Project Context

In January 2021, AXA had just lunched an MVP for a medical tele-consulting service that wasn’t up to the expected standard. The project was rushed and the outcome was an incomplete experience that lacked value and didn’t meet the product's vision.

The following image showcase the MVP before our intervention. The use of space wasn't optimal because they wanted to implement a system of “Blocs” to “segment” the different services the platform caters to. The result wasn't aligned to the expectations.

We helped them rethink their product's vision in a new layout that was more suitable to the wide variety of services they needed to provide. Check out the evolution below !

Project Objectives:

• The whole product needed to be audited and completely revamped : Homepage & Dashboard
• They had difficulties in articulating their product's vision and they weren’t able envision another product layout, since the initial one didn’t meet their needs. My main role at first was to convince them to abandon the initial layout and move to a better & more suitable layout.
• After multiple workshop we were able to detach & green light a total revamp of the product's pages structure and deliver a full end-to-end experience.

My Tasks :

• First, We conducted a series of qualitative user survey to collect feedback. We synthesised the results and listed the learnings and stats.
• Second, we audited the product based on multiple criteria : User feedbacks , Bastien & Scapin heuristics , accessibility best practices, Layout. All this audit was documented in a Notion database for easier filtering through topics.
• Focus workshops on key topics : cookies best practices, accessibility, FAQ best practices, Booking an appointment funnel , Dashboard layout & Live Chat experience.
• Full end-to-end redesign of the platform from the homepage to the dashboard and services. To reach our goals, we provided the client with the following expertise:
• Service design consulting : with focus workshops we provided our best recommendations to articulate the client's vision of the product.
• Crafting a Design system to produce High fidelity wireframes in pair design : Working closely with the UI, we crafted and designed the product's design system with attention to details to provide the client with a clear vision of the overall product.
• Content redaction & architecture of information : this involved working closely with a copy writer on the content and information architecture.

Team Process :

• Our sprints were organised by user flows. During each sprint we focused on specific features and services. Our starting point was the dashboard that was at the core of the overall experience.
• Every sprint started with a UX functional research on the core subject.
• The client approves the approach demonstrated in the research.
• We design wireframes based on the research.
• Deploy in developments.

🔍🔍🔍🔍🔍🔍🔍🔍 Close ups 🔍🔍🔍🔍🔍🔍🔍🔍🔍🔍 

🔍 Focus on : Dashboard.

Everything in one place.

👉🏽 As a platform that caters to multiple medical services, Angel needed a centralized Dashboard where user can have an overview of their available services as well as keep track of their appointments.

This resulted into a well organized dashboard that showcases all the various services as well as editorial content to enrich user's knowledge on health.

🔍 Focus on : Taking an appointment.

The appointment booking feature was a complexe one because we had to work with a specific API. After a few discussions with the tech team, we were able to have enough informations on the design possibilities and laid a wireflow of the feature.

🔍 Focus on Editorial content & FAQ.

Among our client's requests, two of the most needed features were the FAQ and the editorial content. These two features alone made up 80% of the platform content and user's frequent usage.

FAQ

The main challenge was to decide on how to organise the FAQ and how user will browse the content. An extensive UX functional research was done.

Editorial Page

The main challenge of the editorial page is to create an universal template to cater all the various topics they wanted to cover. We did a massive benchmark to allow the client to choose from the most relevant sources.

🔍 Focus User research & analysis

User research & analysis has been a key aspect of this project. Every feature design was thoroughly researched with a pool of users. We sent out surveys to a pool of 200 registered users and analyzed their feedbacks continuously. These findings allowed us to take design decisions & push our recommendations to the clients.

Key learnings :