ROLES UIUX Design Product Lead
ROLES Sketch/inVision Adobe Illustrator
TIMEFRAME Jun-Aug 2021 Designer @MSK
The application will include a reminder and calendar feature to track lens wearing and cleaning schedules. It will also provide users with the ability to locate and communicate with their doctors, or find new ones instantly. The app will facilitate automatic report transmission to the doctors and also feature an e-commerce element for the purchase of cleaning devices. Moreover, it will help users keep track of their cleaning solution stock.
OVERVIEW
In today's world where contact lenses serve as a popular vision correction alternative to glasses, there is a rising need to make their maintenance more manageable. This project, focusing on Ortho-K lenses, seeks to leverage digital technology to address this requirement. The envisaged mobile application serves a dual purpose: making Ortho-K lens use more comfortable by facilitating effective lens care, and fostering a seamless connection between users and their doctors for improved healthcare communication.
CONTEXT
Ortho-K lens users often struggle with lens maintenance and keeping up with their medical appointments. Moreover, the lack of a streamlined system for doctor-patient communication and the inability to easily access cleaning equipment and solutions add to their woes.
PROBLEM STATEMENT
How Might We improve the comfort of wearing Ortho-K contact lenses by ensuring that the lenses are cleaned and replaced in a timely and professional manner?
INFORMATION ARCHITECTURE
The information architecture of the application is designed to ensure a user-friendly, intuitive interface that prioritizes seamless user navigation. The app comprises key sections for lens management, doctor communication, and cleaning supply monitoring. Each section follows a logical information flow, ensuring that users can access required information and perform necessary actions with ease.
Before diving into the design process, a comprehensive research phase was carried out to understand the users’ needs better, the current state of the market, and the opportunities that lie within. The primary research involved interviewing Ortho-K contact lens wearers and studying their behavioral patterns, pain points, and psychological needs.
We conducted interviews with a wide range of Ortho-K lens wearers - from teenagers to older adults. The interview questions were designed to elicit information about their lens wearing and cleaning routine, challenges they face in maintaining their lenses, how they communicate with their doctors, and the process they go through to purchase lens cleaning supplies.
RESEARCH
Semi-Structured Interviews:
RESEARCH INSIGHT
>> INSIGHT 1 Users struggle to maintain regular lens cleaning
Users often struggle to maintain a regular lens cleaning schedule due to various factors like busy routines or simple forgetfulness, which impacts the effectiveness and comfort of Ortho-K lens usage.
"I keep forgetting my lens cleaning schedule, and it affects my lens comfort."
>> Solution
Design a reminder and calendar feature that aids users in keeping track of their lens cleaning and wearing schedule. With timely notifications, users can maintain their lenses effectively, enhancing the comfort of wearing Ortho-K lenses.
Integrate gamification into the lens maintenance routine. Users could receive points or badges for adhering to their schedule, which could then be redeemed for discounts on lens cleaning supplies. This can motivate users to maintain a consistent schedule.
>> INSIGHT 2 Inefficient doctor-patient communication
"Communicating with my doctor outside appointments is a challenge."
Most users find it difficult to communicate with their doctors outside of appointments, making it harder to receive timely professional advice about their lens usage.
>> Solution
Develop an instant communication feature within the app that enables users to find, connect, and communicate with their doctors, ensuring that users can receive professional advice promptly.
Provide a "FAQ" or "Knowledge Base" section within the app. This section could contain commonly asked questions and professional advice regarding Ortho-K lenses, enabling users to find quick answers to their concerns without always needing to contact their doctors.
>> INSIGHT 3 Difficulty in procuring lens cleaning supplies
"Buying lens cleaning supplies is a hassle, and I often run out."
Many users find it challenging to procure lens cleaning supplies. Some even run out of supplies, affecting their lens maintenance routine.
>> Solution
Create an integrated e-commerce platform within the app to ease the purchase of cleaning devices and solutions. Moreover, a system to monitor the level of cleaning solutions will ensure that users never run out of necessary supplies.
Implement a subscription service for lens cleaning supplies. Users could sign up to receive cleaning supplies on a regular basis, so they never have to worry about running out.
INSIGHT 4: Lack of Motivation to Follow Lens Care Practices
"I understand the importance of taking care of my lenses, but sometimes it feels like a chore."
Many users are aware of the importance of proper lens care practices but struggle with the motivation to stick to them, especially after a tiring day.
>> Solution
Provide educational content on the importance of lens care and the risks associated with poor practices. By making users more aware of the consequences, they may be more motivated to adhere to good lens care habits.
Add a social feature to the app, allowing users to connect with other Ortho-K wearers. Users can share their experiences, tips, and encouragement, fostering a community that can help motivate each other to stick to their lens care routines.
