UX/UI Designer
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EarlyHive

EarlyHive

Desktop EarlyHive copy.png

Final Prototype

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Research Method & Purpose

  • Usability Testing: Test website user flows

  • User Flow/IA Analysis: Usability problems, clarity of site copy

Synthesis Method & Purpose

  • 4-List Method: Pains, behaviors, context, pleasures

  • Feature Prioritization: MVP and Nice to Have features

  • Design Studio: Site architecture

  • Prototyping: Test website iterations


INSIGHTS

Business goals: Foster a sense of community around the platform

User Goals: Search online for either a case or a provider

Technical constraints: Web-based platform

Situation: 

New York City children with disabilities or developmental delays receive Early Intervention services at no cost to families. Right now, the average wait time is 30-45 days to receive services.

EarlyHive's web-based platform significantly cuts down wait times for children receiving therapy services. EarlyHive allows agency coordinators to search a database of providers in close proximity to the child's geographical area, and cuts out hours of wasted time coordinators now spend finding a provider via phone or email. Providers can quickly accept a new case through the platform.

 

Context:

A service coordinator is assigned to the family to develop an Individual Family Service Plan (IFSP). The coordinator must find a provider to work with the family and help the child learn.

 

Initial Prototype

 
My teammates and I participated in each stage of the UX process, and we narrowed our focus to the most essential experiences and interactions needed to flow for all parties.

My teammates and I participated in each stage of the UX process, and we narrowed our focus to the most essential experiences and interactions needed to flow for all parties.

 
  1. Usability Heuristics Analysis

    Before our first meeting with the founders, our first step was to do an audit of their first prototype based on usability heuristics by by Norman-Nielsen group. We showed them which features and user flows are working well and what could improve.

Findings:

  • The platform is confusing for users and lacks appropriate help text. After login, the user cannot immediately view the most pertinent information.

  • User errors and subsequent recovery is unclear and very confusing.

  • Google Maps feature provides excellent visualization of case locations and greatly improves overall user experience.

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2. User Interviews & Research

In total, we interviewed 3 providers and 3 coordinators, and recorded screen interactions and audio of each test.

Tasks for coordinators:

Find a provider in a desired area and time

Add a case

Results:
Users struggled to find the search feature

System status updates were inadequate, meaning coordinators weren’t certain they had successfully sent a request for a provider to accept a case.

Tasks for providers:
Accept/Decline a case

Enter schedule availability

Results:

Providers wanted more detailed information about the case before accepting

Need scheduling features to be more flexible

As a team, we conducted a usability test of our prototype with one of our primary user types, a provider. I took notes as my teammate asked questions.

As a team, we conducted a usability test of our prototype with one of our primary user types, a provider. I took notes as my teammate asked questions.

3. Interview Synthesis

INTERVIEW THEMES

When using the platform, providers needed to able to quickly search for cases in close proximity and time of day/week. They also needed to be able to enter notes for each child’s sessions so that case coordinators could stay up to date in managing heavy loads.

Pain Points:

1.) Cumbersome search process and excessive phone calls

  • Agency coordinator must contact dozens of providers before a case is successfully staffed.

2.) Factors for finding right provider:

  • specialty

  • proximity to client

  • provider’s availability matches child’s availability.

3.) Communication barriers

  • Once a case is accepted, providers have no system to communicate updates to a coordinator in real time.

4.) Lack of community

  • Agencies and coordinators/providers not in regular contact with one another.

I noted all the challenges faced by the provider and understood what the user experience was like for each person we interviewed.

I noted all the challenges faced by the provider and understood what the user experience was like for each person we interviewed.

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5. Feature Prioritization & Personas

Feature prioritization MVP:

  • Search and Filtering: Enables case coordinator to search for a specific provider. Features allows search by name or from a list of qualifications (i.e. providers in a certain zipcode, their specialty, etc.).

  • Contact Information: Providers can find all their clients’ contact information once the provider accepts a case.

  • Clickable Map: Allows providers to click on a zipcode and view the available cases. The feature would be part of user onboarding in order to increase user buy-in, foster sense of community with a given agency.

  • VoIP: Allows coordinators to call providers from his or her computer by enabling a quick “call” feature, thus speeding up the current process of calling multiple providers. (Similar features for text or email could be added to the platform in the future.)

 
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User Flow improvements:

Iterated Prototype Improvements:

  • Landing page now includes cases separated; most urgent listed first.

  • More detailed case information

  • Can click to see calendar.

  • User kept apprised of chosen case status and ability to recover from errors.

EarlyHive_ideal version provider responds to case.png

6. Feature Prioritization & Personas

Feature prioritization MVP:

  • Search and Filtering: Enables case coordinator to search for a specific provider. Features allows search by name or from a list of qualifications (i.e. providers in a certain zipcode, their specialty, etc.).

  • Contact Information: Providers can find all their clients’ contact information once the provider accepts a case.

  • Clickable Map: Allows providers to click on a zipcode and view the available cases. The feature would be part of user onboarding in order to increase user buy-in, foster sense of community with a given agency.

  • VoIP: Allows coordinators to call providers from his or her computer by enabling a quick “call” feature, thus speeding up the current process of calling multiple providers. (Similar features for text or email could be added to the platform in the future.)


7. User Onboarding Final Mockups