UI/UX Case Study: Designing Peduli Covid Apps to Get Valid Information [Part 1/3: Empathize and Define]
This UI/UX Case Study is divided into 3 parts, you can check the next part from the link below:
Overview
Since June 2021, Indonesia has been facing the 2nd wave of Covid-19. Of course, with the increase in Covid-19 cases, the need for medical equipment and information is more needed now. Ironically, limited sources of information make it difficult for us to get help fastly. The broadcast information is just person to person with social media. Meanwhile, social media is less effective and the limited details of information can make us be anxiety.
To create a solutive design app, I need to research users first. I interviewed with ex covid-19 fighters to understand their experience before. This research is expected to identify the needs and problems from their journey when finding information until they get treated well. Besides, I did a competitive analysis to identify other app strengths, weaknesses, and opportunities for my design app.
Method: IDI and Competitive Analysis
Tools: Zoom and Affinity Diagram
Results: (1)User Persona, (2)Customer Journey Map, (3)Competitive Analysis Result, and (4)Main Problems & Needs that will be solved by Design
🔍 Empathize and Discover
Empathize is the research stage with users to collect their pains and needs from their experience.
1— In-Depth Interviews
I interviewed 5 respondents that already healed. I didn’t need to divide sample structure such as gender, age, etc because background and objective research applies in general
The interview did 1 hour for each participant from 11th August-17th August 2021. I asked some questions to reach KIA about behavior, pain points, needs, and problems on their journey when searching for information until getting treated well.
2 — Affinity Map
An Affinity Map is a representation of mapping your research insights to organized information. Using an Affinity Map technique can help us discover embedded patterns (and sometimes break old patterns) of thinking by sorting and clustering language-based information into relationships.
I moved some selected answers from respondents to sticky notes to make it easier to sort patterns from the user’s answers. The affinity map helps me to show their behavior, needs, and pain points on their journey. Next, these results were conducted to compile the insights into user persona and journey.
🧐 Define
After empathizing stage and organized the insight, I compiled it into user persona and journey.
1 — User Persona
I found two types of users when I observed them, they are:
- Extrovert User (Person who always sharing with others and is optimistic to get healing)
- Introvert User (Person who don’t acquaintances so they expect information from health platform. They feel pessimistic to get healing because don’t have support system)
2 — Customer Journey
Customer Journey to show how their step and what they feel during Covid suspect.
3 — Competitive Analysis
Performing a competitive analysis helps us to understand what’s already in the market. If we don’t do it, we might build similar product features without any improvement. So, we need to analyze their strengths and weaknesses to make insight for differentiation and powerful storytelling.
I choose Alodokter and Halodoc be competitors. Besides, they are mentioned by respondents, these apps have similar features and good rates on Play Store. I just select products and reviews that relate to my app opportunities
Competitive Analysis Result would be insight in Ideate stage to conduct solution. An insight that was selected is aligned with the User Persona and Customer Journey that already create.
4— Identified Problem
From the User Persona and Customer Journey that has already been conducted, I can identify major problems and needs from users. Besides, the Competitive Analysis Result can help me to create opportunities from competitor strengths and weaknesses.
- A lot of invalid information about COVID and needs to clarify
- The COVID service information they want are hard to find
- Too much information about COVID made us anxiety
- Limited information about COVID services and needs
- Don’t have a safe place for sharing to make us feel better
Goal
How might we help users find valid information and sharing places?
Continue Reading
This UI/UX Case Study is divided into 3 parts, you can check the next part from the link below:
If you want to ask, chat or collaborate, feel free to contact me through Linkedin or email
