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Usability evaluation and Iterative Design: Enhancing Flossy for improved user experience

Background

What is Flossy?

Flossy is a user-centered platform designed to streamline dental patient needs by providing clear and accessible information. Its primary goal is to address patient frustrations, particularly around the lack of transparency in treatment costs and payment options, even before an appointment is scheduled.

Reevaluating and Reiterating

In this phase of the project, I revisited the design to conduct a comprehensive usability evaluation. This iterative process focuses on refining the user experience, addressing previously identified pain points, and enhancing the platform’s overall usability.

The Problem

The primary problem that the Flossy case study seeks to address is the lack of transparency in treatment costs and payment options for dental patients prior to scheduling an appointment. This lack of clarity leads to patient frustration, uncertainty, and dissatisfaction with the dental appointment process.

Flossy aims to solve this problem by creating a user-centric platform that offers:

  1. Clear and upfront information on treatment costs.

  2. Transparent payment options available before an appointment is confirmed.

  3. A streamlined experience for organizing patient needs, eliminating guesswork and reducing the stress associated with hidden fees or confusing payment terms.

The Solution

Flossy v.2 introduces a more intuitive and streamlined dashboard, offering users greater freedom while ensuring that the most critical information is prominently displayed. The updated design simplifies the process from selecting payment options to scheduling treatment, making the user journey smoother and more approachable. With enhanced flow and clarity, users can now achieve their goals more efficiently and with less friction.

Challenge

Evaluate and address the current platform's usability to improve clarity and efficiency of the user experience

The Process

What is there to learn?

1

Assess ease of use

Evaluate if users can easily navigate the updated dashboard and complete tasks without confusion.

2

Review clarity

Ensure treatment costs and payment options are clearly understood, improving transparency.

3

Test flow efficiency

Verify the flow from treatment costs-payment options-scheduling appointment makes sense and is streamlined​

4

Identify pain points

Uncover any remaining obstacles or friction points in the user experience

Utilizing Nielsen's Usability Heuristics

I conducted a Heuristic Evaluation to address usability, clarity, efficiency, pain points, and more 

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My Evaluation

I combed through Flossy's platform and identified areas of improvement based on these 10 heuristics and then went in and made the design improvements.

I combed through Flossy's platform and identified areas of improvement based on these 10 heuristics and then went in and made the design improvements.

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The final prototype

A cleaner landing page with thoughtful content choices
Clear and upfront information presented intuitively for the user
An even more efficient, streamlined flow prioritizing transparency of costs

Takeaways

From heuristic insights to design improvements

Flossy underscores the significance of transparency and user-centric design in improving the healthcare experience. From the outset, prioritizing clear communication about treatment costs and payment options has been essential. One of the greatest strengths of UX lies in its iterative process; by integrating insights from evaluations, I was able to make substantial enhancements to the platform's usability.

Moving forward, I am committed to continuously iterating on impactful projects like this one. I believe that ongoing feedback and a willingness to adapt are crucial for creating designs that truly meet users' needs. By fostering a culture of collaboration and learning, I aim to ensure that every iteration not only enhances usability but also enriches the overall user experience in meaningful ways.

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