MedComms Services
Mobile design
I led the entire design process, clearly defining the product vision and strategy. My efforts resulted in forming eight 8 partnerships.
INTRODUCTION
Remmie Health is a healthcare startup company specializing in telehealth solutions with a total of 10 people. Our main product was an advanced ear otoscope designed for healthcare providers and patients. This project centers on enhancing remote medical consultations and diagnostics by seamlessly integrating the otoscope with the app.
Skip to final deliverablesmy role
Design Lead
Program Manager
timeline
Jun 2023 - Apr 2024
nda ⚠️
In compliance with the non-disclosure agreement I signed, I have omitted sensitive data and obfuscated figures. All information in this case study is my own and does not reflect the views of remmie health. I'm happy to share more details verbally during the interview :)
Overview
From Humble Beginnings
As the first designer employee #11, I quickly recognized the situation I was in.
”Yikun, your task is to enhance our user experience"
were the first words the CEO said to me—a broad and daunting responsibility.
Our product was straightforward: an intelligent ear otoscope linked to an app that enabled doctors to conduct remote consultations. Yet, despite such a clear objective, we had failed to create a good, intuitive experience.
The Catalyst for Change
In order to raise awareness of the rising issues, I led the team in performing a comprehensive audit of our product, meticulously mapping out every screen and workflow.
This is a reconstruction of an actual conversation I had with our CEO before the design audit ...
The product lacked a coherent strategy that aligned its interface design with the users' journey, making it difficult for users to intuitively understand and use the app efficiently
discover
Research goal
The lifestyle of the potential consumer group to paint a picture of the potential consumer group
Attitudes and impressions of potential consumer groups towards tire brands
Potential consumers' experience pain points and expectations for tire brands
Quotes from interview
High perception barriers overwhelm users
"Every time I see knowledge about tire performance, it's hard for me to read and I don't want to continue to understand it after a long time."
Opaque behavior loses user trust
"Every time I dealt with sales I was nervous because there was no transparent price and I would worry that she was secretly raising the price. Also not being able to see the repair process made me wonder what was going on."
Tire repair is always anxiety-provoking and draining
"Every time I go to the tire store and wait in line, wait, repair, pick up the car and a series of other steps will make me feel very troublesome do not want to do it ."
Qualitative research
Conducted 24 In-Depth Stakeholder Interviews
Based on interactive contact and contextual qualitative research, we can build a deep understanding of future target users.
How is this impacting the business?
1. Sales Impact
Usability issues led to significant losses in healthcare provider partnerships, impacting revenue and market credibility.
2. Support Costs
Up to 60% of users required assistance, draining resources and reducing team productivity.
3. User Reviews
A flood of negative reviews on Amazon highlighted usability problems, damaging our reputation and deterring potential users.
Something needs to change
1. Revamping the User Interface
Simplified the design to improve usability and reduce the learning curve.
2. Enhancing Support Structures
Integrated better help guides directly into the app to lower the demand for customer support.
3. Rebuilding Trust
Responded to negative feedback with updates about improvements, inviting users to revisit the enhanced product.
Our product is packed with useful features and data, yet users struggle to find value in the current experience. I want to show the company that by focusing on user needs, we can repurpose existing technology to unlock new value.
Final Solution
Smoother Onboarding Flow
The new flow includes streamlined steps, clear instructions, and visual aids that guide users through setup and basic operations without overwhelming them with information.
Friendlier Interface Guidance
I incorporated contextual tooltips, highlighted key features through interactive tutorials, and optimized the placement of help icons.
Simplified Remote Experience
I simplified the user interface and streamlined the process of connecting with healthcare providers. I reduced the number of steps required to initiate a remote session, enhanced the visual clarity of the app, and ensured that critical controls are easily accessible.
Outcomes and Impact
Our product improvements yielded excellent results: eight new partnerships and a 67% drop in user errors, showcasing better usability. Plus, we saw Amazon sales jump by over 200 units, proving our enhanced market competitiveness.
