![]() When users were prompted to locate COVID-19 related information, they searched through the main page, main navigation and utilized the search bar. Although the page has a lot of useful information, users felt overwhelmed when skimming the page, primarily due to the layout and amount of information present. ![]() Since one of the most significant and innovative technologies Exer has adopted is the Virtual Care feature, I felt it was important to understand how users interacted with the information provided on Exer’s Virtual Care page. Pain Point 2- Information Overload on Virtual Care page Some users closed the window immediately when it popped up only to click the same button and be prompted again with the same loading new window. It was noticeably overwhelming for the users in my usability test to follow through with the process. When a user registers to join the virtual line at the Exer of their choice, the registration process involves a few windows. User Pain Points Pain Point 1- Virtual Line Registration Process This affinity map also helped me prioritize my design implementations as well as help me really understand Exer’s users on a personal level. How would you locate the services provided by this medical practice on this site?Īfter conducting this usability test, I generated an affinity map to help me visualize my results. How would you locate your nearest practice? How would you book a virtual appointment? How would you learn more about the Virtual Care feature? How would you Join the Virtual Line for Exer in West hollywood? How would you learn about the impact of COVID-19 on urgent care visits? What is the first thing you are driven to do when you land on this homepage? Why? Some of the questions and tasks in this usability test were: A full document describing my usability test process and findings can be found here. Since Exer already has a responsive interface for its users, I felt it was important to see how users interacted with the current features and flows. With a strong foundation set from my market research and competitor analysis, I was ready to get into the heads of my users. Improve Information hierarchy and information overloadĬreate a new modern and appropriate UI design Redesign Goalsĭeliver a seamless intuitive check in/ Virtual Line registration process labels and layout.īeing the fastest growing healthcare provider in Southern California, and an asset to our hospitals, I felt driven to redesign Exer’s interface and improve it in any way that I could. Furthermore, the design felt outdated, with poor hierarchy. Although I was able to successfully register in the line, I was a bit overwhelmed with the process. By the end of my registration process, I had 5 tabs open. During my registration process, however, I was bombarded with new windows that popped up as I continued to register. When I discovered Exer’s Virtual Line feature, I felt a bit relieved. When I needed to visit an urgent care during the middle of the COVID-19 pandemic, I was paranoid about entering a healthcare facility specifically for this reason. ![]() ![]() This significantly decreases the amount of patients in a room at any given time, minimizing the possibility of passing infections. Exer has integrated a virtual line and telemedicine into their platform. With the adoption of innovative technologies, however, certain healthcare providers are minimizing the risk. It’s estimated that 5-10% of patients will suffer from a clinic-acquired infection during their visit to a healthcare provider. With COVID-19 still an issue across America, visiting healthcare facilities has become a risk. With the recent pandemic in mind, Exer has played a key role in making sure that hospitals in Los Angeles are not overwhelmed. In just 7 years, the retail urgent care has seen over 1 million patients. Exer is Southern California’s largest growing retail urgent care. Exer prides itself in having minimum wait times, less costs and quality healthcare. They also offer a virtual check in feature as well as telemedicine. Each office is staffed with experienced ER doctors and they offer a wide range of services. Exer has locations throughout Los Angeles and Ventura County. Exer Urgent Care is a retail urgent care chain located in Southern California. ![]()
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