A UX case study on redesigning of .

Disclaimer: This brief was created by the General Assembly (GA) course.
Team members: Elaine, Tom, and Myself
My Role: Product Manager/UI Designer in the team


  1. Contextual Inquiry
  2. Usability Testing
  3. Heuristic Evaluation
  4. Content Audit
  5. Lean UX
  6. Rapid Prototyping (Sketch)


HealthHub — A Singapore App developed by the Ministry of Health & the Health Promotion Board.

“As of end January 2017, the HealthHub website has had 8.5 million page views and over 84,000 Singaporeans have downloaded the app”

Their aim is to use technology to connect citizens with institutions

  1. Citizens can access their personal health record
  2. Empower citizens with information

Health Hub was built to support a variety of caregiver roles.

  1. Individuals
  2. Parents
  3. Caregivers

User Interviews

Some of the questions we prepared.


  1. Tell us a bit more about yourself, and your current profession?
  2. If you are willing to share, can you tell us the number of members in your family and their general age range?
  3. [If yes] Are you currently playing the role of a caregiver to them?

General Health Management Habits

  1. How do you currently keep track of your health?
  2. How do you check on your upcoming medical appointments?
  3. How do you make bookings to see doctors or for check-ups?
  4. Are there other methods that you use to monitor your own health?

Usage of mobile app

  1. What do you think this mobile app is for?
  2. Why do you use the app?
  3. When do you usually access it?
  4. How do you feel about using the app?
  5. What are the main features that you use?
  6. What other features have you discovered using it?


  1. What do you like most about the app? Why?
  2. Are there any difficulties you face using this app? Why?
  3. How do you think this app can be better?
  4. Is there anything else you would like to share?

Affinity Mapping

Synthesizing our information

A drawn-out affinity map


From the research, we came up with the different personas and in this case — 3 of them.

Creating Customer Journey Maps

Customer Journey Maps: Rina (Left), Emma (Center) and Bek Choo (Right)

Problems found

Problem found across all personas:

  • User found it a hassle to key in Singpass ID repeatedly.
  • Frustrated that there is too much information in the app
  • Confused by information overload
  • Finds app confusing to navigate

Our Insights

Insight 1: struggle to accomplish their goals because of significant usability issues, and overwhelming number of features within the app

Insight 2: Users face high barriers when accessing many of the app’s services

Source: User Interviews (Sept, 2018), Cognitive Walkthrough (Sept, 2018)


  • Confusion within app increases the probability of users dropping out because of fatigue
  • For those that persist, app causes frustration when they are trying to get to the primary functions

Insight 3: A guided process to sharing health information with caregivers will greatly increase completion rates for task flow.

A quick walk-through of the current Healthhub process flow of sharing access to health records

Our recommendations:

  • Allow both individuals & caregivers to start the process of sharing own health records
  • Provide in-app walkthroughs to give users a preview of the whole process
  • Empower customer service centres to enable individuals & caregivers to set up health records sharing in-person

Designing the New App

Lean UX process for our rapid prototyping to test our user flows. In this process we managed to do 2 iterations.

New idea > Build > Feedback from user testings

Final Design Flow

Worked with my teammate Elaine, we came up with our finalised user flow.

Finalised Userflow
32 frames designed using Sketch

Worked with my teammate Tom, we came up with the visual design direction. Tom suggested the using illustrations spin off from the HealthHub app. While I design the new icons to compliment the art direction.

Illustrations from my teammate Tom
My icon designs

Colourblindness Test Simulation

Elaine (Left), Tom (Center) and myself (Right)

Our hypothesis

We believe that by focusing the user experience of HealthHub:

  1. health records back into the of users
  2. Helping users with low levels of tech savviness

Business Goals

  • We can achieve 200,000 quarterly active users*
  • 1 in 3 active users
  • Care for at least one friend/family member

Reintroducing HealthHub App

Key Features

  • Only essential features for managing one’s health along with their loved ones
  • Streamline login
  • Easily access health records that are important
  • Reminders for upcoming appointments
Individual Dashboard (Left), Menu (Center), Successful message in adding a caregiver (Right).
Login page (Left), Onboarding (Center), Selection page (Right).
Caregiver’s Dashboard (Left), Caregiver’s appointment page(Center), Appointment details page (Right).

The new outlook

View our prototype

Thank you for reading my article, hope you are blessed by it so far. Feel free to reach out to me if you would like to chat more.

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