Key Challenges

Our team faced several challenges in translating complex healthcare needs into a usable and trusted digital tool.

Driving Scope Definition

Beyond execution, I played an active role in shaping the product direction. I led user and stakeholder interviews, synthesized insights, and helped the team prioritize features using tools like the Bullseye Framework and MoSCoW analysis. I also facilitated workshops such as Crazy 8s and Affinity Mapping to guide ideation and team alignment. My focus was not only on delivering functional designs but also on ensuring we solved the right problems in the right way.

Interviews

We conducted 6 user and 2 stakeholder interviews (~30 min each), covering personal background, tools used, confusion points, and trust in AI. This helped us uncover emotional pain points and validate our early personas.

Personas & User Journey Mapping

Based on real quotes and behavioural patterns, we defined 3 key personas representing users with varying needs (tech-savvy young adult, multilingual caregiver, and retired patient).

Through journey mapping, we uncovered a pivotal moment - pain point:

The time after receiving a confusing lab report but before hearing from a doctor—when users are most anxious, confused, and unsure what to do next.

Early Insights

User Flow & Scope

Based on early research and interviews, I created a full user flow to clarify how users would navigate the tool. I led a team discussion to prioritize features using the Bullseye Framework, followed by a MoSCoW analysis. Together with our client, we defined the scope: deliver 30+ features, with “must-haves” going into a working MVP, “should-haves” as high-fidelity designs, and “could-haves” as wireframes.

Wireframes & User Testing 1

We started with rapid ideation using Crazy 8s, then voted and refined sketches into three layout directions. I turned these into interactive wireframes and conducted our first internal testing round at CDM. We explored layout preferences, writing tone, and visual hierarchy to inform early design choices.

Full Lo-Fi Wireframes

Building on testing feedback, I designed low-fidelity wireframes & Figma Prototype covering all features—ensuring clarity, consistency, and accessibility. These served as the foundation for design handoff and developer alignment. The client reviewed and approved this version before we moved to high-fidelity.

User Testing 2 – Public Round

We conducted our second round of testing on-site at DigiBC with 49 participants. They interacted with the full website in a mini-clinic experience. Participants selected a character and completed tasks from uploading lab results to understanding flagged items and next steps.

Iteration Based on Insights

We quickly implemented key improvements: adding drag-and-drop upload, clearer hover icons, tone adjustments, and stronger accessibility features. This image shows just one of many UI iterations made to respond directly to real user needs.

This project is still ongoing. We’re currently in the final development phase, translating our high-fidelity designs into a fully functional MVP.

Iteration Backed by Usability Testing

Usability testing proved incredibly valuable throughout this project. In the second round, I designed and executed the full test using Maze—a tool I was using for the first time. It provided a wealth of both quantitative and qualitative feedback, from heatmaps to task success rates to user quotes. This data helped us make targeted improvements and prioritize updates. It also gave stakeholders a clear view into what was working and what needed to change, which strengthened decision-making and accelerated alignment.