Stroll Health

Enabling smarter healthcare decisions.

Stroll recently showcased our new designs at Traction's Health 2.0 Startup Championship and won! Check it out!

Introduction

The Client

Stroll Health is a web app that helps patients make better healthcare decisions.

The Challenge

Under the hood, Stroll is a very powerful and complex algorithmic tool. However, on the surface Stroll's patient portal looks dated and disheveled. The founders initially approached us with the ask to improve the product's appearance and adapt it to responsive web. But digging into the existing app revealed deeper UX issues that needed to be addressed for the good of the user and longevity of the business.

My Role

I was lead product designer and project co-lead. I was in charge of product strategy through final execution, and the bridge between design (us) and engineering (client).

Find the right facility for
you.

Laying the Groundwork

What Needs to Change?

First thing's first. We needed to uncover pain points and problems within Stroll's initial patient portal. User testing revealed fundamental usability issues that reframed this project as a reinvention, rather than a redesign.

Gathering Inspiration

We started by evaluating competitive / adjacent products as well as other goal-driven search tools to align on UX and UI principles. Because health is so deeply personal, we also looked outside of tech for brain fodder. We needed to design something that brings calm and comfort to an activity that mostly tends to breed anxiety.

User Interviews

People of all different demographic and socioeconomic backgrounds can and should be able to benefit from Stroll. For that reason, it was important to speak with people living many sorts of lives in order to identify the nuanced pain points, needs, and goals of the variety of users interacting with the healthcare system. I led a round of guerrilla interviews, the insights from which opened up new product opportunities.

Call vs. Click
1/2 of our interviewees prefer calling to make an appointment. To them, this feels more efficient and enables them to ask questions, which builds comfort and trust.
Account Fatigue
Our interviewees expressed hesitance to create “yet another account” to access a service they may barely use.
Quality vs. Price
For people with insurance, quality of care trumps price in importance. For people without insurance, price is more important than quality, but quality still matters.
Proximity
For a routine checkup, people want to go somewhere that’s close to work or home. However, for a more specific or worrisome health issue, convenience is less important.
Loyalty
Whether they go to the doctor a lot or a little, when somebody finds a doctor or facility they like, they’ll remain loyal.
Yelp Effect
People value and trust personal reviews when making decisions on healthcare providers, even if those reviews come from somebody faceless online.

Design Process

Prototyping

With an inventory of existing pain points and our newly specified product requirements, we began exploring solutions. This stage of the project was very iterative and lean, with many rounds of experimentation, testing, and adaptation.

Once we got to a point where our tests validated navigability, usability, and comprehension, I led visual design of the new product.

Select Comps

With Stroll's new visual design, color and type are used much more intentionally and copy is human, but clear. These details bring some semblance of calm and order to what many people we talked to describe as the "hell" of interacting with the healthcare system.

Onboarding

Desktop
Mobile

Search Results

Desktop
Mobile

Wrap Up + Learnings

The new Stroll is currently being built and is expected to launch in early 2017. We're excited for when that happens.

This project opened my eyes to how hard leading a team can be. There's such nuance to coaching and communication. Becoming an empathetic but effective leader is absolutely a lifelong pursuit. I look forward to my next opportunity to lead and continuing to improve on that front.