A Research Tool That Addresses A Critical Health Challenge

Redesigning a Mobile Application Targeting Retirement-Age Individuals Across Europe

ROLE

Lead Product Design

TEAM

Solo Designer

INDUSTRY

E-Health

YEAR

28 Weeks 2023-2024

ROLE

Lead Product Design

TEAM

Solo Designer

INDUSTRY

E-Health

Duration

28 Weeks 2023-2024

OVERVIEW

The SO-NUTS project aimed to research the effectiveness of a digital intervention designed to prevent sarcopenic obesity in retirees by tailoring their health routines.

OBJECTIVES

The main objective was to identify and to address usability issues to enhance user experience and satisfaction. The existing prototype had significant usability issues that threatened the viability of the research.

METHODES

Heuristic Evaluation
Usability tests
User Feedback sessions
Prototyping
User Flows
Workshops
Diary Studies

IMPACT

Increased task efficiency by 45% through streamlined ‘goal setting’ and ‘planning’ flows, reducing cognitive load.

Boosted usability by 30%, as reflected in the System Usability Scale (SUS) score post-redesign.

INTRODUCTION

I led the redesign of the research tool for the SO-NUTS project that aims to add two healthy years to the average life span of the target group.

social activists

Insurance companies

Rehab Centers

Hospitals

Suppliers

Media

Scholars

Indirect stakeholders

Doctors

Municipalities

The government

SCI Families

SCI patients

direct stakeholders

SCI Partners & Caregivers

core Stakeholders

PROBLEM

The existing prototype had significant usability issues that threatened the viability of the research.

I recommended conducting a heuristic evaluation to identify and address usability issues early in the development process. This approach allowed us to optimize resource allocation by resolving potential problems before engaging users, ensuring a more effective test.

The managerial team, facing time & budget constraints, wanted me to rapidly conduct usability tests.

"The partner had to cope with the shock, support the injured partner during the institutionalized rehabilitation, and struggle to make their relationship and life together function again."

"They were struck by the brutal fact that their partner had been seriously injured, and their own needs faded into the background."

"The partners experienced much distress and appreciated the support they got but felt that they were mainly left to manage the difficult process on their own."

(Johnson et al.)

Heuristic evaluation

I have identified 76 usability issues and had them reviewed by another UX expert to ensure multiple perspectives.

The delivered report enabled the development team to efficiently address critical issues within the project timeline.

Heuristic evaluation

USABILITY TESTS

The initial 21-minute average time on task for goal-setting indicated a severe usability bottleneck.
Causing user drop-off and frustration.

I first presented the usability findings to all stakeholders.
Instead of rushing decisions, I gave them time to reflect.
In follow-up meetings

I worked with developers to prioritize quick fixes
Project leaders to align UX improvements with research goals
Researchers to validate scientific integrity.
I believe this approach ensured cross-functional buy-in and a clear roadmap for impactful while realistic design improvements.

80%

Of the participants, 80% reported that they felt overwhelmed after using the application.

- The term 'overwhelmed' in this context signifies a sense of confusion and frustration arising from the challenges users faced in navigating through the flows.

100%

All the participants felt trapped when forced to complete all the steps before finalizing their goal-setting in the app.

80%

80% of users expected motivational elements (progress animations, celebratory feedback) but found the app too "businesslike."

20%

Only 20% of the testers said they were satisfied with their experience and would recommend it.

Scenario & Participants

Task 1: Imagine you have decided to make some changes in your lifestyle and are using this application to help you plan them better. Please set two goals in the application. Find more explanations of the goals that the application offers you to choose from.
Task 2: Please tell me your plans for three days from now.
Task 3: Imagine you have decided to change one of the goals you have chosen. Where would you expect to find it?
Task 4: Imagine you have completed one of your planned activities today. Mark that activity as completed. - How do you feel about the message that just popped up?
Task 5: Log out of your account, please.

Open questions
How was your experience using this application?
Have you ever used an application to build new habits regarding your diet or physical activity? Name them.
How do you think an application can help you build new habits?
Do you have any suggestions that might help us improve this application?

Results

Lengthy Main Flow

The main flow experience is perceived as lengthy due to numerous activities, prompting a call for simplification.

Unclear reminder

Users find the process of setting reminders challenging due to unclear language and visuals.

UI Appeal

The app's interface is clear but lacks emotional and visual engagement, with feedback suggesting it's too "businesslike."

Improper Tone of voice

Motivational messages seem to be not encouraging enough or come off as patronizing or condescending, like they talk down to them.

