Trained in design thinking, a relentless problem solver and a curious mind, I enjoy the look of calm and relief on people's faces when they know they have been heard, they are well informed, and they have achieved their goal...
...it is then that I know they are here to stay.
I design simple user experiences to gain trust and loyalty.
ABOUT THE COMPANY
Theryon is a marketplace that connects physical therapists to clients requiring physical therapy at the convenience of their home or location of choice. They enable anyone to order a PT to their home, office or hotel in as little as 3 hours.
Physical Therapy is an integral part of recovery for most musculoskeletal injuries, yet scheduling and traveling to the PT clinic can be a difficult prospect, Theryon removes those obstacles by changing the way people access PT.
MY ROLE: UX Researcher, UX Prototype and conducted Usability tests
PROJECT OVERVIEW
Client is concerned about the high drop-offs on page three. Client would like to retain customers to get through checkout.
INSIGHT
At present the only place users are informed of the objective of the app is at the app store.
Keynotes Presentation
HYPOTHESIS
When the users are informed of the early payment before they are informed of who they are going to be treated by for physical therapy, users will be predisposed to continuing to checkout.
PROBLEM STATEMENT
Lisa wants to use Theryon to book a therapist at her convenience, but is not at ease paying prior to being informed of the PT's credentials. How might we build trust and connect Lisa with a qualified therapist?
OPPORTUNITY
REDUCE ON-BOARDING NUMBER OF SCREENS TO SPEED UP THE SIGN IN/ SIGN UP.
BEFORE PAYMENT PROCESS, LET USERS HAVE A SENSE OF CONTROL OVER THERAPISTS TO SELECT FROM.
PROVIDE USERS OPTION TO SAVE CARD ON RECORD FOR A HASSEL FREE PURCHASE OF NEXT SESSION.
PROTOTYPE
USER RESEARCH
USER INTERVIEW
OUR FIRM
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KEY TAKE AWAYS
9 USERS WERE INTERVIEWED.
1 INSIGHT
Users knew where they were in the app at all times and were able to complete the tasks with ease.
2 INSIGHT
Older users had trouble reading due to not enough contrast on the pages.
3 INSIGHT
Users did not remember password and looked for alternate sign in options.
4 INSIGHT
4 users expressed inhibition in adding credit card information before knowing the therapist they were going to get.
HEURISTIC EVALUATION: Low contrast in text and background make app difficult to read
STEP 1- What hurts?
STEP 2 - Personal Info
STEP 3 - Schedule
APPOINTMENT HISTORY
ORIGINAL VIEWPORT
USERS "I" STATEMENTS FROM AFFINITY MAPPING
I trust a PT more when they are recommended.
I want to book a PT at a time convenient to me.
I don’t have any preference between male or female PT, I look for expertise.
I will feel more secure knowing about my PT before they come to visit me.
I want the same PT for each session.
WIREFRAMING
WIREFRAMES TO FACILITATE TRUST IN USER BEFORE PAYMENT IN STEP 3
HI-FI WIREFRAME
EMPATHY DESIGN TO ENGAGE USERS
REDUCE ON-BOARDING NUMBER OF SCREENS TO SPEED UP THE SIGN IN/ SIGN UP
VIEWPORT: ORIGINAL APP
ONBOARDING 1
ONBOARDING 2
SIGN UP/ SIGN IN
HI-FI WIREFRAME
1 screen for onboarding and informing the user. Managing user's expectation from the app.
SIGN IN/ SIGN UP KEYSCREENS: BEFORE AND AFTER
VIEWPORT: ORIGINAL APP
HI-FI WIREFRAME
SIGN UP/ SIGN IN
UPFRONT SERVICE DESCRIPTION AND PAYMENT INFO
SIGN UP OPTIONS
(fb & google: without need for recalling password)
BOOK THERAPIST KEYSCREENS: BEFORE AND AFTER
VIEWPORT: ORIGINAL APP
HI-FI WIREFRAME
STEP 3 - SCHEDULE
APPOINTMENT HISTORY
STEP 3 - PAYMENT (after selecting the attending PT)
APPOINTMENT HISTORY
REPEAT BOOKING
