Introduction
A platform which helps in medical emergencies or home services where users can get the convenience of being attended to their medical needs at their doorstep within 30 to 45 minutes, just like one would order an Uber at home.
Project Overview
Description
As a UX Designer I was tasked with researching about KSA market and creating a product which helps all sorts of patients who can not travel all the way to the hospital for any reason, the biggest of them all was COVID-19-related problems. I followed the UX process step by step although molded in a way which suits this project, gathering data and working from that to come up with an app that solves many problems in healthcare sector.
My Role
User Research
User Interviews
Competitive Analysis
Affinity Mapping
Sitemap
Wireframes
UI Design
User Testing
Challenges
What are the obstacles?
- Who will be our demographics and whether they’ll be tech savvy?
- Time frame physically possible for medical team to reach the location
- What will be the right amount to charge our users in SAR for premium?
- Radius of the requests received for any health centre on our platform
- What are the services which would be feasible to offer on this app?
- Can service providers handle multiple requests at once with their admins?

User Research
Research Plan
User research is the process of gathering information about users and their behaviors, needs, and preferences to inform the design and development of products, services, or systems.My goal of user research was to obtain insights about healthcare system, patient’s likes and dislikes, medical staff that can be used to create a better platform for us to meet the needs and expectations of users.
This user research was a critical component of the design process as I was aiming to gather all the data and allow the data to lead the path, it helps ensure that the final product meets the needs of the target audience which in our case was KSA market that needed home healthcare services.
I used both quantitative and qualitative methods to conduct my research, the focus was on qualitative to dive deep into the market and figure out the structure of their current system.
What?
Why?
How?
Competitive Analysis

Lacks home health Care
Discount Incentives
Social Proof Needed
Geo Location Issues

Good User Onboarding
High Charges
Can’t Schedule Service
Prefers Call Support

Confusing Chat Agents
Not a Direct Competitor
Poor UI
Insurances Allowed
User Interviews
Gathering Data
To dive deep into user’s thought process and the current state of urgent or on demand healthcare services, I decided to conduct user interviews to gather mostly qualitative and quantitative data to understand how we should cater to the needs of the our demographic. I created an interview script to avoid any leading questions, keeping everything else consistent and to make this process free from any biases, stratified sampling was chosen as a sampling method to have the relevant demographic locked down.
- Have you ever used home healthcare services? For what and why?
- How much has covid and lockdowns made it tough for you to reach healthcare?
- Are you comfortable to have any doctor/professional come help you or do you have a specific doctor you see every time?
- How has your experience been the last time you visited any healthcare website or app?
- What would you consider your biggest pain point to be when looking for healthcare services? OR problems you face dealing with healthcare?

Participants Responses
“There is a trust deficit between users and home healthcare services”
Alina
“Apps should have medical history of the patient to avoid repetition of information”
Juhaini
“GPS tracking needs to be extremely accurate for all parties”
Lucas
“Need a communication channel with on route medical team and user”
Hafsa
Affinity Mapping
Consolidating The Data
Affinity mapping helped me and the client to decide what we are going to implement and what would not be possible to move forward with. We filtered the data and finalized the functionalities before moving to wireframes.

User Personas
WellMed Demographics
We made two user personas, one for the medical staff/doctors who we would onboard to provide the services on our WellMed platform and the second one for the users who would be using those home healthcare services. We understood their likes, dislikes, preferences, user behavior in order to cater their needs in our design process.


Sitemap
Information Architecture
Once we had the exact idea of what to design, we jumped on creating a sitemap to finalize the information architecture of the app so that we know what & how the content will be laid down as well as the navigation.

Userflow
WellMed’s Userflow
Its a visual representation of WellMed’s user journey, which highlights each user touchpoint, the start of an interaction to completion of the task. After getting done with sitemap we decided to locate any bottlenecks in our user journey.

Wireframes
Design Layout
Now comes the part where I start designing the layout, the functionalities in mid fid in order to discuss with the client and make iterations based off on the feedback of the users as well.

Final UI Design
User Onboarding
Walk Through
As soon as the user opens our app for the first time, there will be an onboarding carousel showing them how this app works in order to minimize the user learning curve.


Home
Services Displayed
On the home page users can see promos for any type of service that has been offered at discounted rates, they can see featured services or search through their symptoms if they are unsure.
Search
Find A Service
Search bar is essential to make the user journey from A-Z shorter, if the user knows what they want, they could find that exact service in order to book it directly, search terms would reflect all similar results as well.


Payment Details
Choose Method
Online payment method is friction-free in the KSA market which our research showed hence we are providing them different options to confirm their booking post-payment.
Cart
Voucher Incentives
Incentivizing the user is the first rule of lowering the cart abandonment ratio, hence these promo codes which would be provided by WellMed marketing team would ensure higher conversion ratio.


Admin Dashboard
Health Center
This dashboard page along some others shown below is for the service providers and health centers. They would receive the booking requests here, create or choose a team to dispatch to the patient’s location.

