Problem statement
The recent adoption of digital potential in healthcare is a step forward, but without proper research and design, the expected benefit can turn into a real struggle for many user groups.
The Goal
Help users to successfully and seamlessly complete any task they need in the digital healthcare system thanks to the new redesign of the dedicated app and the responsive website.
General research
Upcoming digital evolution
Capgemini's recent eGovernment Benchmark 2022 report highlights that more than 80% of European public services are already online, but in eHealth there is still room for improvement. The overall maturity of eHealth services in Europe is 63%.
Europe estimates that the digitalisation of healthcare will generate 120 billion benefits per year by 2030.
User Interviews
What is reallly needed?
A primary user group identified through research was elderly people who likely had to use the app on their own and needed help to do so. This user group confirmed initial assumptions about one of the Carpeta de Salud target users, but research also revealed that there were other problems in getting more users to use the app and the web, such as the messy hierarchy, the bad looking, the not so refined design or the lack of clarity in some processes.
The Original App
The current state of its design
In my opinion the design for the dedicated mobile app was not a priority at the beginning, because I think their main goal was to launch the capabilities of their service to the public as soon as possible with what they had at the time.
Although they have already improved the design in some areas, it is clear to me that the first strategy was a responsive retrofit, trying to fit the content of the current desktop website into a mobile one, giving that odd look & feel of a website in a dedicated app.
Competitive analysis & References
What other healthcare systems are doing?
Although it has not been possible to check the features and functions of the direct competitors designs with an audit, there were some reference screens from other communities in Spain in the different app stores and together with other apps in the medical sector, several relevant aspects have been identified.
Sitemap analysis
Information architecture
The original app has a rather messy landing page, with multiple options and duplicities. To effectively design and display all the services the app offers to users, I created a sitemap with the main themes and pages.
This way I would be able to analyse everything better, group or separate options and services if needed and help users to successfully complete their tasks with a simple but effective information architecture.
Low fidelity designs
Information architecture
Based on those wireframes created in a modular way, I developed multiple screens and different versions of them with the goal of carrying out an early usability test to check through A/B tests which ones would be the most chosen by users.
But there was something else to take care of, the web version, and just after I completed the final designs of these screens in mobile app format, I had the idea to create them with a touch of SaaS application to discover its style and mentality through its design and try to develop my skills in different product design areas.
Here you can see some of those screens with explanations of how specific elements address user needs.
UI Design - Style guide
Official guidelines
The Government of Navarra has established a style guide with the goal of standardising its public presence, not only for the physical world but also on the web, and in order to comply with it as far as possible within this project I have taken into account some of the most common ones.
Navarra's red colour is one of the most visually appealing symbols, and together with the logos and, to a certain extent, the typography, which can also be seen to be closely related to an entity, it makes for a fairly solid style guide.
Font family-style
Arial, Regular & Bold
