ZOLL MEDICAL CORPORATION, 2024
MY ROLE
Research
Ideation
Design
Usability testing
TEAM
Design mentor
Researchers
Engineers
Marketing
DURATION
7 months
As a UX design intern at ZOLL, I took ownership of design iterations for the next-generation medical app of the Heart Failure Management System. Our goal was to reduce barriers and increase the activation rate, aiming to design an accessible app for potentially 50,000 patients.
I applied the design thinking process to initiate the study, collaborating with over 10 stakeholders and effectively navigated ambiguities and drove the process forward.
The 3 prototypes I developed enabled interviews with 9 participants. I also synthesized feedback, identified product gaps, and provided key insights to business leaders and product teams. These insights will shape the next phase of product development and support market expansion efforts.
INTRODUCTION
HFMS is a cardiac monitoring product under ZOLL. Their previous version consisted of a body-attached sensor and a dedicated Android phone called "gateway," where patients used the "gateway" to record heart symptoms which were then relayed back to doctors.
Now, to increase their user base and improve user-friendliness, ZOLL has decided to upgrade the "gateway" into a mobile app that pairs with the sensor, while adding more monitoring features to help patients better monitor their hearts and improve efficiency.
PROBLEM
We learned from technicians and marketing that the current gateway has adoption and efficiency issues during the onboarding stage, resulting in 50% of patients not beginning to use the device after receiving it. Technicians also reported that because it currently takes 1 hour to help users set up the device on their body, the complicated setup process makes users reluctant to use this product.
Currently, the onboarding process relies heavily on technicians helping users set up the device over the phone. If any device or operational issues occur, patients need to send the device back to the company and wait for a new one before starting over. Therefore, addressing this issue in the new app generation becomes particularly crucial.
DESIGN QUESTION
We aim to provide more guidance in the new app to reduce customer service involvement and decrease user setup time, thereby improving efficiency and accessibility.
IDEATION
I researched medical devices in the market that require pairing and found that the onboarding phase consists of 4 key sections. Since we want users to be able to use the device independently and set it up under the app's guidance, we focused on how much education is necessary for them and where this education needs to exist.
DESIGN PROCESS
To determine how much education is needed and where should the education exist, I developed 3 different user flows ranging from limited-to-no education to heavy education. I plan to conduct usability testing later on to understand users' expectations regarding educational content for the new HFMS app.
The purpose of Direction 1 is to drive conversation around user expectations of the onboarding and app.
In Direction 2, users can choose when and where they need help or additional information.
In Direction 3, users complete the full process of attaching the sensor to their body before interacting with the app.
VALIDATION
I initiated the testing protocol and collaborated with 2 user researchers to conduct usability testing with 9 participants. We used an overhead camera to observe how each participant interacted with the prototypes.
CROSS-FUNCTIONAL COLLABORATION
During the process, our team discussed whether the user flow should start with device pairing or account creation. Initially, I proposed starting with pairing for efficient user engagement. However, after discussions with the engineering and marketing teams regarding development, security, and feasibility concerns, we decided to begin with account creation.
HIGH FIDELITY DESIGN
I also conducted a critique of the mid-fidelity design with the UX design team of 4 designers, who provided me with heuristic evaluation feedback.
FINAL DESIGN
DESIGN COMPONENTS
I also helped build design components for the core functions of the app. I met with marketing and product managers to digest and understand the requirements, and identified 5 key areas for the core functions in the MVP.
REFLECTIONS
In stakeholder collaboration, I learned to navigate environments without a design culture by proactively conducting studies, presenting results, guiding design direction, and driving project progress.
Designing a connected device for the medical field, with its many regulations and stakeholders, allowed me to collaborate closely with departments like human factors, marketing, hardware, development, and industrial design. This experience deepened my understanding of complex medical systems and the value of cross-disciplinary collaboration.
In this early-stage project, I navigated ambiguity using design thinking, exploring ideas, validating them through prototyping, and adapting to uncertainties and stakeholder rejections. This challenging process fostered significant growth.
