Health Care Case Study

I completed this case study as part of an interview process for a Fortune 5 health care company. For this case study, I was tasked with completing the following items:

Conducting market research
UX heuristics evaluation
Persona development
User flow architecture
Wireframes

Situation

Optum Store is a new, public facing store providing access to virtual appointments and other health necessities
Healthcare is moving toward a consumer focused approach that engages the consumer in managing their health rather than relying on their doctors to direct every aspect of their care
Health is a dynamic, fully-integrated aspect of every individual’s life
Complication

The UX heuristics of Optum Store have not been evaluated and we are noticing that we receive many visitors who do not “complete” the calls-to-action, either by ordering a product or scheduling a virtual visit
Resolution

Evaluate and rethink some aspects of Optum Store that could be improved for patients such as searching for a medication, getting care, or gathering information
Conduct market research, a persona, UX heuristics evaluation, user flows and wireframes

The Design Process

During the first phase, I took time to understand the case study in greater depth. I also analyzed market trends by looking a competitors and other companies who had similar goals and operating models to Optum Store.

Phase 2: Site Evaluation - UX Heuristics Analysis

During Phase 2, I evaluated several mobile workflows for Optum Store using Nielsen Norman Group’s (NNG) 10 Usability Heuristics for User Interface Design.

Evaluated patient workflows:

A patient searches for a medication
A patient gathers more information by reading the FAQ’s
A patient wants to be connected with a virtual mental health care specialist

Persona Development

For the case study, I was provided with an original persona and asked to create an additional one based off of my market research and site evaluation. The persona I created was Lindsay Wheeler.

User Flows

As I was evaluating the UX heuristics of the “Get Care” mental health patient workflow, I noticed that I kept running into errors when trying to create an account. This was my inspiration for creating my user flow diagram and wireframes as opportunities and suggestions for site improvement.