Overview
Bakup is a French startup company based in Paris. They created and developed a platform that engages users with limited foreign language knowledge to find a health professional who speaks their language abroad.
It enables search for health professionals by personalized criteria and serves the best relevant results to the users within the radius they choose to search for.
Bakup asks users to subscribe to provide a connection and make appointments with healthcare professionals.
Product
Team
Timeline
My Role
Bakup Healthcare Professional Search Application
Single Project
(Final Project / Ironhack Paris Bootcamp)
14 Days
UI / UX Designer Single Project
Vision of the Brand
Since the app is for foreigners and tourists with limited language knowledge abroad, my major goal was to create an app with plenty of lively, fun visuals for easy to understand. I wanted it to look outstanding and easy on the eye with flat illustrations and a minimalistic style.
My Responsibilities
As the sole product designer for the project, I take a major part in every step of the design process. My tasks consist of conducting user research, gathering information, creating user flows, prototyping wireframes, designing final user interfaces, maintaining the design system and managing the handover process to the development team and presentation to the jury and the stakeholders.
Challenge
My brief was to create an app from scratch and focus on the substitute user flow in a shorter and better functioning way.
The main feature: find a healthcare professional on a map, subscribe to see the professional’s details, and make an appointment. Meanwhile, meeting UI needs by creating a brand new look and feel (except the logo design and primary colour selection that were already in use by the company).
Scope of the Project
Discovery
Design
Implementation
User Interview
UX Benchmark
Wireframe
UI Design
Prototype Testing
Design Iterations
Development
Research Goals
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Understand the market and competitors
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Pinpoint the demographic of the target audience and psychographic information like values, interests, and stories
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Firm up the problem statement
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Develop a design strategy to meet the needs of users
Secondary Research
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People who cannot speak the languages of the countries where they live or go on vacation state that they never feel entirely safe. In the back of their minds, they constantly worry about what to do if they get sick.
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People who love to travel or who have to travel for work or family reasons report that they can not help getting nervous when they do not speak the language of the country they are visiting. Most travellers admit that unless they experience major mishaps during their travels, they avoid going to hospitals and doctors; they save the day with soothing medications by researching symptoms on the internet.
LANGUAGE IS A SIGNIFICANT BARRIER IN PRIMARY HEALTHCARE SERVICES WORLDWIDE REGARDLESS OF AGE AND SEX.
Market Research
01
There were many apps available for healthcare professional search, but only a few have the option for international search.
02
There was a real gap in the market for searching for a healthcare professional according to the spoken language.
03
There was no option to filter the health professionals according to their languages
SWOT ANALYSIS
User Research
(Quantitative Data)
My primary research goals were born out of my ideation around travelling abroad and health insurance because the target audience of Bakup Mobile application is travellers with limited foreign language knowledge.
I was curious about the people's opinions, how they felt when they had a health problem during their vacations or travels abroad, and how difficult it was to express themselves to foreign doctors. I conducted Online Surveys by Google Analytics and had 65 respondents (25-65 years old)
The main insights:
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90.7% travel abroad for a holiday, business, culture, or family reasons
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70.3% have no travel insurance for economic reasons, and the insurance cost is high
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57.4% have been ill abroad before
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47.3% did not see a doctor abroad
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91.3% prefer a same-language-speaking doctor
User Interviews
(Qualitative Data)
Style
Dialogue-provoking interview
Number
5 people interviewed
Duration
25 minutes each
Interview Type
Contextual Interviews
"I need fast solutions; searching on the web wastes my time and increases my anxiety"
C.B.
"I want to feel secure and enjoy my trips without an emergency plan in my mind"
X.S.
"I never think about travel insurance, instead; I will buy another ticket with that money."
S.E.
Research Consideration
Navigation of findings in this research will be paramount for the final design:
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To feel secure abroad and to access a same-language-speaking doctor is at the top of the minds of the users
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Accessibility and having knowledge of appointment charges in advance is key in advocation for the user experience
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The free or paid application concept is an ongoing conversation among users
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Bakup needs to quickly gain brand equity and reputation in the market to compete effectively
Since my goal in this project was to help people who have health problems far from home, in a country where they could not speak the language and feel insecure, the solution had to be simple, straight to the point, and time-saving.
User Persona
Problem Statement
Travellers who experience health problems abroad need an unrestricted and quick way to make appointments with health professionals who speak the same language as them because they have difficulty expressing themselves to foreign health professionals.
Solution
The current website has a big emphasis on the map; it uses a large portion of the screen. And I wanted to keep it the same way in the app for continuity and because the users confirmed that this is what they wanted and needed to spot the healthcare professionals’ location on a map in a foreign country.
People also wanted to select the language and healthcare specialities at the beginning, so I reorganized the filtering options.
I created to autofill the selections with the early supplied information to prevent repetitive actions.
I gathered all the necessary information about healthcare professionals (language, experience, availability, make an appointment, price, contact, etc. on one page.
Prototypes & Testing
Lo-Fi Prototype
Mid-Fi Prototype
UI Design
Bakup asked me to use their primary colour, “Orange” and their Brand Logo as it is. Except for these, they set me free about the whole new look and feel of the UI design. My very first aim was a design to convey their brand attributes (security, help, facilitation), so I kept all UI elements round to emphasize this.
I chose to use warm colours with orange and also modern illustrations to break the usual medical mobile application styles on the market and create a more user-friendly environment. I keep all screens mostly white to allow for an easy switch to dark mode and avoid overwhelming the user: they already have lots of map content to sort through and absorb. I used the Bakup "Orange" in UI elements to make clear clickable areas and important actions.
After a desirability test with travellers, the main adjectives that came through were: modern, straight-to-target, fun, and not overwhelming.
UI Kit
Hi-Fi Prototype
Usability Testing
(Hi-Fi Prototype)
Participants
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27 total test subjects
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20 in person (12 female, 8 male)
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1 remote (female)
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6 remote, unmoderated
Test Objectives
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Determine the ease at which users can navigate through the app to accomplish their task, which will be to search for a doctor and make an appointment
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Observe the path in which they took to get through to the search screen and filtering
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Test the overall ease of use of navigating through pages and filters
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Observe any frustrations or obstacles users may have that may impede their ability to complete their tasks
Test Summary
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In-Person/Remote Testing
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Users completed the task in under 3 minutes
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Confusion over the subscription part; some wanted to navigate without a subscription
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High marks for ease of use
Unmoderated Remote Testing
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70% had direct success
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25% used an alternate route
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0% gave up
So few expressed frustration or difficulty interacting with the prototype
next step
It would be great to finish what I have started. I would complete this flow by making appointment and payment pages if I were a part of this project's future.
It would be exciting for me to test and consider adding features: a home page, search page or profile page, and flesh out the user flows for other areas of the app.
What I learned?
In designing Bakup to be a mobile app, I learned that not only extensive user research - but also strict attention to design guidelines play a crucial role in the UX design process.
Figuring out how to practically incorporate a language-based healthcare professional search platform into an everyday application was an intimidating, intricate puzzle, but it has been a very rewarding journey.