- Client: Novartis
- Year: 2016-17
- Categories: UX, Visual Design, Creative Direction
- Experience: Kiosk, Responsive Web
- Devices: Phone, Tablet, Desktop
- Produced while working at: Mobiquity
Syscardia OTC – is it right for you?
Our client had developed a new drug for lowering high blood pressure in patients, which they wished to be released as an over-the-counter medication. However, the information on the Drug Facts Label was extremely complex and hard to understand, posing a consumer challenge to solve. We developed an interactive kiosk experience, where customers would effectively self-diagnose their suitability for the drug by answering a few simple health questions, taking their blood pressure and logging the reading. The simple UX and minimal, contemporary visual design together create a user-friendly consumer kiosk experience, using original illustrations where possible to tell the story rather than large blocks of text, and favoring large tappable and input areas for ease-of-use.
Phase 1 of this project involved extensive testing to validate the algorithm, to confirm the system would generate a result that doctors would also recommend with the same information. The designs created for this phase were functional, but were received as quite clinical and absent of personality. There was a lot of room for improvement.
Once the algorithm was successfully validated, we moved onto Phase 2, a controlled clinical trial environment, to gather feedback from hundreds of real world users. In collaboration with our client and their Human Factors team, we underwent multiple feedback loops following consecutive phases of design iterations, all based on real-time feedback from user testing of the app in progress.
Refresh and Refine
As real consumers were the audience for Phase 2, a full refresh of the visual design was required. To visualize this complex information with minimal cognitive load for the patient, I needed an effortlessly simple user interface. To create a user-friendly and memorable consumer kiosk experience, I designed original illustrations to tell the story where possible rather than using large blocks of text, and I favored big and bold fonts and large tap zones for ease-of-use.
Test and Validate
I created complete flows as interactive prototypes for use in our User Acceptance Testing sessions, adjusting designs in real-time as we learnt what really worked. Real feedback, from real users, doing real things. Feedback was incorporated, my assumptions were adjusted; I pivoted; iterated, and repeated.
Consumer roll out to pharmacies and other retail/consumer environments where OTC drugs are sold is on the horizon. The global implications for this project are huge, as this kind of work is not widely available. Think of Third World countries where the locals don’t have any access to doctors, but rather a walk-in clinic … with this technology, consumers would walk in, use the kiosk and then know with reasonable certainty if a drug is suitable for them to take. And as we designed this as a responsive web app, the idea is that you start your health journey at the drug store kiosk, but continue at home on your device, right where you left off.