Project 4
8 weeks
UI/UX Designer
Understanding Our User:
Meet Margaret!
Margaret Torres
68, Retired Librarian, Chronic Care Patient
Tucson, AZ
"I just want to see my test results without calling the office three times and waiting on hold."
Goals
- View lab results in plain language
- Schedule appointments without phone calls
- Message her doctor directly
- Manage prescriptions and refills
Frustrations
- Medical jargon she doesn't understand
- Tiny text and low-contrast interfaces
- Multi-step processes that time out
- No confirmation that her message was received
Scenario
Margaret manages diabetes and hypertension with quarterly check-ups. She's comfortable with email and online shopping but finds most medical portals intimidating. She needs large text, clear labels, and reassuring confirmations.
User Stories
"As an elderly patient, I want lab results explained in plain language so I understand my health without needing a medical degree."
How Might We...
How might we translate complex medical data into clear, actionable information for patients?
How might we reduce the steps needed to schedule, reschedule, or cancel an appointment to under 30 seconds?
How might we build trust in a digital portal for users who prefer in-person interactions?
User Journey & Design Opportunities
Log in and view dashboard
Pain points
Forgotten passwords, 2FA confusion, cluttered home screen
Solutions
Biometric login, simplified 2FA, personalized dashboard with upcoming appointments and recent results
Check lab results
Pain points
Raw numbers without context, medical abbreviations, no trend tracking
Solutions
Plain-language summaries, traffic-light status indicators, trend charts over time, glossary tooltips
Schedule an appointment
Pain points
No available slots shown, unclear provider availability, long form
Solutions
Smart slot suggestions, provider preference memory, 3-tap booking flow, instant confirmation
Message the care team
Pain points
No urgency triage, unclear response time, messages feel like shouting into void
Solutions
Urgency selector, estimated response time badge, read receipts, auto-suggest FAQ answers
Manage prescriptions
Pain points
Refill request buried in menus, pharmacy info outdated, no reminders
Solutions
One-tap refill, pharmacy auto-detect, medication reminder opt-in, interaction warnings