2024
ZOE
UX, UI, Product Design
Sole designer
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ZOE is an app first product thats aims to help millions with their goal of healthy aging and reaching their own personal health goals.
It aims to do this through understanding each customers body through a series of tests and creating a personalised plan for the individuals needs.
Customers need to do an at home blood test for ZOE to be able to give them their personal blood sugar and blood fat results. However the method of taking blood through a finger-prick was causing large customer support burdens and high rates of failures and therefore redos, which was costing the company an extra 1 million a year.
Move to a new blood testing device & bring the instructions into the app.
The current fingerpick method was painful and unreliable to get successful results.
The illustrations on the leaflet leave room for error & misunderstanding for customers, and makes it more overwhelming to switch from the app > leaflet > app within an already busy test day.
Breaking the instructions up into bitesize videos means customers can easily flick back and forth to go back and forwards in the steps rather then 1 long video.
UX research, UI design, Printed graphic design of leaflets & packaging
A series of in-depth interviews were then conducted on 8 participants to further identify pain points, frustrations, needs, and desires with existing products, along with 45 usability un-moderated tests of new designs.
The best way to understand the problem the customers are facing is first to understand who are customer is, and then to deep dive through user interview, data on customer complains, and surveys as to what the problems they are facing, I then grouped these problems into themes to help get buy in from senior stakeholders.
Revised user flows addressed usability issues and incorporated feature enhancements. I worked closely with operations, and the eng team to review and refine these. These were then worked into low-fidelity designs.
I worked closely with the engineering team to work out what a good approach to bringing videos into the app would look like with the time we had available.
To create the designs for the new experience, I made these designs part of the design system, so that other squads could then use the new video template that we had designed.
These enabled other teams to quickly and efficiently use the desings and add value to the app in other areas.
The updated experience decreased customer support burden and ensured that customers were no longer loosing belief in ZOE before they had even started getting value from the product.
This was done through clear and simple steps added in the format of videos to the app to help guide customers through their testing experience.
Adding a video template that can be used in multiple places in the app from recipes to podcasts.
