the need for healthcare systems to adopt more inclusive and culturally competent care practices, as well as increased awareness of health disparities among healthcare professionals. Empathetic care, more diverse representation in medical staff, and better patient education were also highlighted as critical steps towards reducing stigma.
Surveys
I organized surveys to find participants to observe if there are stigmas in healthcare. I asked the participants about where they lived, how old they were, their racial background, where they lived, and if they think there are stigmas and issues for people who have health conditions. I got responses from twelve users using a Slack channel. I then conducted interviews with five users asking in search to find out their opinions about if they believed that there are still issues for people who have health issues virtually on Zoom. I asked the participants what should be done about it if they believe so. The key takeaways were that 4 out of the five users believed there was still bias and stigmas related to health treatment. I got recommendations on what to do to help treat and reduce the issue.
Interviews
I conducted interviews with five users asking in search to find out their opinions on if they believed that there were issues for people who have health issues virtually on Zoom. I asked the participants what should be done about it if they believe so. The key takeaways were that four out of the five users believed there was still bias and stigmas related to health treatment. I got recommendations on how to help treat and reduce the issues such as having access to care through tools such as instant messaging options with your provider, a healthcare mobile application, and a calendar app with your records and appointment information. One out of the five users did not believe there were issues people still faced with discrimination regarding their health status.
Affinity Mapping
After conducting interviews, It helped me figure out what I wanted to do next. I gathered notes and then synthesized the data into an affinity map. This map showed me that four out of five users believed that these issues were real and serious currently. I then organized similar ideas into groups that were similar to one another.
Empathy Mapping
Using empathy mapping, I identified two key user groups: Skeptics and Believers.
Skeptics are uncertain about the existence of health-related biases.
Believers recognize these biases and view them as a significant issue.
According to the National Institutes of Health (NIH), research has long shown that low-income individuals and racial minorities are often not seen as desirable patients. This bias leads to the delivery of inferior healthcare, with these groups experiencing disparities in the quality of care they receive. Such inequities highlight the need for systems that promote fair and equal treatment for all patients, regardless of race or socioeconomic status.
Personas
After synthesizing the research data, I developed two personas to represent contrasting perspectives on healthcare treatment: Maya, the skeptic, and Matthew, the believer.
Maya is skeptical about the existence of significant health-related biases and treatments and feels that these issues are often overstated.
Matthew, on the other hand, is acutely aware of and affected by the biases and stigmas in healthcare, particularly as they relate to his health condition.
(HMW)
Before diving into the research, I identified several pain points through user feedback and used "How Might We" (HMW) questions to frame the challenges and guide the ideation process. These questions served as stepping stones for generating potential solutions and addressing key issues in healthcare. The questions were:
How might we help people better handle their experiences with depression?
How might we help individuals learn more about their medication and treatment options?
How might we help destigmatize mental health issues?
How might we help users trust healthcare experts more effectively?
How might we help people find quicker and more accessible treatments?
These HMW questions were critical in guiding my design process, as they highlighted key areas of concern for users and laid the foundation for developing actionable solutions that could improve the healthcare experience for individuals facing stigma, depression, and treatment delays.
Ideation
User Stories
User stories helped me gain insights into different perspectives and generate ideas for improving health treatment access. These stories highlighted the diverse needs of users and provided a foundation for designing solutions. Some key user stories included:
As a user, I want to find mental health treatments by downloading a health application, so I can easily access the support I need.
As a user, I want to receive quicker notifications through a social media app about local health issues, so I can stay informed about important developments.
As Maya, a student, I want my Zoom account and campus devices to be easily accessible so that I can communicate with my school's health team in stressful situations and get immediate support.
Sitemaps
The sitemap was created to help visualize the relationships between different pages and key features of the application. It served as a blueprint for organizing the user flow and layout. This process was crucial in determining the order in which content and features should be accessed, ensuring a logical and intuitive navigation experience. By mapping out the structure, I was able to clearly identify the next steps in the design process and ensure the application would meet user needs effectively.
