Challenge
HM Hospitals is a network of medical centers in Spain that offers digital services such as appointment management, results checks, and online access to medical records.
The client needed a consultation on their mobile app and website. There was evidence that users weren't using them much and wanted to improve them.
Approach:
I began investigating the appointment request process on the website and mobile app to pinpoint the issues. I identified several typical users and used them to identify pain points.
To do this, I conducted research to create several user profiles that provided highly relevant information about their use of HM services and their expectations, which also opened up new possibilities for future improvements.
During the research, I also created user flows to identify problems with the app.
Creating the flows was essential for identifying weak points in the process and proposing new, more agile flows.
I also conducted several user tests to gain real-world insights into the problems users encountered while performing their usual tasks in the app.
Outcome
I concluded the work with a final delivery that included the new navigation flows, as well as a report on accessibility issues and several proposals for improving the homepage and other screens.
Thanks to the report, the client fixed the application's deficiencies and currently features the interface designs we proposed, offering a significantly better experience than the competition.
