Enhancing Healthcare Experiences for Anti-Fragility Health (AFH) Customers
Project Overview
I worked with a team of 4 to address challenges faced by customers of Antifragility Health Clinic (AFH) in accessing and understanding health resources. Our goal was to find ways to provide user-friendly support resources that meet their unique needs, improving their healthcare experiences and outcomes.
Role
UX Researcher
Team
Four Collaborators
Duration
6 Weeks
Tools
Figma, Miro
The Solution - A 'you're not alone' approach
Background
About Antifragility Health Clinic
Anti-Fragility Health (AFH), a clinic in Anaheim, CA, specializes in 5P Medicine focusing on Prevention, Interception, Reversal, Prediction, Precision, and Personalization. AFH integrates natural therapies, advanced diagnostics, and lifestyle changes to prevent and reverse chronic diseases, prioritizing immune system strength and root cause investigation over symptom treatment.
The Problem
Customers with chronic illnesses find it overwhelming to find and understand health information resources related to their condition treatment. This is a problem because it affects their health and lifestyle. Our goal is to identify opportunities to provide customers with usable support resources.
Solution
The solution proposed is a mobile app that serves as a comprehensive health and wellness platform for AFH customers, offering personalized support, community interaction, goal tracking, and access to curated resources.
Research Questions
What strategies and interventions can be implemented to enhance the healthcare experiences and outcomes for Anti-Fragility Health (AFH) customers, taking into account their unique backgrounds, preferences, and needs?
Exploring the Problem
Study Design
We used the paradigms of Contextual Design to understand the problem:
Interview participants
Clean data and create affinity diagram
Show study in a collaborative wall walk
Create experience models and journey maps
Design product features based on data collected and insights gained from wall walk
Qualitative Data Collection - Semi-Structured Interviews
We spoke to 5 of AFH's current users to understand their motivations to use AFH's services, and what they currently feel is missing.
Demographic
25-39 Years Old
3 Males, 2 Females
Reasons for Visiting AFH Clinic
Individuals seek AFH for fatigue, energy, overall health, hormone balance, psoriasis from a car accident, and sleep issues.
Information Synthesis - Affinity Mapping
We took interview notes and formed connections using an affinity diagram
In total, we had 135 yellow affinity notes with an average of 27 yellow affinity notes per participant. View the diagram here.
Here's the insight we drew from this exercise.
AFH empowers customers through self-discovery, guiding them toward the right path and supporting them in understanding their health better.
Customers appreciate having alternatives presented to them. AFH could offer additional visual aids for comparing different paths.
AFH customers benefit from shared learning resources, social support to explore health improvement alternatives.
Information Synthesis - Identity Model
We've constructed an identity model based on our research to pinpoint key elements in the target population relevant to our product.
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Information Synthesis - User Journey Mapping
We focused on one persona and mapped their journey, emotions, pain points, insights and opportunities for improvement
Design Concept
We ideated upon multiple design concepts based on our research
Flexible self-tracking feature
Allow flexible self-tracking options for users (e.g., weight, sleep, food intake) without the need for multiple apps. Also enable data sharing with healthcare providers.
Encouragement via peer support
Connect AFH customers so that they can share what has worked for them to adhere to a healthy diet, for example
Healthcare awareness chatbot
To increase personal and general healthcare awareness. This would be a freemium service to funnel more customers into AFH programs.
Wireframes
The result were the wireframes for the AFH App for health and well-being.
Home Screen
Learning Resources
Discussion Forum
Self-Tracker
AI Chatbot
The Solution
Onboarding
The onboarding screens consist of AFH's Branding, a sneak-peek of what the application consists of, and a short questionnaire to get to know the user.
Home Screen
The Homescreen features visualizations enabling customers to monitor health activities like meditation. It's also where they access relevant posts and suggested resources tailored to their current health condition.
AI Chatbot
The HealthBot feature enables customers to engage with an AI-powered chatbot capable of addressing logistical inquiries and providing empathetic support. This functionality streamlines AFH professionals' workflow by handling routine queries, allowing them to dedicate more time to complex tasks like assisting customers with chronic illnesses in interpreting test results.
Community
Another screen, titled Community, facilitates user connections and interactions, enabling the sharing of experiences, advice, and support on health and wellness topics. This fosters a sense of community and motivation while offering a platform for peer-to-peer learning and engagement.
Self-Tracking
In the Self-tracking section, users can establish goals in collaboration with their doctor and monitor their progress over time. They can also delve into detailed progress data through interactive graphs. To incentivize goal attainment, a gamified reward system akin to credit card points allows users to earn discounts on AFH products and services or other benefits upon reaching milestones, enhancing user motivation and engagement.
Knowledge Resources
In the Resources section, AFH customers can access external support materials like podcasts, videos, and blogs recommended by AFH professionals and fellow customers. Users can filter resources posted by professionals or peers by tapping the settings icon in the top-right corner.
Wrapping Up
What I Learned:
Contextual Design
The contextual design process is thorough and allows understanding the problem from various axes. Instead of using personas, my team experimented with using an Identity Model to come up with users based on what they feel, think or do.
Positionality
Engaging in this process facilitated my comprehension of my positionality as well as that of my team members, and how these perspectives influence our approach to the project.
Given the diversity within our team, we each brought unique contributions to the table, fostering a culture of mutual respect for varying viewpoints.
Enhancing healthcare experiences for Anti-Fragility Health (AFH) customers
Project Overview
I worked with a team of 4 to address challenges faced by customers of Antifragility Health Clinic (AFH) in accessing and understanding health resources. Our goal was to find ways to provide user-friendly support resources that meet their unique needs, improving their healthcare experiences and outcomes.
Role
UX Researcher, Designer
Skills
Contextual Inquiry: Interviews, Affinity Mapping on Miro, Experience Model, Journey Map
Design: Visioning, UI Design using Figma
Team
3 UX Designers
Duration
6 weeks
Background
About Antifragility Health Clinic
Anti-Fragility Health (AFH), a clinic in Anaheim, CA, specializes in 5P Medicine focusing on Prevention, Interception, Reversal, Prediction, Precision, and Personalization. AFH integrates natural therapies, advanced diagnostics, and lifestyle changes to prevent and reverse chronic diseases, prioritizing immune system strength and root cause investigation over symptom treatment.
The Problem
Customers with chronic illnesses find it overwhelming to find and understand health information resources related to their condition treatment. This is a problem because it affects their health and lifestyle. Our goal is to identify opportunities to provide customers with usable support resources.
Solution
The solution proposed is a mobile app that serves as a comprehensive health and wellness platform for AFH customers, offering personalized support, community interaction, goal tracking, and access to curated resources.
Research Questions
What strategies and interventions can be implemented to enhance the healthcare experiences and outcomes for Anti-Fragility Health (AFH) customers, taking into account their unique backgrounds, preferences, and needs?