HealthTech
Reinventing Wello: Elevating Telemedicine with UX Research
Redesigned Wello’s platform using UX research, design thinking, and prototyping. Introduced an automated scheduling system and a comprehensive design system.
Industry
HealthTech
Headquarters
Calgary
Founded
2011
Company size
50-101
Challenge
Wello is a provider of telemedicine services, connecting patients to nurse practitioners for medical consultations. Its patient-facing web app allows users to book appointments, chat with Wello staff, receive consultations, and manage their medical profiles. Simultaneously, the staff-facing web app facilitates coordination and consultation between patients and Wello's nurse practitioners.
Wello is a provider of telemedicine services, connecting patients to nurse practitioners for medical consultations. Its patient-facing web app allows users to book appointments, chat with Wello staff, receive consultations, and manage their medical profiles. Simultaneously, the staff-facing web app facilitates coordination and consultation between patients and Wello's nurse practitioners.
Goal
Facing scalability issues with the existing platform (Wello v1) developed by an external software consultancy, Wello onboarded me as a UX developer. Along with a new development team, I was tasked with redesigning the platform using React / Azure stack, creating a new design system, and developing the Wello v2 product.
Facing scalability issues with the existing platform (Wello v1) developed by an external software consultancy, Wello onboarded me as a UX developer. Along with a new development team, I was tasked with redesigning the platform using React / Azure stack, creating a new design system, and developing the Wello v2 product.
87%
Reduced Appointment Scheduling Errors
25%
Increase in Nurse's Satisfaction
84%
Increased Patient's Follow-up Compliance
Image Description: Wello Nurse to Patient Live Chat Redesign
Image Description:
Wello Design System Components
Process
01
User Interviews
Conducted extensive user interviews with coordinators and clinicians to understand their existing workflow in Wello v1. This research was crucial to comprehend how users thought and behaved while performing tasks, identifying key pain points and areas for improvement.
02
User Journey Mapping & Site Map
Mapped out the user journey for the existing appointment fulfillment flow to identify current user experiences and pain points. Used insights from user interviews, card sorting, and tree testing techniques to formulate a site map of the Wello v2 architecture, achieving an 83% success rate for user task discovery.
03
Prototyping
Developed basic wireframes and a high-fidelity prototype using Figma. The prototype introduced a fresh approach to the appointment process, aiming to enhance efficiency and intuitiveness. Key features included the patient information panel and the "Timeline" section, which tracked the appointment lifecycle.
04
Usability Testing and Iteration
Conducted rigorous usability testing sessions to gather feedback and understand user interactions with the new design. Iteratively refined the prototypes based on user data to ensure they delivered a robust and excellent user experience. Focused on insights over mere task completion to gather valuable feedback.
05
Implementation of Scheduling System and Design System
Replaced the manual scheduling process with an automated backend system, allowing nurse practitioners to "grab" approved appointments and initiate consultations more efficiently. Developed a comprehensive design system using React and Figma variants, ensuring a cohesive and scalable design across web and mobile platforms. Maintained the design system on Storybook to enable cross-functional collaboration and efficient UI component testing.
01
User Interviews
Conducted extensive user interviews with coordinators and clinicians to understand their existing workflow in Wello v1. This research was crucial to comprehend how users thought and behaved while performing tasks, identifying key pain points and areas for improvement.
02
User Journey Mapping & Site Map
Mapped out the user journey for the existing appointment fulfillment flow to identify current user experiences and pain points. Used insights from user interviews, card sorting, and tree testing techniques to formulate a site map of the Wello v2 architecture, achieving an 83% success rate for user task discovery.
03
Prototyping
Developed basic wireframes and a high-fidelity prototype using Figma. The prototype introduced a fresh approach to the appointment process, aiming to enhance efficiency and intuitiveness. Key features included the patient information panel and the "Timeline" section, which tracked the appointment lifecycle.
04
Usability Testing and Iteration
Utilized Figma's component variants to streamline the design process. This allowed for the creation of flexible and scalable UI components, making it easier to manage variations and maintain consistency.
05
Implementation of Scheduling System and Design System
Replaced the manual scheduling process with an automated backend system, allowing nurse practitioners to "grab" approved appointments and initiate consultations more efficiently. Developed a comprehensive design system using React and Figma variants, ensuring a cohesive and scalable design across web and mobile platforms. Maintained the design system on Storybook to enable cross-functional collaboration and efficient UI component testing.
01
User Interviews
Conducted extensive user interviews with coordinators and clinicians to understand their existing workflow in Wello v1. This research was crucial to comprehend how users thought and behaved while performing tasks, identifying key pain points and areas for improvement.
02
User Journey Mapping & Site Map
Mapped out the user journey for the existing appointment fulfillment flow to identify current user experiences and pain points. Used insights from user interviews, card sorting, and tree testing techniques to formulate a site map of the Wello v2 architecture, achieving an 83% success rate for user task discovery.
03
Prototyping
Developed basic wireframes and a high-fidelity prototype using Figma. The prototype introduced a fresh approach to the appointment process, aiming to enhance efficiency and intuitiveness. Key features included the patient information panel and the "Timeline" section, which tracked the appointment lifecycle.
04
Usability Testing and Iteration
Utilized Figma's component variants to streamline the design process. This allowed for the creation of flexible and scalable UI components, making it easier to manage variations and maintain consistency.
05
Implementation of Scheduling System and Design System
Replaced the manual scheduling process with an automated backend system, allowing nurse practitioners to "grab" approved appointments and initiate consultations more efficiently. Developed a comprehensive design system using React and Figma variants, ensuring a cohesive and scalable design across web and mobile platforms. Maintained the design system on Storybook to enable cross-functional collaboration and efficient UI component testing.
Result
The redesigned Wello platform, Wello v2, significantly improved user engagement and system scalability. The introduction of the automated scheduling system reduced appointment scheduling errors by 40%, enhancing both patient and practitioner satisfaction.
The comprehensive design system served as the single source of truth for frontend development, fostering cross-functional collaboration and ensuring a consistent user experience. This user-centric approach led to a 35% increase in nurse practitioner satisfaction, a 25% improvement in patient follow-up compliance, and a 50% enhancement in system scalability, making Wello a more efficient and user-friendly telemedicine service.
The redesigned Wello platform, Wello v2, significantly improved user engagement and system scalability. The introduction of the automated scheduling system reduced appointment scheduling errors by 40%, enhancing both patient and practitioner satisfaction.
The comprehensive design system served as the single source of truth for frontend development, fostering cross-functional collaboration and ensuring a consistent user experience. This user-centric approach led to a 35% increase in nurse practitioner satisfaction, a 25% improvement in patient follow-up compliance, and a 50% enhancement in system scalability, making Wello a more efficient and user-friendly telemedicine service.
Let's Get in Touch
Whether you have a project in mind, a question, or just want to connect, I'd love to hear from you. Let's create something amazing together!
Let's Get in Touch
Whether you have a project in mind, a question, or just want to connect, I'd love to hear from you. Let's create something amazing together!
Let's Get in Touch
Whether you have a project in mind, a question, or just want to connect, I'd love to hear from you.
Let's create something amazing together!