My Help
Overview
This app is to give people a simple, intuitive way to connect with an expert in nearly any field within seconds so they can feel more informed and more prepared to face their everyday (and not-so-everyday) problems.
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Timeline: 3 months
Role: UX Researcher, Information Architect, UX Designer
Tools: Adobe XD, Balasmiq, Usability Hub
Platform: Android
Complete Process
Problem Statement
The users need a quick, user friendly, affordable and secured way to connect with the experts because they need consultation/guidance on personal/professional issues happening in their day to day life irrespective of location and time.
Competitive Analysis
Before I started working on my app, SWOT analysis was done on 2 already existing app in the market. Below are the details.
SWOT Analysis of BetterHelp
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Transparent with the feedback and reviews it received from customers.
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Prices are affordable.
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Option Urgent is provided in case of emergency.
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Option for financing Aid incase users are unable to pay the fee.
Strengths
Weakness
Opportunities
Threats
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Once you are assigned the therapist you will not be able to cancel the session even if one is not interested to continue.
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To connect to customer support, you need to wait for 24 hours for their response after raising the ticket.
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3 month advance fee prior first meeting the therapist.
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Cancel option if one is not interested to connect.
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Expand the consultation to include non mental issues too.
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Charging the fee only for the allocated session.
Talkspace, MDLive among top competitors.​
SWOT Analysis of CoVerse
Strengths
Weakness
Opportunities
Threats
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The advices maybe generic and inaccurate.
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The user interface is simple but not attractive.
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Marketing Strategy seems poor as you won’t find much details about the company or app
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Using better marketing Strategy to increase awareness of the App.
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Keeping the App secured and adding the verified experts to clarify the doubts/advice the users.
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Making the user interface easy to use and elegant to attract more customers.
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There are lot of Apps to connect with people of same interest.
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Many apps provide better and accurate advices and opinions.
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Take and give advice/opinions
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Earn points by answering others queries and get rewards
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Access to the app is free of cost
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Allows you to connect with people of same interest.
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User Persona
I conducted survey and interviews with people to understand their needs, pain points and behavior towards expert's advice. Based upon the information collected and analyzing them I decided to go with the below 2 personas.
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Site Map
Considering the two personas, I built the complete site map to help them achieve their goal.
Sketch & Wireframe
From the userflow , the sketch and wireframes were created to meet the various functionality of the app. Lets consider an example of booking an appointment with the expert
Low Fidelity Wireframe
Mid Fidelity Wireframe
High Fidelity Wireframe
Usability Testing
The usability testing was conducted with real time users to see if the app meets the expectation of the user or is there anything to modify or add. This testing was conducted with 6 participants from various demographics which also included the people from user interview. The feedback I received from them helped me to improvise the design and meet their expectation.
Test Results
Issue1: Participants were not able to navigate through the On-boarding Screens.
Severity : High
Evidence: 50 % of the participants were not sure and were stuck on the On-boarding Screen.
Solution: Adding next button to direct them to the next screen.
Issue2: Participants were not sure if the expert charges are hourly basis or one time payment.
Severity: High
Evidence: 50 % of the participants were not sure about the expert charges.
Solution: Mentioning that the charges are hourly basis.
Issue3: The count of people rated the expert is not available
Severity : Medium
Evidence: 20% of participants feel that the count of people rated the expert will help them to decide the expert for consultation.
Solution: The count of users rated will be shown in the expert detail page.
Issue4: Payment Screen should not have tool bar at the bottom.
Severity: High
Evidence: 10% of the participant feel that Payment screen is third party tool so tool bar should not be present.
Solution: Toolbar has to be removed from Payment Screen.
Issue 5: Unable to view the experts added to the favorites.
Severity : Medium
Evidence: 10% of the people wanted to know where the experts added to favorites get stored.
Solution: Create a new screen showing all the experts added to the favorite.
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Have a look at my revised prototype
Visual Design
Splash Screen
The splash screen is modified over the time . This included placing the logo, shape of the buttons and prioritizing them , using the contrast colors. The final screen now is simple and intuitive.
Login Screen
From the initial to current design this screen had few modifications.
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Instead of username , the user can login using email address and password. Remember me feature is being used to keep the user always login in. Also there is link to terms and conditions and privacy statement.
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The title bar color is chosen as per material design guidelines.
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The login button color and format followed material design guidelines.
Home Screen
Not much changes were done to the home screen comparing to the earlier screen.
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The changes in the final design include removal of logo from the title bar and user from the hamburger menu.
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For categories I have used illustrations of the same kind rather than different animation.
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The Icons in the bottom menu bar are aligned and respective labels are added to them.
Expert Detail Screen
The look and feel of the screen has gone through lot of changes making the screen simple and intuitive.
Instead of navigating to next screen for expert’s detail, one can click on the drop down button to see the complete details of the expert
Payment Screen
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The bottom menu bar was removed from the screen because it was irrelevant.
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Progressive bar was included for complete booking process.
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I have also added a feature to save the payment details for future transactions.
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These changes make the screen intuitive and provides the users with additional information.
Chat Screen
Here in the chat screen after 2 or 3 iterations I reused some feature from initial design like initializing the meeting using the video icon.
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The title bar was bit clumsy in the initial stage and is replaced by simple title bar.
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To rate and review the expert is moved to another screen.
Final Design
Have a look at my final prototype
Lessons Learnt
Users prefer a simple and clean app without much features overloaded. After receiving feedback on the prototype during usability testing, one should analyse what changes are actually required to be implemented in the app. One cannot built a perfect app, but can make the app simple and intuitive as possible.​
Future Plans
I believe in keeping the app as intuitive and user friendly as possible. So I am planning to add notification option which alerts the users 1 hour before the actual meeting and another functionality to improve the search functionality where users can search the experts based upon the geographical location.
To implement these features in this app I would first create the survey and see if these features are actually needed in the app. Later based upon the result I will design the features and then conduct usability testing to see if the needs meet the user’s expectation. This changes will take around 4 to 6 weeks for completion.