User flow
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Design
Secondary Research
According to recent studies by the American Medical Association, racial and ethnic minorities continue to experience disparities in healthcare, despite overall improvements in the country’s health. These populations are less likely to receive routine medical care and face higher rates of morbidity and mortality compared to non-minorities.
From this research, I learned that biases against individuals with health conditions persist within the healthcare system. These findings highlight the need for targeted strategies to reduce healthcare disparities and ensure equitable treatment for all individuals, particularly those from minority and marginalized groups.
Primary Research
To gain a deeper understanding of how to better support users with health issues, I conducted primary research through a combination of surveys and interviews.
First, I created a screener survey to identify participants who had experienced health-related stigmas in healthcare. The survey asked about their location, age, racial background, and perceptions of stigma related to health conditions. I received responses from twelve participants through a Slack channel.
Next, I conducted in-depth interviews with five participants, asking them about their experiences with healthcare and whether they believed biases or stigmas still existed. I also explored their suggestions for addressing these issues.
Key findings revealed that four out of five users believed there were still significant biases and stigmas in health treatment. Based on their feedback, I gathered valuable recommendations for strategies to reduce these issues and improve the healthcare experience for affected individuals.
Surveys
To explore potential stigmas in healthcare and ways to improve it, I organized a survey to gather insights from participants about their experiences and perceptions. The survey included questions regarding participants' location, age, racial background, and whether they felt stigmas existed for individuals with health conditions. I distributed the survey to twelve participants via a Slack channel.
Following the survey, I conducted interviews with five participants to dive deeper into their opinions on whether healthcare biases and stigmas still exist. I also asked for their suggestions on how these issues could be addressed.
Key findings revealed that four out of five participants believed that bias and stigma continue to affect health treatment. Based on their feedback, I received valuable recommendations for strategies to reduce these issues and improve the healthcare experience for marginalized groups.
Interviews
I conducted interviews with five participants to explore their views on whether biases and stigmas still exist in healthcare, particularly in virtual settings such as Zoom consultations. During the interviews, I asked participants for their opinions on the ongoing challenges people with health conditions face and what should be done to address these issues.
Key findings revealed that four out of five participants believed that bias and stigma still affect healthcare treatment and quality. Based on their feedback, several recommendations emerged, including the need for better access to care through tools such as instant messaging with healthcare providers, a healthcare mobile app, and a calendar app that integrates medical records and appointment information.
One participant, however, did not feel that discrimination based on health status remained a significant issue.
(HMW)
How might we help people handle their experiences with discrimination?
How might we help someone learn more about medication?
How might we help them trust other people?
How might we help you find quicker treatments?
Ideation
User Stories
User stories gave me ideas from different users who had varying solutions to solving the issue. Which helped me generate ideas to solve the issue of getting better quality health treatment.
As a user I want to find treatments for my mental health issues by downloading a health application.
As a user I want to find quicker notification apps on a social media account to constantly stay informed about health issues in the local area, number
As a user I wants to find treatments for my mental health issues by downloading a health application.
As a user I want to find treatments for my mental health issues by downloading a health application.
As a user I wants to find quicker notification apps on a social media account to constantly stay informed about health issues in the local area,
As a user Maya, a student who wants a zoom account to be accessible and all the campus devices, she deals with a stressful situation so that she can communicate with her school's health Team immediately.
Sitemaps
The sitemap was created to help users visualize the structure and relationships between the various pages and features of the application. This process allowed me to define the hierarchy and flow of content, ensuring that the user journey is intuitive and seamless. It was a crucial step in mapping out the layout, as it provided clarity on the next steps for design and development.
User flow
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Design
Sketching
Brainstorming helped give me a better idea of where I wanted to go after collecting data from fellow users. I was able to start out plans that could help me solve the problem of accessing better care. The beginning my idea was very broad but I eventually made it more specific and centered around an idea.
I began the design process with low-fidelity sketches and wireframes to accelerate decision-making through visualization without losing time. My sketches were based on the initial user interviews. I returned back to the sketches throughout the entire design process to make sure that I didn't get too off of my original idea.
The purpose of the sketches was to help give a visual starting point to my design.
