OLO – Blood test
OlO contacted me to work with them designing their customer journey map and design their app wireframe needed for blood diagnostics. The project concept is to connect the existing physical product that let’s users take a very small sample of blood (the process is painless and requires a small sample), and allow users book an appointment in nearby health centers to get tested and receive fast results (that’s part of what the product enhances).
About the project
OLO was designed to provide users with a single application that lets them book an appointment to get their blood tested in their nearest healhcare center. The application will allow users not only to book blood testing but other types of tests as well as keep an ongoing communication with the GPs. Since most users are afraid of blood test sampling OLO provides easy and fast sampling using the latest technology in blood sampling, the key is to bridge the use of new technologies and get users to their testing centers.
Problem Statement: Users who suffer from chronic diseases such as anaemia and regular users need to get tested regularly so they need to book, schedule and have a testing center they can rely on almost weekly. The OLO app let’s you find the best and most efficient way to do this.
The process started with short sessions with the client to get to know about the product and start designing their user journey. For them it was important to tackle early on how users would use the app, so that they could test different hypothesis.
For our App we tried to build personas that would fit into the user that would normally use our app. For certain types of chronic patients having a steady schedule and where to go to make sure everything in theyr bodies is running fine is key for us to optimize the user flow of the app.
Meet Vanesa she’s a mom of two young 3 and 5 year olds, currently pregneant, she’s in her late 30’s and has a history of chronic anaemia, and lives in the countryside. Her husband Tom works during the week in a nearby city, 2 hours away. For her access to the nearest hospital takes her a 40min ride, but has a nearby pharmacy 5 mins walking from her house.
Noah is a 14 year old, currently under care of his grandparents he suffers from Hemophilia, he found out about the OLO app but can’t make the appointment himself. He requires both the approval of his guardians as well as a consent when taking the test. This case in particular represents a painpoint to one of OLO’s main partners, the pharmacist. Getting permission for minors via the app is key in order to avoid paperwork for pharmacies as well as time delays.
After the first sessions the next step was to understand each step of how users would interact with the app and book their appointment. The design phase starting by taking the initial sketch made from live sessions and working it on a team collaboration software called miro. That way we could iterate different versions of the flow and get to a point where the client met his standards.
High fidelity wireframes
After sketching possible design solutions, the next step was to present the client the flow from a HIG point of view. I start of by using sketch and the latest IOS guidelines, this is to ensure that the client gets a sense of how a MVP would look like, second it also allows the client to comment and let me quickly change any screen without spending too much time on details.
Since one of the main differentiators of our App is that it’s connected to a physical prototype, it was clear from the start that understanding the time it took users from start to end, would be key to learn how to optimize the time it took for users to schedule an appointment. The process of creating the blueprint was done after clearly understanding the flow of the app and it culminated in the image below.
The system map
The system map in comparison to the service blueprint, gives us a more general understanding of all the steps and actors that interact in our ecosystem. It helped us understand how resources, people, processes and services would be organized. This step is a follow up to our user journey. It’s a zoom out and helps understand where the user fits in the greater scope of things. In this system map we can see how different departments touch each other and what possible touchpoints may arise with each interaction. The main purpose of this step was to reduce redundancies in the process as well as to indentify areas in which the app could optimize the testing process.
High fidelity mockups started once we stepped aside from the basic wireframes. Only when we understood the areas of improvement in the flow did we focus on taking the app into a more product based stage. For the font and colors I took the existing branding guidelines from the main website. Thats way we insured that both our digital product fitted the existing design. Still at this stage elements such as the full onboarding, icons and illustrations wasn’t developed to the it’s final production stage.