nOvum - simplifying the patient registration process in the clinic for the treatment of infertility
Our challenge was to make the complex and challenging process of creating an account accessible and patient friendly. See, how we did it.
NovUm medical clinic is a clinic for the treatment of infertility. The overarching goal of the project was to reduce patient service time during their first visit to the facility. To this end, we have developed the concept of the Patient Portal, which allows you to register online without having to leave your home.
We have designed the registration and login process so that the user can access the Patient Portal in an easy but still secure way.
We have created a set of graphic elements and guidelines to facilitate the creation and maintenance of a uniform image in products.
In-depth interviews
Customer Journey Map
Wireframes
UI
Sistema de diseño
Supervision of implementation
Context of the project
The Patient Portal is a system that aims to meet the daily needs of patients of the nOvum medical clinic. In order to access the Portal, the user must go through a complex registration process. We have developed a step-by-step path for you so that you do not feel overwhelmed and can be sure that the personal data you entrust to you will be adequately protected.
nOvum wanted the Patient Portal to guarantee the correctness of the entered data. In the case study, we describe what solutions we used to achieve this.
Another important assumption was that the Patient Portal was to become the leading channel of communication with Patients, and therefore had to comply with legal and technological requirements related to data protection. At the same time, there must still be arrivals for the end users, i.e. NovUM patients.
Design challenge
- Designing a process that, despite its complexity, will take users step by step so as to minimize errors and maintain all data security standards.
- Providing the user with the right amount of information at each stage of the process, so that he does not have a problem entrusting his data to nOvum, seeing in this the benefit.
Design process
Registration in the Patient Portal is complicated due to high security standards and the need to comply with certain legal requirements. Therefore, we have made every effort to make this difficult process easier for patients.
Conversations with users
We conducted one-on-one in-depth interviews (IDI) with front desk staff to better understand the current nOvum registration process.
- In the course of our research, we learned that patients often ask why it is necessary to provide such detailed data. In many cases, this issue seems incomprehensible to them and causes anxiety.
- The conversations helped us understand what to pay special attention to, and how important it is to clarify the context of data collection for the users of the Patient Portal.
The protection of personal data in medical products should meet the highest standards, which is why we have carefully refined the process of double authentication
Two-step login is designed to provide high security, although at the same time it can make the process difficult for the user.
The minuteness of the steps and clear explanations are our effort to make this stage easier for patients, without discouraging them from registering and logging into the Patient Portal.
We have used direct communication, which greatly facilitates communication in the digital world
During the design of communication on the Patient Portal, we encountered a problem with the difference in the way we communicate with patients live and in how we do it on a daily basis on the network.
Employees of NovUm clinic address Patients using forms of courtesy - Mrs and Mr. In contrast, on the Internet, it is common to use the direct form - on you. We decided to use the direct form to facilitate communication and make the process more understandable for patients.
We have used the latest UX registration standards such as “Sniper Link” to reduce the number of uncompleted registrations
By sending a user to your inbox during the registration process, we run the risk that he will abandon this process because it will see other emails that will disperse it.
Option “Sniper Link”, directly leads to a specific email, eliminating distractions. This is a simple way that significantly reduces the amount of dropouts during the registration process.
Designing
All the previous steps led us to the point where we were ready to design the registration process and login.
By sending a user to your inbox during the registration process, we run the risk that he will abandon this process because it will see other emails that will disperse it.
The collected data and insights allowed us to create a project that addresses the needs of patients as well as NovUm reception staff. During the design, we also focused on the business goal with which NovUm approached us - reducing the time of patient service during registration and digitizing this process.
Design system
We created the Design System, which set standards and guidelines that helped manage the appearance of the project, and was the basis of technical documentation for developers.
We applied to Zima because we were looking for an agency to help us build the MVP of the product. We were looking for a partner who would be strong in content, understand the WEB3 environment and work flexibly. We are a startup in the development phase. In less than 3 months, Zima and I developed a UX project for mobile and desktop, for Vinesia.com — a marketplace for physical NFTs (physical NFTs).
We worked with Asia, Ilona and Marta, who helped us simplify the complicated path of the investor. The designers of Zima have planned a user-friendly communication of Vinesia, which emphasizes the values of our company.
Our team worked in a design model
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