Modivcare App Revitalization.
This project aimed to enhance the member experience within the app by prioritizing accessibility and user-centered design, delivering a more intuitive and efficient platform for ordering meals and scheduling rides.
About the Modivcare App
The ModivCare App allows users to schedule rides and order meals through their insurance, providing accessible transportation and meal delivery services.
The ModivCare Member app is a platform designed to help users schedule rides and order meals through their insurance coverage. It specifically caters to individuals who require accessible transportation to medical appointments and other essential destinations, as well as meal delivery. By offering services like drivers and delivery personnel, the app ensures that members have access to essential utilities they may not otherwise be able to obtain, enhancing their convenience and support for healthcare and daily needs.
Project Overview
This project was executed by two scrum teams, each with a designer, focused on enhancing the app and improving compliance with design and accessibility standards.
The project was carried out by two scrum teams, each focused on either the meal or transportation components of the app (I was assigned to the transportation side). The goal was to enhance the app's user-friendliness while ensuring compliance with accessibility standards. My responsibilities included collaborating with developers, coordinating with the designer working on the meal side, and conducting thorough research to apply design best practices, ensuring the overall success of the project.
Outcome
Worked closely with design team to review and collaborate on designs.
Progressed app through sprints, reviewing each update with dev leads to avoid performance issues
App had successful updates bettering user experience
Company
Modivcare
Industry
Medical
Responsibilities
Lead dev teams on designs, collaborated with designers, research
Role
Lead Product Designer, Scrum
Timeline
1+ year
Project Approach
I collaborated daily with a scrum team and co-designer, applying design best practices to guide development.
This project involved close collaboration with a team of developers and a fellow designer. We applied industry best practices, utilizing user research, iterative design, and strict adherence to AA accessibility standards to enhance the product and ensure a seamless, inclusive user experience.
Responsibilities
Iterate on current designs, while doing research and user testing
Work closely with a dev team for discovery and clarity.
Collaborate with fellow designer to keep consistency
Evaluate drafted development to check for bugs or places of misalignment.
Problem Space
The existing product presented significant challenges for users, offering a confusing and unintuitive experience. Additionally, it failed to meet essential user experience guidelines and did not comply with AA accessibility standards, limiting its effectiveness and inclusivity for all users.
Research
We conducted qualitative research, competitive analysis, and evaluated AA accessibility standards, while also gathering user feedback through calls and app store reviews to drive key improvements.
While research capabilities were primarily limited to qualitative data methods, which tended to be more general than specific, we supplemented this by conducting competitive research and evaluating AA accessibility standards. In addition, we engaged directly with users through calls and analyzed app store reviews. This comprehensive approach allowed us to gain valuable insights, assess the competitive landscape, and identify key areas for improvement while ensuring compliance with accessibility standards.
User Interviews and Reviews
Descriptive Analytics from Interviews and reviews
Based on feedback from surveys and interviews, users reported significant challenges with the app’s usability. Many described the app as outdated and difficult to navigate. Key issues included a lack of clarity around scheduling and accepting rides, as well as confusion surrounding billing and payment processes.
1/5
"This app is very confusing. It may be because I'm a senior citizen, but whoever invented this or wrote this app did not do it for a senior citizen."
"I'm unable to change my reservation/scheduled ride on the app. I have to call in and wait to talk to someone "
3/5
"Not bad... but nor great. Could be a little bit more user friendly. Some terms don't seem geared towards the user"
Competitive Research
I conducted a thorough competitive analysis of healthcare transportation services and industry leaders to identify key insights and best practices.
As part of my research, I conducted an in-depth analysis of both the driver and member experiences across well-known healthcare transportation services, including Lyft, Uber, and Health First Colorado. This allowed me to gain a comprehensive understanding of industry standards, user expectations, and operational efficiencies. By exploring the innovative features and services offered by these leaders in the transportation and healthcare sectors, I was able to gather valuable insights and draw inspiration to inform the development of a more seamless and user-centric solution.
Research Findings
Users seek improved functionality and a clearer experience, with an opportunity to modernize the app to meet AA accessibility standards and industry best practices.
Users have expressed a need for enhanced functionality and a clearer, more intuitive user experience within the app. Additionally, there is an opportunity to modernize the interface, ensuring it meets AA accessibility standards and adheres to industry best practices, ultimately improving both usability and inclusivity.
Key Findings
Product not user friendly to visually impaired
Users were frustrated about not being able to make mistakes when scheduling
Frustration on how the app didn't fulfill the needs of the members.
Personas
Meet the Members
The ModivCare app is designed to assist users, including individuals with disabilities, health conditions, or the elderly, in arranging transportation. Its members span a wide range of ages and lifestyles, making it a valuable benefit for various insurance providers.
Phillis Lester
Age
86
Goals
- Staying healthy
- Spending time outside of the house
- Seeing family
- Saving money
Frustrations
- Has Trouble seeing
- Can't drive anymore
Why us Modivcare?
Phillis is using Modivcare to through her insurance in order to get to appointments as well as have food delivered to her home.
Paul Saprano
Age
50
Goals
- Saving money
- Playing on local soccer league
- Being healthy
Frustrations
- Broke foot and can't drive
- Can't walk
Why us Modivcare?
Modivcare was suggested by one of Paul's co-workers as a way to get to appointment for his broken foot. His insurance also pays for it.
User Journey
The user journey consists of three main stages: scheduling a ride, completing the ride, and finally processing the payment for the ride.
The user journey begins with adding a ride to their schedule. Next, the driver is directed to the rider's pick-up and drop-off locations, and obtains the rider's confirmation upon arrival at the destination. Once the rider exits the vehicle, the payment is processed, and the driver receives compensation. The driver can then transfer the payment to their bank account. These steps are visualized on the map below.
Exploring Solutions
Due to time constraints from performance bugs, I collaborated with the development team to make strategic, iterative design updates that enhanced the user experience while addressing both the core issues and bug fixes.
"Due to time constraints from performance bugs, the development team had limited capacity for design updates, requiring us to prioritize essential changes. I began by analyzing the core problem and reviewing research insights. From there, I made small, strategic adjustments to improve the user experience, ensuring changes were clear and non-disruptive. The solution process involved iterative updates and close collaboration with the development team to address both design improvements and bug fixes.
Requirements for Solution
Requirements included aligning with accessibility guidelines and improving user-driven features.
Requirements included updating the app to adhere to accessibility guidelines while also enhancing key areas identified by users, such as app capabilities and overall usability, to improve the user experience.
Requirements
Update to follow accessibility guidelines.
Include desired usability features
Improve overall experience
Design Iterations
Since the iterations were minimal, most components were only slightly enhanced to meet accessibility requirements and improve usability.
Given that the iterations were relatively limited, the majority of components underwent subtle improvements, primarily focused on enhancing accessibility features and optimizing user experience. These adjustments were aimed at ensuring compliance with accessibility standards while also refining overall usability to better meet the diverse needs of users.
Initial Iteration
Updated Iteration
Impact
This project improved accessibility and visibility, driving momentum for future updates and fostering stronger collaboration between development and design teams.
Although this project ultimately involved smaller component updates, it significantly enhanced the user experience in terms of accessibility and visibility. It also helped build momentum for future improvements and strengthened the collaboration between development and design teams.
Final Thoughts/ Learnings
This project fostered collaboration between designers and developers, strengthening cross-departmental relationships.
This project played a key role in fostering collaboration between designers and developers, providing an excellent opportunity to establish strong working relationships and enhance cross-departmental cooperation.