Overview of Project
With the introduction of a new use case, Cardiology Family History, additional information needs to be collected by GIA. The existing method (collecting the information within the chat), needed to be reimagined. This experience will determine whether or not a patient qualifies for genetic testing.
Problem
"How might we design an experience within a chat?"
"How might we collect a patient's family history information?""How might we define the type of patient using this experience?"
"How might we determine the questions asked in the experience?"
"How might we increase the amount of Cardio panels sold?"
Solution
Conceptualize and design an experience within the chat to effectively collect the patient's family history.
Client
Gia team
Team
Product Manager, Front-end Developer, Project Leads, Product Design Lead, Product Designer (me)
My Responsibilities
- Research and helping create a flow chart
- UX/UI Design
- Hand-off to development and continued collaboration
Duration
3 months
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Info about Gia
Constraints
We had 3 months to complete the project.
Challenge
With the introduction of the Cardiology use case, new information needed to be collected by GIA to determine if a patient qualifies for genetic testing. This information couldn't be retrieved by the current chat experience.
Process
In order to empathize with our users, we had to fully understand their problems, intentions, and the potential barriers they would face. This would set the pace for the rest of the project.
Discovery Research
After conducting a mini-workshop, we gathered key insights on how the content and experience would be. We wanted to limit the number of questions to only the essential ones.
User Experience Design
Our team then designed the user flow to help navigate the different scenarios, screens, and to understand the experience at a high level. We decided for this to be a modal experience, so the user can stay within the chat and not lose their progress.
Sketches and Wireframes
Crazy 8s are my favorite method to quickly generate ideas. After a few rounds and some dot-voting, I designed the wireframes.
UI Design, Engineering handoff and Support
After testing the wireframes internally, I used the wireframes to create high-fidelity mockups.
The engineering team was involved since the beginning of the project, so the handoff went extremely smooth! We had daily standups and weekly working session so design could continue to support engineering.
Testing
Due to time constraints, we weren’t able to test the final Family History tool with users. However, we continuously tested with stakeholders throughout the ideation process. We were also using common/existing patterns and best practices that have been tested.
Usability study research protocol script
Key Takeaways
1. Users are frightened
Patients are hesitant to share information because of the potential outcome. This meant that information had to be collected with plenty of time and ease.
2. Simplify the choices
Users might not be in the best situation to provide information. So limiting the questions to what was essential to the genetic test was key.
3. Navigating nested experiences
Creating a familiar experience within a modal was a challenge. But we do feel that we have created an experience that won't disconnect the user from the chat.
Impact
The Cardio Family History experience was released in June 2022. Our goal is to increase the amount of genetic testing orders (Cardio) for qualified patients by 3%.
We believe this goal is achievable because we are introducing a new method in which the panel is being offered.
Our target conversion rate was 70% for the experience. As of August 2022, the conversion rate is 80.3%, exceeding our target.
