WellMiss

WellMiss is the first virtual trauma-informed platform for women and providing women with both physical and mental help through a series of holistic care. They are currently operating virtually and have a community over 100 members. However, WellMiss is noticing that as time goes by, they are loosing engagements between the members and the services provided on WellMiss. As a result, WellMiss came to us, my team and I, to search for better solutions to increase activity and engagement of WellMiss members.
Role: Co-Lead Researcher & Lead Visual Designer
Project Duration: 3 weeks
Tools: Figma, Photoshop, Miro, Canva, G-Suite
BackgroundHeurtistic Evaluation & C&C AnalysisProblem & Solution StatementPersona & Journey MapMVP & User FlowMid-Fidelity PrototypeDesign SystemHigh-Fidelity Prototype

BACKGROUND

At the start of this project, we were presented with the following challenges by the CEO of WellMiss:

1

There is a perceived disconnect between the landing page and community page, and so one challenge was in creating a user flow that connects the community platform and website.

2

It was reported that some users were unsure how to utilize the community page. Our task then was to optimize the intended user flow within the community page.
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3

We had to evaluate the current site and determine whether there is anything we can improve on to help accomplish this goal.

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In order to tackle the different challenges, here is an overview of what our design process was like:

Company
Research
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Conduct & Analyze User Interviews
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Define Problems & Suggest Solutions

Ideate MVP & User Flow
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Design & Present
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HEURISTIC EVALUATION
& C&C ANALYSIS

On the current WellMiss website, we did a heuristic evaluation among ourselves and also did a usability test with users to test the current site. The site has both an introduction landing page and a separate page for their community platform. Here are the following findings:
Landing Page
Community Platform
C&C Analysis
Identifying WellMiss's competitors:

We conducted a C&C analysis to compare WellMiss’ site to the following four indirect competitors: AskTia, Planned Parenthood, Kaiser Permanente, and GoodRx. We chose these four competitors because they were all companies that offered either holistic care or had a lot of information that they needed to make digestible. Through this analysis we gained insights on how these companies were presenting their information and services and how they organized their navigation. We also found that these competitors all kept consistent copy, or language, throughout their site so that users could learn and understand appropriately to perform basic tasks on the site. In addition, these competitors all had multiple points of entry to join their platform or space.
While our initial research allowed us to find things that went against UX best principles, it was important for us to also get a better understanding of what current & potential WellMiss users' needs & goals were for this platform. We were able to do this by interviewing six users. Two of which were current WellMiss users referred to us by the CEO & 4 users that were screened for fit. These interviewees identified women & had experience and/or interest in receiving holistic care.

PROBLEM & SOLUTION STATEMENT

Problem Statement:
Valerie needs access to consistent & trustworthy trauma-informed care that provides support and guidance and fits into her busy schedule so that she can progress through her healing journey.
Solution Statement:
WellMiss' desktop web platform will allow Valerie to better care for her health & wellness by having access to live & recorded sessions lead by credible naturopathic & integrative doctors and yoga therapists that best fit their schedule an empathetic & supportive trauma-informed community of women

PERSONA & JOURNEY MAP

Click to View Persona & Journey Map
Concluding the Research
Given our findings and frustrations from our users, we discussed as a group and proposed that WellMiss will need to a new way of structuring their information hierarchy, language revisions, and a change of web building platform. In order to accommodate WellMiss' users' needs, WellMiss will need to stray away from Circle.so as the primary platform of choice.  Unfortunately, Circle.so platform has too many constraints that would restrain us from being able to address the concerns that is currently being expressed. While changing the language & re-ordering content placement is helpful, we find that it won't have quite the impact that WellMiss hopes for when engaging users. The template from Circle.so limits users from utilizing all the amazing content WellMiss has to offer and because the structure is forum like, there's no space for personalization. Therefore, in order to solve for the visual & informational disconnect from landing page to community page, we, as UX designers, had continued to do our research and prototyping while updating with WellMiss team on the progress and explaining the details and goals of the project.

MVP & USER FLOW

Click to View MVP & User Flow

Mid-Fidelity Prototype

Click to Zoom
Improving the User Experience
In order to guide users through the whole experience, we put a summary on the landing page to prep users for what to expect and paving their way to the community platform.
To make sure that users are understanding what each services are, we also designed informational cards with a more consistent copy for explaining the different services like shown above.
A dashboard was also added to provide users more personalization and most importantly to provide a space to access each service as fast as possible.
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From our user interviews, users are expressing that they are using the Recordings more often than other services, so we had tackled this aspect as one of the top priority on the platform.
Mid-Fidelity Usability Test (3 users)
Pre-Task
Can you explore the website and tell us what the purpose of this website is, as well as what WellMiss has to offer?
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Task 1
You want to look into the next available Q&A with an integrative doctor on Sept 16 to see if you’d be interested. Show me how you would navigate across the website to learn more about this Q&A, and to attend it.
Task 2
It is now the next day & you’ve attended the event on Sept 16th. During that session, you got along well with one of your fellow WellMiss members, Selina Lin, and would like to add them as a friend. Show us how you would do that.
Task 3
You missed the session with the integrative doctor from last Monday, September 5th. Show me how you would find and watch a recording of the session that you missed.

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As we were doing our mid-fi usability test, we took down metrics to see any progressions or success to compare with future iterations. Here, we found that users were still looking really hard and trying find a connection between the landing page and community platform. Users spent a lot of time on the first task trying to find a way to see upcoming events, and that was because they didn't have any point of guidance to sign in order to reach the community platform.
We did a total of 2 rounds of mid-fi usability testings. After round 1, we made changes and decided to put the mid-fi prototype to another test. This time, we added another task to test the flow of whether it was intuitive to move back and forth between the community platform and landing page. We asked users to find CEO of WellMiss is and how they would find that information.

On the second round, we clearly see a decrease in the numbers. Task 1 has an obvious decrease in time  and error to get to a session to connect with a doctor & practitioner, as well as rsvp to that session. Second task has a slight increase in time to connect with a fellow WellMiss from the session in task 1 and that number increase was in account of users talking more along the way. As for Task 3, there was also a decrease in errors and timing, meaning we were going the right direction in making sure our users are able to easily locate previous recording.

Design System

First Draft of High-Fidelity Prototype Preview
Click to Zoom
High-Fidelity Prototype Usability Test (4 users)
To ensure that we are going the right direction and giving the best solution to WellMiss's platform, we conducted another usability test on the hi-fi prototype. To the right are our results. And as seen, the numbers significantly reduced. As to why task 1 & 2 were a higher, we tried analyzing and going back to our usability test recordings and we noticed that users are talking more and feel more engaged with the content. Therefore, even if the time increased in task 1 & 2, it was actually a good sign.

Final High-Fidelity Prototype

Figma Hi-Fi Prototype

After hearing users' feedback and doing many iterations of the prototype, our group have successfully made a redesign to the WellMiss Website. Check out our final product to the left!
View in Figma

NEXT STEPS

  • Design for mobile app
  • Adding clickable bios for WellMiss Team members
  • Utilize the paywall option for future iterations
  • Conducting card sort for Navigation bar
  • Further usability testing and iterations
  • Include descriptions on terms users may not be knowledgeable on
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