Redesigning Hucu.ai's Messaging for a Seamless Clinician-Centered Experience
Over 1,000,000 messages have been exchanged to date, connecting thousands of users.
Introduction
Overview
Role
Challenges
Unify the Messaging Flow
Unify and improve the current messaging experience, making it consistent and easy to use throughout Hucu.ai.
Improve Engagement
Enhance engagement for clinicians using Hucu.ai as their primary patient communication tool.
Simplifying Navigation
Clinicians receive multiple notifications from patients. We aim to enable clinicians to navigate effortlessly from the notification center to messages.
Learn the detailed discovery process in the complete case study.
Discover
Conversations Analysis
Various Contexts
There is a lack of clear visibility in the system to indicate when or where new messages occur. Notifications are limited, and the chat is not bolded, making it difficult for medical staff to access essential messages.
Different Usage Patterns for Patients and Clinicians
One typical pattern we found is that clinicians sometimes send the same message to other patients. It is challenging for clinicians to track which reply is coming from which patient.
How Current UX Affects Customer Trust in Hucu.ai
Inefficient messaging UX led to missed critical patient updates, leading them to switch to another messaging application.
Discover
Customer Support Request Analysis(User Feedback)
Struggling to Find Unread Messages
Users often lost messages and found it hard to follow threads, which frustrated them. Making sure messages stand out in the notification system is still a challenge.
Define
Key Customer Problems
Confusing and Hard-to-Use Messaging UX
The lack of a holistic design created confusion, leading to lost and unread messages.
Navigational Challenges
It's challenging for staff to navigate the notification system to find specific messages.
Customers Switching Platforms
Due to the patient-centred approach, medical staff missed critical messages about a patient, leading them to switch to another messaging application.
Dive into the complete case study for an in-depth view of the design strategy and principles guiding the design decisions.
develop
Low Fidelity
develop
Feedback from Developers and Leadership
Open the Reply Thread to the Right Side
We agreed that the user could open only one reply at a time to optimize the development effort in the first iteration.
Display Replies as New Messages
To enable the reply feature, display the main message in the reply with a hyperlink to the original thread where the conversation was initiated
Navigate to Replies via Notifications
This feature allows users to switch from notifications to message threads quickly and helps care teams easily switch between different facilities through the notification center.
develop
Low Fidelity
The EXECUTION
High-fidelity explorations
In response to valuable feedback from clinicians during moderated usability testing, we have made several enhancements accordingly.
deliver
Enhancing the Clinician's Experience with a New Messaging Interface.
The Impact
Positive impact and good engagement
2hrs/day
91%
Reflect
Outcome
Thanks to my teammates’ hard work and passion, we improved key metrics and created a solid UX.
Learn more about how we overcome the challenges after release the feature in the article on medium