Enhancing Usability for Meraki Health
Streamlining Booking and Tracking Services
Timeline: Three week sprint
My Role: UX Researcher, UX Designer, UI Designer, Project Manager
Contributions: User Research, User Interviews, Competitive Research, Affinity Mapping, Site mapping, Design Studio, Wireframing, Sketching, Hi-Fi Prototyping
Team: Ayah Khalil, Kelly Lin
Project Brief: Our team objective for this project was to create an app where patients/guardians can access medical records, order, and track the progress of their services.
Based on the 8 user interviews, we found that users like having a seamless experience on a healthcare app. Find below the main takeaways that came up during research.
Users like...
Adding appointments to calendars
Signing in using a face ID feature
Better search functions and filters
Using health care apps to schedule appointments
User Research Insights
These insights pointed to a growing gap between what users expect and what most healthcare apps deliver. The data was clear: users want healthcare apps that are easy to navigate, intuitive to use, and designed with their everyday needs in mind.
Despite the heavy reliance on healthcare apps, users often find them overly complex and difficult to use. The lack of streamlined navigation and simple features like appointment scheduling and service tracking creates frustration. For many users, these apps fail to integrate the seamless functionality they have come to expect from other services. Our findings helped us come with our problem:
The Problem
Purchase
View
& Track Services
Users need a healthcare app that is easy to navigate and allows them to seamlessly
How Might We?
01.
How might we make the Meraki Health app a one place stop for patients to access medical records and track their services?
02.
How might we improve the experience for a patient/caretaker using a Meraki Health app?
03.
How might we use analytics to display a patient’s vitals?
In response to user frustrations, we asked ourselves key questions:
The Persona
To capture the essence of these user needs, we developed a persona based on our research. This persona represents users who value simplicity, efficiency, and reliability in their digital experiences, particularly when it comes to managing their healthcare. Meet Charlie, a character we created to represent a typical user who wants to navigate an easy-to-use healthcare app based on our user research
" I want an app that lets me seamlessly navigate and purchase services like blood work for my Mother"
Age: 20-40s
Charlie
_edited.png)
_edited.png)
Adding Services
Pains
App layouts
Service purchases
Needs & Goals
_edited.png)
Face-ID
The Solution
As we transitioned into the design phase, the solution we envisioned served as the guiding principle: create an app that enables patients and their guardians to seamlessly navigate and purchase healthcare services.
Site Map
To bring our vision of a seamless user experience to life, we began by sketching out the site map for the Meraki Health app. This blueprint outlined the app’s core structure, ensuring that navigation across key areas would be intuitive and efficient.
At the center of the user experience were essential pages like the:
Home Page
Nursing Care
Lab Services
Upcoming appointments
Profile
Each of these sections were thoughtfully organized to allow users to easily book services, track upcoming appointments, and manage their profiles—all with minimal effort. The site map provided the foundation for a smooth user journey, guiding the placement and flow of content in a way that supports our goal of creating a user-friendly healthcare app.
Initial Wireframes
On the Nursing Care, Lab Services, and Bloodwork Services pages, we further streamlined navigation by integrating the search bar and a filtering system, making it easy for users to sort through different options and find the services they need. These wireframes laid the groundwork for a user-centered design, ensuring that essential functions were always within easy reach.
With the site map in place, we moved on to designing the initial wireframes, focusing on key features that would simplify the user experience.
Starting with the dashboard, our goal was to ensure users could quickly access the most important information. To achieve this, we included a search bar at the top, allowing users to find their healthcare provider without the need to scroll through the app. Additionally, we prominently displayed upcoming appointment times, vitals, and lab services on the dashboard, as these are the primary features that guardians will frequently access.
Usability Testing
After completing our mid-fidelity designs, we moved into the usability testing phase to ensure our design was both functional and intuitive. We conducted a usability test with five participants, asking them to request nurse services and add lab services to simulate real user interactions with the app.
In addition to testing functionality, we sought feedback on the overall look and feel of the prototype. The results were encouraging—5 out of 5 participants were able to complete the tasks with ease, confirming the app’s ease of use.
However, the feedback revealed areas for improvement. Participants pointed out that important information needed more space, and while the icons were large and easy to understand, the text size on certain pages was too small and difficult to read. These insights guided our adjustments as we moved forward, refining these elements in our high-fidelity designs to ensure the app was even more accessible and user-friendly.
Final Wireframes
One of the key adjustments we made was to the home page, where we prominently displayed upcoming appointments and vitals on the dashboard. This prioritizes essential information and provides users with immediate visibility of their healthcare status. To streamline the user journey further, we integrated quick access to key services such as tele-consultations and medicine delivery, making it easier for users to get the support they need at a moment's notice.
Additionally, we made sure to include lab results and pending labs as the first features users could click on, ensuring that this critical information is readily accessible. The service categories were designed with large icons, providing an easy and intuitive way for users to search through lab services without any confusion.
