Primary Health Redesign
Primary.Health was a tool rapidly built during the COVID-19 pandemic to schedule and report test results and mass vaccination efforts.
After the pandemic, Primary had a frankenstein-functioning clinic app that required 100% account management for set up, and maintenance.
This project was a behemoth effort to consolidate a fragmented tool and streamline flows into a cohesive, sustainable, and scalable community clinic platform.
Lead designer & PM
Primary Health
Web application
Strategy, design
Challenge
The app information architecture was cluttered, fragmented, and bloated with defunct settings, making it difficult for users to navigate and execute basic tasks. Primary was spending a ton of money on account management and support hours, as clients were unable to use the app independently. My main goal was to increase client self-service. I planned to streamline the information architecture to match user flows, standardize the UI, and update critical UX copy.
Results
The redesigned app features a clean, clutter-free interface, making it easier for users to navigate and access essential features.
The improved clinic setup process resulted in a 40% increase in user independence in the first round of testing.
The standardized UI and UX copy increased user confidence by 4X, paving the way for independent exploration and problem solving.
40%
Increase in user self-sufficiency
4X
Increase in user confidence
33%
Reduction in settings bloat
Process
Research & Analysis: I conducted user interviews, card sorts, analyzed product usage and customer support data to understand pain points, map workflows, and identify which functionality was still relevant post-pandemic.
Settings audit & card sort: In order to get our platform flows right, we needed to make sure we deeply understood clinic roles and responsibilities for each persona.
Designs
So much of this effort required us to balance the tension between customization and standardization. The platform’s flexibility was a major reason we were able to win contracts; but it also created redundancy, confusion, and frequently broke our data reporting.
Another major challenge was fine-tuning which pieces belonged as self-service controls, and which settings needed to remain under Primary’s administrative control. While we had initial determinations from our settings audit, we found that our stakeholders needed to see and feel the designs to realize which configurations were truly suitable to a self-service experience.
Results: A giant step toward self-service
Unfortunately my position was eliminated before I was able to see these designs implemented, however, I did conduct user research to validate user independence and confidence in successfully completing major tasks involved in setting up a new clinic.
In my final research sessions with external users, nearly all users were able to successfully complete the top 5 critical tasks tied to clinic set up (and a significant chunk of customer success tickets).
All users reported a significant increase in confidence in their ability to make the most common changes to their clinic without first contacting customer success.