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*parts of this project are NDA protected and have been redacted
Project Outline
Details
UX/UI Design Internship
Role
UX/UI Designer (intern)
Tools
Figma, Creative Cloud, Notion, Slack
Duration
12 Months - 10 hours p/w
About
Moment One is the simple and accessible way to take care of your wellbeing. Users have access to hand-picked therapists chosen for them as well as 24/7 use of Athena, Moment Ones’ effective AI companion.
The Problem
As Moment One near their first round of investment, a new platform needs to be designed and developed. Working with specialist developers and AI engineers, the new platform should seamlessly integrate with Athena with specific attention directed to how a user will interact and experience the AI machine.
The Process
My work at Moment One began during an important stage of their development. The existing low fidelity platform had to be redesigned with the entire site infrastructure realigned to meet new specifications and requirements.
The process, therefore, began with a system review to acknowledge key pain points and issues before developing market understanding needed to drive Moment Ones USP in the health tech industry. User stories were gathered from these initial understandings and used to drive design development.
Research
Market Research
Initial market research was conducted through Google to ascertain the current position of the health tech industry with a specific look at mental health and wellbeing data. This initial data was used to inform design decisions throughout the process and helped fill any knowledge gaps regarding the industry.
Demographics
- About 50% of the UK’s adult population have access to digital healthcare.
- 28 million adults in the UK are currently registered on the NHS app.
- Londoners account for 20.3% of users of the NHS app in August 2021.
- Health apps popular amongst 20-29 and 30-39 year olds.
350, 000 health apps available globally.
- 30% increase in app downloads in 2020.
- Mental health apps grew by 47% in 2020.
- A record $24 billion of investments in digital health in 2020.
Consumer Trends
- 45 health tech apps available and suggested by the NHS in the UK.
- AI and machine learning predicted to become key drivers in health tech.
- AI is predicted to increase more than tenfold in the next five to eight years.
- Expected to support a move from disease-based to a prevention-based approach in healthcare systems.
- Fully integrated virtual healthcare service platforms will become a key focus of HealthTech development.
- Data expected to become a ‘game changer’ for the industry.
- These changes will increase the likelihood of data incidents and cyberattacks in the healthcare sector.
Competitor Analysis
The initial market research highlighted the expansive extent of the health technology sector showing a number of digital health services available on the market. Moment One needs to consider the existing mental health services available for users and how they can differentiate themselves from them.
Three of Moment Ones main competitors were further analysed to understand what they offered users and what they did not and how these factors could be both positive and negative in hitting a users requirements.
Review
Internal + Stakeholder Feedback Analysis
The first iterations of Moment Ones platform were limited, however, it was important to gather feedback from the internal team and key stakeholders to start gathering user requirements for the platform. These initial notes, alongside the system review, would help form the basis of the user stories which would drive development through Notion.
Key Feedback:
how do we make Athena feel like a more naturalistic part of the platform.
how do we differentiate between client, business and therapist accounts.
how do we introduce a multi-tiered membership system.
how do we ensure users know their data is secure and have complete autonomy over it.
how can we both simplify the platform for ease of use and include multiple layers of dynamicy throughout.
how can we introduce gamification features.
Existing System Review
The highest fidelity versions of the Moment One platform underwent a full review to ascertain where the platform did not meet the needs and requirements of users and stakeholder. A full system walkthrough was conducted to test the architecture and complete some basic cognitive testing and UAT.
Information Architecture
A new site map was developed to improve and simplify the information architecture of the Moment One platform. The map focused on improving accessibility and usability for users with each page being reached from the navigation panel which would be incorporated into the design.
The site map below is only an example of the type of map made as this is redacted content
Design
Agile Project Management
The project was undertaken using a hybrid SRUM/Kanban lifecycle methodology. Notion.so was used to manage the design tasks. This enabled the team to constantly see what each other was working on, provide feedback and comments to tasks and organise their own work flow, in line with Agile working.
Below is an example of the Kanban boards used in Notion.so in managing the design project.
The Simplification Process
One of the overriding key points noted in both reviews of the Moment One platform was the overly complicated interface designs which resulted in cognitive overload and a lack of accessibility for users. The information architecture of Moment One is vast and quite deep, therefore, the screens should be easily navigable with a focus on usability and accessibility.
The redesign process began by stripping back the designs to the core ideas represented by each screen. Once these ideas were communicated, we could sketch out wireframes with elements only representing these ideas.
Process example:
Discussions Page
Need:
List of Discussions
My Discussions
Trending
Searchable
Filtration
Features:
Tags
Way to like/favourite
Control options (...)
Style Guide
The style guide was designed to help designers uniform designs as well as improving handovers to the development teams.
Redesign
Below are the main elements the redesign effected in the form of a general overview.
Simplifying the layout was important in consideration of the use of the platform as a mental health and wellbeing site.
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The wording of the menu was changed to better reflect the navigation paths as easily recognisable for users.
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An expandable option was included to enable the user to choose between views for preference removing the drop down menu. This also enhances the platform feel of Moment One.
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The simplified top navigation bar was imperative in understanding how a user should feel when using the platform. i.e. not stressed.
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Finally, Athena was added to the navigation bar to better incorporate the AI machine onto Moment One.
Simplification
Systems Integration
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As well as the navigation bar, Athena AI was integrated onto the Dashboard and Profile pages so users could easily access the chat feature.
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Athena’s capabilities were also further integrated into the gamification and tracking features to enhance the users interaction with the AI.
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The user memberships were split into four different levels (one free, three paid). This would help encompass different users’ needs and access options. These options
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The user memberships were split into four different levels (one free, three paid). This would help encompass different users’ needs and access options.
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The buttons show a user what is involved in their plan, the expeiry date and the option to upgrade or renew.
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A users membership was initially just displayed on the Dashboard page. After further iteration, it was also placed into the expanded menu view in a smaller format. When selected, the user is taken to the membership options screen.
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Colours were integrated to differentiate between different types of users; member, therapist and admin.
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Colour appear in different log in systems and are associated with system tags, specifically important for users differentiate between members and therapists.
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For colour impaired users, all tags are clearly labeled.
Security Features
It was important for Moment Ones' redevelopment to consider key elements of security and privacy for its users. The security details were designed to be accessible and easy to understand with an emphasis on heightening user control.
The security were designed to be static screens with clear navigations features and access to additional documentation as required.
Deleting an account without trace of any private details is important for Moment One due to the sensitive content. Therefore, 'delete account' provides the option to de-activate or delete all data.
Test + Evaluate
The Testing Process
Due to the limited resources of Moment One, the majority of testing was completed internally with stakeholders and team members evaluating various elements of the platform initially.
By using test driven development (TDD), the engineering teams continuously built the system spec to the minimal viable product (MVP). This allowed the team to start inviting early access users and integrate with businesses to help with testing.
A
B
A/B testing was completed internally. After liaising with development teams about a number of was to approach certain elements, the A/B tests were developed to gain user insight so allow the team to develop to the best user experience. Even if it meant spending longer on various elements.
Using Slack with Clients
Slack was used as the main communication tool between the global team with use extending to creating groups for individual businesses to communicate bugs and fixes with the team and provide user feedback using forms and chat rooms with team members.
The noted bugs, which could also be registered using the platforms report function, and user feedback were funnelled back into Notion.so as user stories to allow development to be continuous.
Global Changes
Once initial testing had been completed and the platform was live, the task became to initiate global changes to the platform to ensure consistency across the platform. I developed a spreadsheet methodological approach which appeared alongside a smaller version of the style guide.
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