Main Functionalities
Accessible Patient Account Summary
• Prescription
• Order Summary
•Billing and shipping information
Navigation
• Organized menu for patients to find exactly what they need
• Readily available access to messaging health care provider
FAQ
• Collapsable FAQ patients and potential clients can view anytime
Mobile to Desktop Responsive
Consistency reinforces familiarity for patients. We wanted to ensure patients will be able to find what they need regardless of what device they are on.
SITE MAP
Through our findings, we developed a site map to allow us to design the screens we plan to implement to ensure that patients will be able to find information accordingly when navigating from page to page.
UX RESEARCH
Problem
Current Desktop View
Navigation
Navigation has an inconsistent site map between desktop to mobile
The lack of hierarchy regarding whether what feature and content is a priority makes the experience ambiguous for the clients
There Portal homepage is confusing for patients since “Home” can be viewed as the “My Account” or “My Profile”
Updating Information
Inflexible options
Inability to add another address
Disorganized portal due to “My Account” / “My Profile” is used interchangeably
Mobile
Information Architecture unclear and inconsistent to mobile
“Home” = “My Account” from a mobile point of view
“My Profile” = Updating information
Patients are unclear with where they are clicking to making the experience completely different between desktop to mobile
Hamburger switch places when switching between pages
L-R: Hamburger Menu, My Account, “My Profile”
Frequently Asked Questions
FAQ from the Portal directs patients to FAQ dedicated to the process of referring a friend
Birth Control FAQ can be found on hamburger menu from mobile, but redirects patients to a marketing page
Problem Description
Giving patients a portal to access information regarding prescriptions, deliveries, the ability to update information, and an accessible source to ask questions. We wanted to make sure that they are able to fulfill their tasks and information was as accessible as possible, independently. By having the content reorganize, this will allow patients to navigate from one page to another at ease without further investigation, thus addressing the problem with Pandia Health’s retention.
RESPONSIVENESS: Navigation should be consistent and aligned between mobile to desktop
ACCESSIBLE: For comprehensiveness, Birth Control FAQ should be within Portal page rather than being redirected to marketing page
REFILL: Allowing patients to have refill prescription on their own terms, fast and reliable
EFFICIENCY: Emphasis on self-services settings which provides patients a sense of independence and control when updating personal information an
COMPETITIVE & COMPARATIVE ANALYSIS
We took inspiration from Pandia’s Health competitors and even looked at other businesses that have a website operated similarly
Hers
Warby Parker
Quip
Secondary Navigation
Highlights current page user is on
Ability to toggle between pages
NURX
Frequently Asked Questions
Comprehensive, digestible list of questions
Expand for additional information
Straight to the point
USABILITY TESTS
To validate our research further, we did usability tests of the current state of the website and confirmed that patients have a difficult time navigating through the page.
Our users had difficulty finding their prescriptions, and could not update a new address.
According to 2 users on usability test, they stumbled upon it when exploring through “Refer a Friend” which is the only FAQ available within Portal site.
“Why is the FAQ on the Refer a friend page” It doesn’t makes sense”
– User 1
USER PERSONA
Scenario
The Aimless Wanderer lives between home and her work in another state. Given that she has two addresses, she does not have the option to have birth control delivered in the terms she feels comfortable given COVID-19, the inability to add another address, and information is not readily accessible. As a result, she is filled with anxiety due to not being able to check her prescription, find the resources she needs, and updating information is difficult.
Goal
Receive birth control at ease via mail
Self-service features to be independent and in control
Update information when necessary
Convenience
Behaviors
Needs to stay informed
On the go between one place to another
Prefers subtly and discreteness
Frustrations
Unable to add an additional address
Information is difficult to find