Delivered the B2C mobile app UX 0-to-1 from problem identification to high-fidelity handoff.
My Role
Sole UX Designer
Year
2019
Status
Pilot
01
PROBLEM
Centralized Healthcare Resources in Mega Cities
Recovery hotels address a distinctive need in China, arising from its large population and centralized healthcare system. After patients from other cities undergo cancer operations in megacities like Shanghai, Chinese family members often accompany patients and seek temporary accommodation in nearby hotels for several weeks before they go back home.
As the sole UX designer for a startup client, I ran 16 user interviews and mapped out the user journey, identified the critical touch points to convert.
02
IDEATION
Booking with Ease and Relief
Balancing Complexity with Empathy
Through collaborative workshops with product owners, I championed a hospitality-first user experience to support a highly stressed, vulnerable user base. Transitioning this 0-1 product from low to high-fidelity prototypes required a delicate balance, ensuring the complex medical services were intuitively housed within a premium, luxury brand aesthetic.
Strategic Trade-offs & Stakeholder Management
A major UX challenge was managing business requirements without compromising the user's peace of mind. I successfully negotiated with the client to remove aggressive marketing pitches from the home screen. By integrating these promotions and unique services contextually within the room features, we significantly reduced user cognitive load while continuing to drive the client's business metrics.
03
IMPACTS
Testing Results & Potential Impact
We got successful research results in user testing with high-fidelity mockups: 12 participants finished all use cases without the moderator’s help. The user satisfaction rate was 89%, 100% of participants strongly agreed that the product is “very easy to use”, and the weighted NPS was 90+.
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