Audiology Software - Responsive Web Design

Audiology Software - Responsive Web Design

Redesigned hearing test software and created an end-to-end experience for scheduling, testing and treatment of hearing loss

Role

UX Strategist

Process

Foundational Knowledge

Concepts

Usability Evaluation

Interaction Design

Tools

Whiteboard

Paper & Pencil

Omnigraffle

GOAL

Design a first-of-its-kind, revolutionary digital patient platform for the exam room that increases practice profitability and provides consistent patient interaction through a digital-delivery best-practices system.

FOUNDATIONAL KNOWLEDGE

This is the first step to creating a compelling UI. It is essential to understand what the product offers, it’s roadmap, business drivers, competition, and users. Services provided for this project included: Stakeholder Interviews, User Research, Observations, User Interviews & Competitive Analysis.

OBSERVATIONS & CUSTOMER INTERVIEWS

User observations are crucial because they let us witness firsthand how end users work with a product while in their natural habitat. The observations let us see the entire user experience while gaining insight into the users’ unstated needs and observing other inefficiencies that may be improved upon during the design process

OBSERVATION OBJECTIVES

Understand User Behavior:

Witness how users interact with software in the real world
Task frequency and complexity
Workflow
Patterns,
workarounds
Work environment

Identify User Preferences:

Features
Utility vs. clutter
General vs.
task-tailored
Existing vs. Ideal

Feature Exploration:

Gain insight into how to reorganize features
Prioritize features
Where can we enhance the experience?
What new features can be added?

METHODOLOGY

Observed a few key tasks and scenarios:

How users interact with the different LUMA components
New patient consultations
Patient fittings
Patient cleaning/checkups

One-on-one discussions:

Visited five practices
Interviewed both doctors and front desk staff

Topics:

Candid feedback on current testing software
Use of other products and technologies
Overall satisfaction

ADDITIONAL ANALYSIS

Reviewed features of current software
Reviewed competitive software
- e-Caps Pro
- Phonak Lyric

RESEARCH & OBSERVATION FINDINGS

What People Like

Overall satisfaction is high with the company in general
Animations and anatomical diagram are well loved
Providers liked the overall approach of the testing process
- Education
- Situational analysis/emotional tie-iin

Common Pain Points

Redundant questions during the testing process
Having to manually enter data
- Hearing test data
- Companion answers
Inability to save progress and continue process at later time
Not being able to customize software
- Inability to add company logo/branding
- Inability to rearrange or remove slides
- Inability to customize questions
- Inability to customize pricing

Some screen layouts are confusing to patients
Difficult for patients to see screen during process
- Wall mount was too far away, too small, too high
- Shared desktop is uncomfortable for both provider & patient
Too much back and forth for provider between the patient and software

CONCEPTS

Based on a products needs and a defined set of experience priorities, concepts are developed around task flow, navigation, and screen layout. The concepts cover the primary use cases so that we can see how the system will behave at a macro level. Services provided for this project included: multiple rounds of Concept Wireframes

DESIGN OBJECTIVES

Improve Content

Allow users to customize the testing experience
- Rearrange/remove screens
- Customizable fields
- Ability to add custom images, logos & slides
Overall too many steps in testing process
Navigation needs improvement
- Make easier
- Better icons
Add more ear exam features to testing process
- Ability to zoom in on sections of anatomy
Use a more neutral palette
Make “top 3 listening situations” more prominent
Smart enough to change content based on patients selections

Support end to end process

Allow users to type notes on any screen
Data entry from touchscreen in waiting room talks with testing software
- Patient Info
- Companion questions
Noah testing data transfer to testing software
Make more seamless with other software
Ability to save patient progress & history
Ability to add notes (patient & provider)
Record objection & return reasons

Make the software more engaging

Enhance provider-patient interaction
Involve the patient more
- Possibly: touchscreen in front of patient during consultation
- Different views for patient and provider
Make the companion a more active participant
Explore ways to engage the patient after appointment (patient portal)

CONCEPT WIREFRAME SAMPLES

Dashboards

Patient Testing Screens

USABILITY EVALUATION

Having users validate the product while in the design stage will help vet any key decisions made before effort is spent on the final designs. From informal feedback sessions with customers and stakeholders, to formal testing across wide demographics , we can identify sources of confusion, measure task times and judge how users respond to layout and navigation. Services provided for this project included: creating a Lo-Fidelity and High Fidelity Prototype and then sharing the concepts in User Feedback Sessions.

INTERACTION DESIGN

This stage is where the concepts become reality. While adhering to technical restraints, ISO and industry-specific guidelines an experience is crafted which is both usable and complaint. All features and functionality will be documented in detailed wireframes that help ease the transition from product definition to development. Services provided for this project included: Detailed Design Wireframes