Fora Therapy

Products

‍Fora Therapy (formally Ally Assist) - national Allied Health provider.

foratherapy.com‍

Project Type

UX Design

Project Summary

Fora Therapy (formally Ally Assist), is an online allied healthcare marketplace based in Melbourne. Working with my Academy Xi team, we worked to design a health progress note website for desktop & mobile, delivering a UX research report and hi-fidelity prototype. In the brief from the client, common feedback from allied health professionals (AHPs) at the company is with the current portal, notes are missing from sessions undertaken by allied health assistants (AHAs), who commented on the portal is not user-friendly for note-taking.

Part 1 - DISCOVER
Activities: Interviews, Competitor Analysis, Desktop Research & Surveys.

Ripping the initial brief, we used the research methods of interviews with AHA's (7) and AHP's (12), a competitor analysis of existing softwares, desktop research and surveys (19 responses), to develop the following insights below:

• AHA's unsure of note taking expectations from Ally Assist
• Notes from AHA's often missing important information that AHP's need.
• Inconsistencies in the formal education and training for employees
• AHA's do their notes on a different platform and have to double up on the work to transfer notes to Ally Assist platform.
• AHA's feel lack of time after the client session is impacting note quality.

Part 2 - DEFINE
Activities: Persona, Customer Journey Maps, Affinity & Empathy Mapping.

From the insights we developed two personas (Scarlett - AHP and Tash - AHA) and customer journey mapped the current experience to summarise the current pain points, emotions and future goals analysed from affinity and empathy mapping. The affinity map from insights is in Figure 1. Part of my role in this section involved leading the persona creation with the client to make sure the behaviour of the AHA and AHP was accurate to what was found during research.

Findings from the analysis included:

• AHAs are losing notes from no autosave feature.
• AHAs are taking longer time than desired due to restrictive word count limit.
• Lack of guidance is given to AHAs for the note taking structure.
• AHPs do not have the ability to give feedback to AHAs if notes need to be reviewed.
• Not very mobile responsive, which is a device sometimes used by AHA's when in a hurry after a session.
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Figure 1. Affinity map of the customer interview insights.

Part 3 - DEVELOP
Activities: Crazy 8’s, Storyboard, MVP Matrix
At this point, the team made a slight pivot opening the brief to the company as a whole, asking three how might we questions of:

1. AHP: "How might we improve communication between Scarlett and Tash so that she can provide better care to her client?"
2. AHA: "How might we improve the note taking process for Tash so that it's more intuitive for Tash to take detailed and accurate notes?"
3. Ally Assist: "How might we improve internal processes for Ally Assist employees so that they can provide better quality service and care for their clients?"

To answer the how might we questions, a Crazy 8’s session with Ally Assist employees, as well as storyboard of a potential solution and MVP matrix for the most viable options were drawn up.

New ideas from ideation include:

• Specifying industry note taking formats in portal with prompt guides.
• Email and portal notifications for new updates of note completion.
• Feedback section (possibly mentor programs) between the AHAs and AHPs.

Part 4 - DELIVER & SOLUTION
Activities: User Flows, Low-Fi Wireframes & High-Fidelity Prototypes, Usability Testing

For the final deliverable, two user flows were drawn up before moving onto low-fi wireframes and high-fidelity prototyping. Three rounds of usability testing were undertaken with the prototypes, with the final usability score average of 88.79%, improving from the initial wireframe average score of 73%.

The following iterations from testing were made:

• Proposed search function and note rating system was not needed
• Proposed section names iterated several times due to difficulty understanding, e.g. "AHP Feedback" to "Feedback from AHP".
• Location of autosave and word count features on page.
• Additional whitespace to design ensured designs were within WCAG accessibility.

On Figma, we designed a final solution that incorporated the following sections:

• Proposed search function and note rating system was not needed
• Proposed section names iterated several times due to difficulty understanding, e.g. "AHP Feedback" to "Feedback from AHP".
• Location of autosave and word count features on page.
• Additional whitespace to design ensured designs were within WCAG accessibility.

The client's feedback was well received with confirmation of our solution being added to their tech roadmap, with the final prototype in Figure 2.

Figure 2. Final prototype of Fora Threapy proposal.