Empowered Health Australia

As a UX, Product Design, and Technical Project Manager, I spearheaded the development of Empowered Health Australia, a platform designed to connect service providers with participants of the National Disability Insurance Scheme (NDIS) in Australia. The platform aims to facilitate the process of finding and accessing the necessary support for individuals with disabilities.

Overview

The Empower Health website offers a two-tiered approach with a public-facing website and a secure, logged-in version for Providers and Participants. The public site provides an engaging overview of the platform, emphasizing how it connects Participants with service Providers. Once registered, Providers and Participants access a personalized portal where Providers efficiently manage their practice and Participants easily search for Providers, book appointments, access health information, and communicate securely ensuring a seamless experience.

Problem 1

Participants

Participants of the NDIS face difficulties in finding qualified and reliable service providers who can cater to their specific needs and disabilities, leading to a lack of accessible and personalized support. Additionally, navigating the complex landscape of funding options and support services poses challenges, resulting in limited information and difficulty accessing necessary resources.

Problem 2

Providers

Providers face challenges in effectively managing their practice, including tasks such as scheduling, documentation, and invoicing, which leads to inefficiencies and time-consuming administrative burdens. Additionally, the lack of a centralized platform hinders providers from showcasing their expertise, connecting with potential clients, and collaborating with other professionals, thereby impacting the delivery of comprehensive and coordinated care.

Research and Discovery

During the research phase of Empower Health, I conducted extensive user research, engaging with participants and providers to understand their needs and challenges. Through stakeholder interviews and competitive analysis, I gained valuable insights into the healthcare landscape and identified key pain points. These findings guided me in creating hypotheses, which I validated through user flows and UI prototypes. By taking a user-centric approach, I ensured that the design of Empower Health addressed the unique needs of our users, resulting in a seamless and empowering experience.

Design Process

Utilizing the gathered insights, I employed the UX design process to generate user flows and diagrams. These artifacts enabled me to prioritize solutions that effectively addressed user needs and aligned with the project objectives. By leveraging this approach, I ensured that the design decisions for Empower Health were grounded in a user-centered perspective.

UX flow diagrams

The UX flow diagrams for this project encompass the User Journey Map, Registration and Authentication Flow, Provider Profile Creation Flow, Participant Search and Booking Flow, Availability Management Flow, Service Request and Approval Flow, Payment Flow, Review and Rating Flow, and Support and Help Center Flow. These diagrams provide a comprehensive representation of the user experience and inform the design of intuitive interactions within the platform.

Payment & Payout Flow

The primary onboarding and payment flow for participants begins with the platform's initial discovery. Participants then proceed to register and complete the onboarding process, creating their profiles and selecting preferred payment methods. They can explore the range of available services and search for service providers that best fit their specific needs. Participants have the ability to book appointments with these providers, while the providers can manage their availability and accept service requests from participants.

Appointment Flow

EHA's appointment flow relies on active service agreements between Providers and Participants. Participants can request appointments with suitable Providers, and the system validates active agreements before confirming appointments. Both parties have the option to cancel appointments, and completed appointments result in automatic invoice generation. This streamlined process ensures smooth scheduling and effective communication on the platform.

Ideation

Landing Pages

The UX technical approach for the landing pages of Empower Health focuses on reusability and customization, streamlining the page creation process while maintaining consistency. Through a single page design structure and flexible components, I created over a dozen unique landing pages while ensuring scalability for future additions. This approach resulted in efficient content creation, a cohesive user experience, and a strong foundation for future growth.

During the ideation phase, I transitioned from low-fidelity wireframes to high-fidelity prototypes, which enabled me to validate multiple hypotheses for the landing pages. This iterative process allowed for the exploration of various design concepts and interactions, ultimately leading to informed design decisions and a refined user experience.

Dashboard UI Exploration

In my design exploration, I created wireframes at different levels of fidelity and progressed towards interactive prototyping.

Profile completion

The Profile Completion Wizard acts as a setup guide, guiding users through the process of providing essential details to fully utilize the platform. Providers are required to furnish their business information and undergo an identity validation check. Users, enter payment or payout details, preferences, and specify the services they offer or seek. This data streamlines the billing and payment process and facilitates effective matching between Participants and Providers for optimized service delivery.

User Dashboard

The Dashboard is the user landing page after login, providing a concise overview of upcoming appointments, recent updates, and actionable items. It offers quick access to essential features like Documents and Messages, while Providers can also view their earnings snapshot. This user-friendly dashboard enhances the overall experience for Participants and Providers on the platform.

Earnings & Payments

The Earnings & Payments pages share a common design pattern, catering to both Providers and Participants. Providers can access reports of their earnings on the platform, while Participants have the convenience of reviewing and downloading their payment transactions to use as receipts for NDIS reimbursement purposes. These user-friendly pages empower both parties to easily track and manage their financial transactions within the platform.

Documents

The Documents section provides a centralized hub for Participants and Providers to access their agreements and invoice documents. Users can conveniently download, share, and perform content searches within all their documents. This feature ensures easy management and retrieval of important files, enhancing user efficiency and organization on the platform.

Schedule settings

The Schedule Settings section empowers Providers with the necessary tools to configure their work calendars, allowing Participants to seamlessly book appointments with them. This feature streamlines the scheduling process, enabling Providers to efficiently manage their availability and facilitate convenient booking for Participants on the platform.

Appointment types

The Appointment Types section extends the Schedule Settings by enabling Providers to create specific blocks of time for each of the services they offer. When Participants schedule appointments with a Provider, they select a time slot from a particular appointment type. This appointment type serves as the primary input to generate the initial service agreement between Participants and Providers. This functionality enhances the platform's flexibility, ensuring seamless scheduling and accurate service agreements for all parties involved.

Header Navigation

The Header Navigation is categorized into two types: a Logged-Out Header Navigation that is public-facing and accessible to all users before logging in, and a Logged-In Navigation State that promotes the platform's tools and features to authenticated users. This division ensures a seamless and personalized navigation experience for both new visitors and registered users, enhancing user engagement and platform accessibility.

Footer Navigation

The Footer Navigation acts as a comprehensive hub, providing users with easy access to the site's information architecture. It serves as a centralized location from which users can navigate to various landing pages, access the FAQ section, obtain contact details, legal information, and more. This well-organized footer ensures a user-friendly browsing experience, enabling users to find essential resources and information conveniently on the platform.

Testing

Throughout the design process, the Empowered Health platform underwent rigorous qualitative testing with both Participants and Providers to ensure its effectiveness and user-friendliness. These usability studies played a crucial role in validating the platform's features and gathering valuable insights for continuous improvement. Their input guided iterations that led to the development and prioritization of key features, such as:

Automated Payments

Participants expressed their desire for a hassle-free payment process, and Providers emphasized the importance of receiving timely compensation. This led to the decision to automate payments, eliminating the need for manual payments by participants and ensuring that Providers get paid faster for their services.

Appointment Types

Users provided valuable feedback on the appointment scheduling workflow, prompting the creation of Appointment Types. This feature allowed Providers to create specific blocks of time for different services, streamlining the booking process and enhancing the overall scheduling experience for both Participants and Providers.

Results

The user-focused design approach has driven the success of the Empowered Health platform during its beta period. By prioritizing user needs and feedback, the platform effectively connects individuals with disabilities to the support they require while empowering service providers to grow their independent businesses. Continuous improvement and user feedback remain central to the platform's mission of creating a supportive and transformative healthcare community.

Role

Principal UXD

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