MY ROLE
UX Research
UI Design
DESIGN TOOL
Figma
FigJam
DURATION
Oct 2022 - Jan 2023
(3 Month)
TEAM SIZE
Main designer (Me)
1 Design Lead
1 Project Manager
1 Developer
At Helloklarity.com, I redesigned key questionnaires for our mental health SaaS platform, serving over 18,400 patients. This initiative aimed to enhance user experience and streamline appointment bookings – a vital step towards boosting our platform's conversion rates.
30% drop-off rate during the questionnaire phase was a major roadblock in increasing patient bookings. This high abandonment indicated user frustration with the process, affecting patient experience and potential revenue.
Redesigned a simple questionnaire experience to enhance user confidence and reduce frustration, thereby increasing completion rates and patient bookings.
• Welcoming start screen
• Clear introduction to product features
• Builds user trust from the beginning
• Simplified and efficient booking process
• Motivational progress bar for guidance
• Visually appealing symptom display
• 'Save Results' feature for interactivity
• Informative and engaging results page
A 19% increase in conversion rates and a 92.5% surge in user clicks within just a week of its Q1 2023 launch
Preliminary research
Interview with coordinators & providers
To gain insights into patient behavior, I conducted interviews with coordinators who frequently interact with patients over the phone, and 4 providers to gather their expert advices.
1. Two user groups: 'Find providers' (Short Questionnaire) for initial identification, and 'Self-evaluation' (Long Questionnaire) for in-depth assessment. Both aim for eventual full diagnosis scheduling.
2. Targeted needs: For Short Q users, a direct match with a provider after completing the questionnaire; for Long Q users, a detailed results page enabling direct appointment booking.
Secondary research
1. Welcome screens common among competitors.
2. 85% of competitors have results pages after Long questionnaire.
3. Klarity's questionnaire is lengthier compared to competitors.
Define
Solutions
Design
A welcome page was incorporated to guide users at the start. I proposed four versions with two distinct options for its design. After one round of internal testing, option 2, featuring diverse doctors, was the preferred choice among most users for fostering intimacy and trust.
Redesign
To give users a clearer completion, both questionnaires need to be redesigned progress bars for improved visibility and user-friendliness.
Design
A. Symptoms visualization
Informed by competitor analysis and provider interviews, a personalized results page can potentially enhance the user experience for the 'Self Evaluation' long questionnaire. First, I presented four UI designs for visualizing symptom severity. Option 2 received strong preference from 85% of participants during internal testing due to its clarity and appeal.
B. 'Save Results' feature
After the user reviewed their symptoms, I introduced a 'Save Results' feature, enabling them to preserve the questionnaire results. Concurrently, I developed user flows for two distinct scenarios:
C. Make an appointment
After save the results, users can schedule an appointment with a matching provider.
D. Explore symptom-related resources
Additionally, I've introduced an 'Read More' option for users to enhance their symptom understanding. This links directly to our blog page.
Our company has successfully launched the 'Find Provider' questionnaire. The next step is to revamp the design of the 'Self-evaluation' questionnaire, set to launch in Q4 2023. While the 19% increase in conversion rates was a significant achievement, the redesign's impact extended further:
1. Enhanced User Engagement: Post-redesign, we observed a marked increase in user engagement metrics, such as time spent on the questionnaire and the rate of return users.
2. Customer Retention: The improved questionnaire experience contributed to increased customer retention rates, with users more likely to return for future services.
Learning
🤝 Communication is key
I learned the importance of constant communication with all stakeholders to ensure everyone was on the same page regarding requirements and end results. This was particularly important when working closely with engineering and product teams.
👀 Over-document for easy handoff
Clear documentation makes everyone's life easier! As I provided different UI choices for each feature, I had to revisit my design several times to ensure that component padding, naming conventions, and other forms of documentation were consistent and clear for easy handoff.
