Enhancing the User Experience for Endless Health’s Test Result Web Portal
Project
UX/UI Design
Design team: Jiabao Li, Fan Fang, Jill Zhang, Harshi Rambhia
Year: 2023-2024
Website: endless.health
Overview
Endless Health is the first company that offers full loop health support for heart and metabolic health for a working age population. The company uniquely combines:
At-Home Testing: Easy, in-home tests to measure key biomarkers predictive of long-term heart and metabolic health.
Personalized Coaching: Support via AI or live human coaches to guide lifestyle changes that can prevent up to 80% of cardiovascular diseases.
Progress Tracking: An intuitive app that provides insights into internal health, delivers tailored coaching, and schedules regular re-testing to track improvements.
My Role
My primary focus had been to ensure project feasibility from start to end while also enhancing the virtual and physical user experiences, making them more user-friendly and enjoyable. Here's a brief overview of my recent contributions and accomplishments:
Revamped Endless Health’s cardiovascular test result portal by streamlining content from 25 to 15 pages and implementing intuitive navigation features, resulting in a 30% reduction in user navigation errors and a 20% boost in engagement.
Conducted extensive user interviews and usability testing, which led to a 25% increase in user satisfaction and a 15% decrease in support issues by identifying and addressing key pain points.
Collaborated with design, development, and product teams to implement data-driven design improvements that enhanced overall conversion rates by 10% and elevated the digital health experience.
While I participated in different sections of the design process for both digital and physical products, for NDA reasons, here I just cover the user’s interaction with Endless Health test result web portal in high level overview.
Research
I began by examining the current web portal and website to identify areas for improvement, understanding the needs that Endless Health is fulfilling. Moreover, conducting one-on-one, in-depth interviews with our target demographics enabled me to discover their perspectives and insights for enhancing the user experience. I interviewed a total of six individuals, both with and without a history of cardiovascular disease, to gain a deeper understanding of their needs and expectation of a test report web page.
Based on the research and interviews, I compiled and organized a journey map and a persona who represents one of the target users of Endless Health.
Digestible Information:
Issue: The scientific and medical content was either too overwhelming or insufficient, making it hard for users to understand their health status.
Solution: Simplify complex concepts and clearly explain biomarkers, ensuring the information is accessible to all users, regardless of prior medical knowledge.
Clear Instructions & Next Steps:
Issue: Users were confused about what actions to take after viewing their biomarker status.
Solution: Provide prominently displayed guidance and actionable next steps to help users effectively track and improve their cardiovascular health.
Key Findings
Eliminate Redundancy:
Issue: Repetitive and overly detailed content lengthened the user journey and led to frustration.
Solution: Streamline content to present concise, relevant information that enhances the overall user experience.
The pre-redesign website, burdened with outdated and redundant content across 25 pages, was overhauled to focus on vital information spread over just 15 pages. This reduction not only cleaned up the interface but also made navigation more intuitive.
Redesign Impact
Before
After
User Testing
Prototype testing with five users (ages 35-50) validated the new design approach. Enhancements included:
Side Menu Navigation: A clear, easily accessible side menu that offers a quick overview of the report content.
Biomarker Spectrum Indicator: A visual spectrum to show where users stand for each biomarker.
Streamlined Layout: A cleaner, less cluttered result page with eliminated unnecessary whitespace and redundant content.
Improved UI: A more intuitive, user-friendly interface that organizes information logically.
Takeaways
Creativity Under Constraints: Working within a startup environment with limited resources encouraged innovative solutions and a collaborative learning approach.
Adaptability & Initiative: Embracing ambiguity and proactively suggesting improvements were key in navigating a new sector and evolving workflows.
Diverse Collaboration: Partnering with a multifaceted team expanded my problem-solving toolkit and provided fresh perspectives on addressing user needs.