COMMUNICATION DESIGN
PROJECT SCOPE
PERSONAS
Meet Olivia, Ortho-K Lens User:
Oliva is a busy professional who uses Ortho-K lenses. She struggles with maintaining regular lens cleaning due to her busy schedule and often forgets when she last cleaned her lenses. She also finds it difficult to communicate with her doctor outside of appointments. Procuring lens cleaning supplies is another challenge for her.
Meet Olivia, Ortho-K Lens User:
AS-IS STORY
USER FLOW WIREFRAME
VISUAL GUIDE
In line with modern UX design principles, the app design employs a minimalist aesthetic with a clean, intuitive interface. A calming color palette dominated by blues and whites is used, suggesting cleanliness and clarity—both critical in the context of lens care.
FINAL CONCEPT
The Onboarding Personal ID feature elevates the Lens Maintenance Tracker, serving as a tailored digital assistant for Ortho-K lens users. Upon app launch, users can opt for a facial scan for a unique ID or traditional account setup. The app's camera scans their lenses and cleaning products, enabling personalized tracking. Users then connect with their eye care professional, building a comprehensive profile, including product details, doctor interactions, and usage stats.
Feature 1 - Onboarding Persona
The Lens Maintenance Tracker serves as a personal assistant for users to manage their Ortho-K lens care routine. Instead of merely reminding users of their cleaning schedule, this tool adapts to the user's lifestyle and personal preferences. It offers customization options, where users can input the frequency of their cleaning and wearing schedule, specify the time they want to receive reminders, and even choose from various notification sounds. Users can view their upcoming tasks in an intuitive calendar format, color-coded to differentiate between cleaning and wearing schedules.
Feature 2 - Lens Maintenance Tracker
The Doctor-Patient Communication feature aims to bridge the gap between Ortho-K lens wearers and their healthcare providers. It offers an instant messaging feature, where users can send text messages, share images or documents related to their lens use, and receive replies from their doctors within the app. To ensure user privacy and security, all communication is encrypted and compliant with health data regulations. The app also allows users to schedule appointments, receive appointment reminders, and store a record of their previous consultations, ensuring smooth and efficient doctor-patient communication.
Feature 3 - Doctor Communication
The E-commerce for Lens Care Supplies feature turns the app into a one-stop shop for all lens care needs. It hosts a variety of products, including cleaning solutions, lens cases, and other lens care accessories from trusted brands. Users can browse through products, read reviews, compare prices, and place their orders within the app. The app will also monitor the users' cleaning solution levels and provide predictive analysis based on their usage patterns, sending reminders to reorder before running out. The e-commerce platform will also suggest products based on user preferences and buying patterns.
Feature 4 - E-commerce for Lens Supplies
Feature 5 - FAQ and Knowledge Base
This feature provides a wealth of information related to Ortho-K lenses, addressing common questions and offering advice on various topics like cleaning procedures, troubleshooting issues, or dealing with discomfort. The content is curated from reliable sources and reviewed by professionals to ensure its accuracy and relevance. Users can browse through topics or search for specific queries, offering them a readily accessible, reliable source of information at their fingertips.
To prevent users from running out of lens cleaning supplies, the app offers a subscription service. Users can choose from various packages based on their usage patterns, and the required supplies will be delivered right to their doorstep at a frequency set by them. This eliminates the worry of running out of supplies and ensures users always have what they need for optimal lens care.
Feature 6 - Subscription Service
A unique feature is its built-in community platform. Here, users can connect with other Ortho-K lens wearers, share their experiences, ask questions, offer advice, and provide support. This not only enhances user engagement but also cultivates a supportive community where users can motivate each other to adhere to their lens care routines. This platform can include features like forums, direct messaging, and group discussions, adding a social dimension to the user experience.
Feature 7 - Community Platform
ITERATION
Some key takeaways here include:
BUSINESS MODEL
• Empowers users to manage Ortho-K lens care more effectively.
• Improves the comfort of Ortho-K lens usage.
• Enhances doctor-patient communication.
🗝️KEY VALUE PROPOSITION
• Commission from the sale of lens care products
• Premium features or subscriptions for advanced features
• Advertising revenue from relevant healthcare products/services
💸REVENUE STREAMS
• Lens care product manufacturers
• Healthcare professionals
• Ortho-K lens users
🏆KEY PARTNERS
• High adoption rate among Ortho-K lens users
• Increased satisfaction levels among users
• Regular engagement with the app’s features
📐SUCCESS METRICS
REFLECTION
The design journey of the Ortho-K lens management app was rife with pivots, revealing the complexity of the problem we sought to solve. Initially, we strived to address a broad spectrum of issues, which, given our timeline, became a challenge.
It soon dawned on us that a more concentrated approach during the research phase was needed. We learned the importance of refining our focus towards specific problem spaces and user groups. This insight not only honed our strategy but also freed up more time for essential user testing.
Despite these challenges, we gained invaluable insights into the struggles faced by Ortho-K lens users and the potential of digital tools in mitigating these. As we move forward, more comprehensive user testing, incorporating a wider demographic of lens users, will be our primary objective for refining the app's features.