2.5 weeks | July 2022
User Research, User Journey Stories, Wireframes, Hi-fidelity Mobile and Web Prototypes & Service Blueprint (bonus)
The main challenge as an external contractor was our limited understanding of the roles AHAs and AHPs play at Fora, their relationship with one another, the current system used by the two parties to communicate and how AHAs write progress notes. In order to provide the best possible solution for the client, the first few days of the sprint were dedicated to investigating Fora’s internal portal, the impact of the two roles on each other, and their respective challenges. To fully understand this, we conducted:
Desktop research, collating 6 research articles which explained who AHAs and AHPs are, their responsibilities, and the relationship between the two.
14 interviews with AHPs (8) and AHAs (6) to comprehend their daily requirements in their roles, how they collaborate in Fora, and the challenges they face.
4+ workshops (storyboarding, affinity mapping, and ideation sessions) with the personas that would utilise the product and be impacted by it.
3+ ideation workshops with personas as well as the design team to find solutions that could potentially address Fora’s current problem.
The following infographic depicts some of our user insights, which are based on the research conducted, providing insights into the challenges both AHAs and AHPs are experiencing. This assisted us in creating our user journeys and solution for Fora.
After completing our research phase, we transitioned to design exploration and the validation stage, conducting four rounds of user testing with AHA personas to refine the core features of our wireframes and initial designs for the final prototype.
The following images showcase the final prototype we created to address Fora’s specific problem.
In addition to the UX/UI deliverables requested by the client, we also produced Service Design deliverables for our design sprint. These deliverables included two Service Design blueprints and a number of solutions that the client could utilise over the next 6-18 months to improve their services not only for their clients but also for their employees.
Although it hasn’t been long since we handed over our final products and deliverables, we expect to see an improvement in the quality of the progress notes written by AHAs. We anticipate such improvements will positively impact the service provided by both AHP and AHA, which will thus result in an increase in client retention and an increase in the average monthly sessions and ultimately bring about an increase in revenue.
