Perx is a digital care management program that provides positive,
persistent motivation to medically complex members.
MY ROLE
UX Research, UX Design, UI Design
SUMMARY
Working in a UX team of three, I helped empathise and visual the
re-design a simpler interface of the Perx Health app.
PROBLEM STATEMENT
Perx Health is looking to better understand the onboarding process of users to the patient-facing app. Onboarding is critical to create happy, engaged users, so the team would like to understand possible issues and solutions to tackle them to ensure user satisfaction during the first few sessions.
PROJECT GOALS
To understand any issues with the onboarding process and defining possible solutions to improve three onboarding milestones:
1. Conversion from opening the app to creating a Perx account.
2. Conversion from creating an account to scheduling a health task.
3. Conversion from scheduling a health task to winning a reward.
To Improve overall user satisfaction with the app within the first few sessions.
RESEARCH METHODS
PERSONA & USER STORIES
The project started off with an intensive one-week research and discovery sprint. This included desk research, user interviews and data analysis. All the learnings were compiled and presented back to the client. Following our learning, I was able to conclude with a few clear pain points and user needs that helped develop 4 personas:
IDEATION
From this exercise, we were able to highlight the existing primary features which helped ideate a more simplified solution to truly reflect the usability of the app. A well thought through experience is one that not only looks good but provides tangible value and makes users feel at ease completing the tasks they need to.
PROTOTYPE
I set up a lo/mid-fi clickable prototype using Figma to help aid the user conversations and also provide usability insights.
first time sign in
App tutorial is helpful for new users to give a quick insight into what problems the app solves and how it can help the user and what benefit it gives. It boosts usability from the first minutes of interaction.
help & tutorial
Tutorial can also easily accessed in the
help section when required.
add tasks
health records
earning rewards
USABILITY TESTING
Based on usability testing of the ideal state prototype, I have concluded:
1. Inclusion of games and rewards revoke feelings of excitement to a dull task
2. Easy navigation and completion of tasks with the simpler and logical information architecture
3. Users are not sure how exercises are validated
4. App needs to contain a history of exercise/fitness progress
5. Repeat medication prescriptions
FUTURE STATE FEATURES
1. Integration with wearable devices
2. Customisation option
3. Integration with health providers
LEARNING
Client is very impressed with our research in developing the personas, which they all resonate with to their existing users; client mentioned they have never had research on users but only created profiles from a gaming perspective. We explained to client the value of personas which gives the company a wide understanding of who their users are and deep understanding of user behaviour and needs. It's important to communicate and educate client of all the steps involved in the project.