I made several sketches. The difference between the editions was that I added text and color to improve it.
I chose the final sketch because it gave a good visual to the call to action.
I created a login at the beginning and had a navigation bar at the bottom of the screens.
The information was the basis for my eventual ideas such as creating a messaging, health, and calendar application.
Style Guide
The style guide was created to establish a cohesive visual identity for the case study. It helped me choose appropriate color schemes that complemented each other and enhanced the user experience. I selected calming colors such as sea blue, lime green, and white to create a soothing and approachable atmosphere for the application screens.
A well-defined style guide is essential for maintaining consistency across the design and ensuring that the visual elements align with the overall brand identity. It ensures that all design elements, from colors to typography, are unified and create a positive, consistent user experience.
MoodBoard
The visual design process helped me refine and clarify how I wanted my project to be perceived by users, especially those who may be unfamiliar with the concept. I carefully selected images that align with the brand values of ease, trustworthiness, simplicity, assurance, and reliability. These choices were aimed at giving the application a welcoming, approachable presence that instills confidence and encourages user engagement.
By focusing on these core attributes, I ensured that the design felt intuitive and reassuring, creating a positive first impression for all users.
High Fidelity Screens
This design represents the culmination of all the steps I’ve taken from the initial concept to the final product. The mood boards and style guides played a crucial role in shaping the high-fidelity screens, as they provided essential visual direction and consistency throughout the design process.
By integrating these elements, I was able to establish a clear visual identity for the product, ensuring that the final design is cohesive and aligned with the intended user experience. This approach helped solidify the overall product design, making it both functional and aesthetically appealing.
Prototype
I developed this prototype to assess the flow and functionality of my product, identifying areas that needed refinement. For the prototype, I focused on key tasks such as scheduling an appointment, messaging the care team, and reviewing a patient’s healthcare history.
Using Figma, I was able to design and iterate on the screens, ensuring that each feature worked seamlessly within the user journey. The process allowed me to test the interactions and make adjustments to improve usability before finalizing the design.
Testing
Usability Testing
I conducted usability testing via Zoom to gather feedback on the screens I created and to assess whether the tasks were clear and easy to understand. The goal was to identify areas for improvement and determine if any updates were needed to enhance the user experience.
To conduct the test, I recruited five participants through a Slack channel and facilitated the testing virtually. I asked them to complete three core tasks: reviewing their medical history, scheduling an appointment, and messaging their healthcare team.
The feedback I received provided valuable insights into the usability of the design. Some of the key recommendations included:
Adjusting the calendar image for better alignment and consistency.
Integrating a plugin to improve functionality between the first two screens.
Filling in the extra spacing on the home screen with additional content or visual elements.
Adding a clear and accessible call-to-action (CTA) on the bottom screen of the messaging feature to improve user guidance.
These suggestions have helped refine the design, ensuring it is more intuitive and user-friendly.
Redesign
Redesigned Screens
Based on the feedback from usability testing, I made several key improvements to enhance the user experience. These updates include:
Adding a Keyboard: A virtual keyboard was integrated to improve ease of data input and streamline user interactions.
Welcome Logo: A logo was added at the top of the screen to create a welcoming and branded experience for users.
Calendar Icon: A calendar icon was introduced to better represent and clarify the scheduling functionality, making it more intuitive.
These adjustments were made to ensure that the design is both functional and user-friendly, aligning with the needs and preferences of the users.
Overview
What I Learned
Throughout this process, I learned that while it may take time to acquire new skills, dedication and persistence ultimately lead to achieving your goals, such as creating effective user screens. One of the initial challenges I faced was understanding how to build screens and how to best visualize my ideas. I struggled with determining the right placement of elements on each screen, often worrying about whether things were in the right position.
However, through perseverance and continuous iteration, I overcame these obstacles. If I had more time, I would have likely been more creative with my mood board, exploring different concepts and visual directions.
Looking ahead, I would love to test the application in a real-world emergency setting to understand how it could assist users in critical situations. I’m eager to see if the design can truly help users solve their problems in high-pressure scenarios.