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Mobile app of a lead health maintenance organization in Israel
Clalit App Redesign
Redesign of the `book a COVID test` flow of Clalit app, a lead health maintenance organization app in Israel.
This new flow emerged due to the Coronavirus outbreak.
Role: UX UI Designer
Personal project
Introduction
A new pandemic affects the world
A new pandemic began in 2019 that led to a new reality: people had to adapt to the new situation very fast, and social distance grew significantly.
Health maintenance organizations (HMOs) had to respond very quickly to the changes, such as opening a drive-in COVID test unit, dealing with long distance meetings with doctors, following inconsistent government guidelines, etc.
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HMOs had to put an emphasis on their digital products to stay connected to their customers and provide service to them.
Israel's largest HMO is `Clalit `, which has added a COVID-19 special section.
Due to its relevance for the current situation, I chose to focus on the `book a COVID test` flow :
While analyzing the app I noticed some major issues:
The basic operations are complicated because of cumbersome design
An overuse of animations burdens the system and slows it down
The design is inconsistent - each screen has a different layout
The current app
Through the app, users can schedule appointments for doctors and examinations, as well as keep track their medical care.
App's purpose is to help users manage their medical affairs more efficiently and quickly.
The app focuses on 4 main actions:
The COVID pandemic issue has its own section in the app that allows you to book Corona tests, vaccinations, and recovery certificates.
Since Corona is a new virus, there is a lot of uncertainty about it, and the government's guidelines are constantly changing. Therefore, it needs flexibility, which is possible with a separate category.
1. Making an appointment with a doctor and scheduling tests
2. Referrals and laboratory results
3. Payments and forms
4. New section - Corona tests, vaccinations, and certifications
Problem statement
Getting an appointment for a Corona test can be a challenge. There is a long and unclear process that is accompanied by pressure as well as stress from the test itself.
Pre-booking can avoid congestion while waiting in line for a COVID test and assist in providing an up-to-date picture of the disease.
When users schedule the COVID test they come with a lot of reservations and concerns so that complicated actions may result in abandonment.
Competitor research
There are many products in the healthcare market. some of the apps are focusing on a healthy lifestyle (fitness, food & nutrition, meditation, sleep and more) and some are focusing on the patients tracking and managing their medical health.
In Israel, most of the major insurance companies have launched apps for their plan members. These apps are intended to schedule appointments, analyze test results and get prescriptions.
Minimalist design and calming colors
Easy to Use
Easy Communication with Professionals
Analysis of the test results
User research
The users are private individuals who wish to get tested for COVID.
The main reasons that people need to get tested are:
Target Audience
exposure to a Verified patient
experiencing COVID symptoms
Isolation reduction
Inbound travelers
Frustrated about the unclear funnel
Waist of time - Even though the users booked a test, they still had to wait in line
Lack of information - The information about the COVID test needs to be clearer, where its taking place, need of any forms to fill and more
Pain points
The main issue is that users will want to return to their daily routine as quickly and easily as possible.
Goal and values
Complete booking a COVID test as quickly and easily as possible
Encourage users to book a covid test will save time waiting in line.
Save time
Help the users return to their day as quickly as possible will make them feel they're in control of that stressful situation.
Stay in control
The solution
The main change was in the app's architecture. In the old app, all parts were available without prioritization or guidance.
The purpose of the main screen was to focus on the user and his specific needs rather than showing everything the app has to offer.
The main screen “for you”
To serve the user's needs, I created a main screen aimed at his specific needs based on the information that the app has on him.
I displayed the upcoming appointments, test results, and prescriptions according to my research.
The categories, as well as COVID section, are located in the tab bar for easy navigation.
COVID section opens with relevant data similar to the "for you" screen.
The main actions are placed in the top bar, where the "COVID test" section can be found.
COVID tab - actions and updates
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Schedule a COVID test
You can view your previous COVID test results and schedule a new one.
CTA at the top of the screen.
When you reach to choosing the location and time, the default location is the one that is closest to you. You can also filter the type of test you wish to take..
The flow ends with success feedback that details the test appointment and guidelines. Often, you will want to take the test right away, so there is a navigation button.
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Conclusion
The project was fascinating. Even when it seems clear what I am trying to fix, diving into the details reveals that it is a sensitive subject and it is not so easy. Although it's not the “sexiest” subject, I thought it could be interesting to help a range of people to access their health insurance easily and clearly, especially in the pandemic period.
As a user myself, I ran into many problems that I wanted to resolve while using this app. Ultimately, I selected one flow that I believe is the most relevant to the times we live in today.
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