Unintuitive feature

The feature of planning current habits doesn't resonate with users, hinting at a possible misalignment between design intent and user expectations.

Interesting Quotes

Language and Wording:

"Before the event, during the event, or after an event, what does that mean? It sounds like something serious happened. I would call that a moment, like in the morning or in the afternoon."
Useful Insight: Simplifying and clarifying language in the app's instructions and prompts can contribute to a more intuitive experience and reduce user confusion.

"These questions are incomprehensible.' What other movement are you already doing? Bone strength or none. That is weird; I'd expect I can indicate what activity I'm already doing, like cycling or something."
Useful Insight: Refining the language and providing more specific response options can enhance user understanding and facilitate smoother interaction with the app.

Navigation and Flow:

"I lost track a bit. If you set 2-3 goals, I have no idea what I already entered. I'm curious if I'll get an overview at some point."
Useful Insight: Improving the goal-tracking interface to provide users with a clear and easily accessible summary could enhance the overall user experience and reduce confusion.

"Now I'm just repeating what I've already said I'm doing. So now I'm stuck in the app."
Useful Insight: Addressing issues related to repetitive actions and providing clearer navigation cues could prevent users from feeling stuck and enhance the overall usability of the application.

"I can't continue; I have to complete them all [sighs]. I don't feel like I want to continue anymore. It forces you to do all 5."
Useful Insight: Allowing users the flexibility to skip or prioritize tasks based on their preferences could significantly improve user satisfaction and engagement.

User Interface and Feedback:

User Interface Feedback:

"Now I would expect something to happen, like the progress bar turning red, or that it shouldn't be possible. Or it should actually congratulate you."
Useful Insight: Implementing visual feedback elements, such as progress bars or congratulatory messages, can enhance user engagement and provide a more rewarding experience.

"There's nothing listed under 'choices.' If it says 'Choices overview,' I'd expect some choices to be listed there, but there are three empty boxes."
Useful Insight: Ensuring that interface elements accurately reflect their purpose and content can prevent confusion.

Time and Scheduling Flow:

"This isn't convenient, that you have to set a specific time for every activity."
Useful Insight: Offering more flexible scheduling options, such as time ranges or general timeframes, could make the app more accommodating to users with varying schedules.

"I think it's a shame you can't repeat an activity multiple times in one go, like you can select Monday, Wednesday, and Friday."
Useful Insight: Enhancing the scheduling functionality to allow for easier repetition of activities on multiple days could significantly improve user satisfaction.

General User Experience:

"So this is really time-consuming. I think it will put people off."
Useful Insight: Streamlining the user experience and minimizing time-consuming interactions can be crucial in retaining user interest and preventing user dropout.

"This is an annoying thing. I'm already doing these activities, but I still have to schedule them."
Useful Insight: Evaluating the balance between app requirements and user convenience is crucial. Allowing users to effortlessly integrate existing activities into the app can improve the experience.

"Why are the days not in the running order? It is weird! I don’t trust the app."
Useful Insight: Ensuring that information is presented in a logical and expected order is essential for building user trust. Addressing concerns related to the order of days can contribute to a more trustworthy user experience.

Lengthy Main Flow

The main flow experience is perceived as lengthy due to numerous activities, prompting a call for simplification.

UI Appeal

The app's interface is clear but lacks emotional and visual engagement, with feedback suggesting it's too "businesslike."

Unintuitive feature

The feature of planning current habits doesn't resonate with users, hinting at a possible misalignment between design intent and user expectations.

Unclear reminder

Users find the process of setting reminders challenging due to unclear language and visuals.

Improper Tone of voice

Motivational messages seem to be not encouraging enough or come off as patronizing or condescending, like they talk down to them.

Intuitive Process

Users find it difficult to locate key features like "Add Money" or Send/Request due to complex navigation. Users seem to find their prone due to confusing category errors and unclear information architecture.

Fee Transparency

Users face confusion and frustrations with unclear and excessive transaction fees and conversion rates. Which shows lack of transparency around fees.

Flexible Payment Scheduling

Users need more flexibility and control over their payments, specifically the ability to schedule future transactions.

FINAL SCREENS

The design got ready for a pilot study across Europe, and after three months, the results came back.

The interface

Feedback sessions underscored the importance of designing with inclusivity in mind, ensuring the app was accessible and relevant across different cultural and linguistic backgrounds.

The interface

Feedback sessions underscored the importance of designing with inclusivity in mind, ensuring the app was accessible and relevant across different cultural and linguistic backgrounds.