Overview
Since people’s interest in health has increased since the pandemic, the company ‘A Nurse in the Family’ also needed to expand its business and create an online website with a reservation system.
Objectives: Our main objective is to increase the number of clients using the website and reservation system and ensure they remain loyal to us. We have identified two key goals: attracting more new clients to using our booking service and retaining them. To achieve these goals, we believe that creating a booking system that is more user-friendly and intuitive is essential.
This project was not ultimately released for various reasons, but I gained many insights while participating in the end-to-end design process. I also decided to enhance more functionality for this project myself.
My Role: Product designer
TEAM(4): PM (1), Designer (1, Myself), Engineers (2)
01 Define
Reserach & Discovery
To attract more new clients and better understand their needs, I conducted research to gather information about users’ situations. I used a Google Form for the user research. Through this research, I found that many people are unaware of our services, such as nursing care and therapy services. It also became clear that users want to know how these services work and what they entail. These results led me to consider creating an informational page for the services.
02 Empathize
Persona
User Journey map
User flow
03 Ideate
Wireframe
& Design iterative
1. The Importance of Research in Service Design
Through this project, I realized the great importance of research. I discovered that in many cases, especially in the health and medical fields, people are often unaware of the nature and characteristics of services. This insight highlighted the need for a dedicated service information page.
2. Enhancing Navigation and Customization in Healthcare Services
Additionally, the navigation menu, which was previously labeled simply as “Service,” was divided into specific categories like “Nursing” and “Infusion Therapy” and placed at the top for easy visibility. Since this field involves people’s health and well-being, I also learned that the preference for a specific nurse is directly related to sales. Therefore, it is crucial to offer an option for clients to select their preferred nurse during the booking process.
04 Design
Style Guide
05 Final Design
Booking process: web
Booking process: mobile
06 Reflection
What I Learned
Through this project, I gained a deep understanding of the critical role research plays in effective service design. I discovered that many people, particularly in the health and medical fields, are often unaware of the nature and characteristics of the services offered. This realization underscored the necessity of creating a dedicated service information page to better inform users.
I also learned the importance of clear and intuitive navigation. The navigation menu, which was originally labeled simply as “Service,” was restructured into specific categories like “Nursing” and “Infusion Therapy” and prominently displayed at the top for easy access. Additionally, I realized that in the healthcare sector, where clients’ health and well-being are at stake, the ability to choose a preferred nurse is directly linked to client satisfaction and, ultimately, to sales. Offering this customization in the booking process proved to be crucial.