Health'sme - Health managmen system (Under updates)

This project emerged from the personal frustrations I experienced with digital and hospital systems—experiences that were shared by my family members and colleagues. Through the encounters I had with these systems and the research I conducted and presented in this project, I identified the root causes of these problems and the existing pain points. Based on these findings, I have designed a low-fidelity system to address these critical issues.

Some screens

Made with figma make based on the main concept

First, what is mHealth System ?

Digital health systems, or mHealth platforms, empower hospitals and medical centers to streamline follow-ups on medical tests and enhance communication with healthcare providers, ultimately benefiting users. Through these systems, users can schedule doctor appointments, consult with professionals, obtain prescriptions, and track medical test results.

The problem -

Digital health systems (mHealth platforms) help hospitals and clinics improve test follow-ups and provider communication. However, users—especially when unmotivated or stressed—often struggle with:

Many required actions (e.g., obtaining Form 17 pre-approval)
Unfamiliar technical language
Unintuitive design

Feedback consistently calls for simpler, more accessible systems that deliver a smooth user experience.

Research Plan

To identify the root causes of these issues and uncover usage patterns in digital health systems, I developed a research program that included:

Surveys in Google Forms, distributed via WhatsApp and dedicated groups
Reviewing human-computer interaction literature
Following relevant articles on NNG

This approach provided comprehensive insights, including factors I might not have considered without the research.

Backround- Digital Interactions in Healthcare System

A Nielsen Norman Group study on digital health system usage during COVID-19 found that users engage through appointment scheduling, provider communication (email, chat, portals), and form completion. Task choice depends on complexity and platform: simple actions (e.g., booking appointments) are often done by phone, while complex ones (e.g., completing forms) are handled on computers.

Research -The struggle with the usement of mHealth apps

Human-computer interaction (HCI) studies show that digital health platforms often present system-related challenges. Users struggle to find essential information due to non-intuitive navigation, poorly structured menus, and fragmented data. When found, information is frequently buried in complex tables, technical language, and medical jargon. Research shows that clearer labels, simplified design, and better data organization greatly improve usability. Most issues stem from design flaws that assume advanced medical or technical knowledge—not from user limitations.

(source)

The Maccabi family doctor contact screen, despite its initially clean appearance, creates confusion through its listed actions. Infrequent system users may find themselves repeatedly clicking buttons and performing multiple actions before successfully reaching their desired selection.

Research - User Survey

The survey I conducted to examine and identify trends in the use of digital health systems, several findings emerged that indicate existing usage patterns. For example, the majority of respondents primarily manage their medical appointments through mobile applications.

A similar pattern observed in previous studies on referral system usage also emerged in this survey. Respondents tend to struggle when required actions are slightly complex and involve navigating deeper into the system. Tasks such as searching for information about medical entitlements or understanding test results required greater effort from most survey participants.

One particularly interesting insight relates to Form 17 (based on my research, there appears to be no comparable international equivalent). Comments from survey participants revealed that these forms are a source of considerable frustration and discouragement due to the cumbersome processes in current hospital and HMO systems. Ultimately, the most preferred and fastest solution was contacting the service provider's call center for assistance with the form—chosen by 65% of respondents.

Main Research Conclusions

One surprising finding was that healthcare systems are complex for users across a wide age range (22–58), despite my initial assumption that they were designed to be simple and intuitive. Key insights from the data include:

Mobile use dominates – 83% of interactions occur via phone (survey)
Information search is inconvenient – 48% reported difficulty finding results
Desktops are used mainly for forms – per the NNG study
Phone calls remain a fallback – when tasks can’t be completed in the system, users resolve them by calling

Task Analysis & Explanation

Based on my research, the ideal approach for designing digital healthcare systems involves creating two distinct platforms. This conclusion relies on survey data and research presented earlier, showing that most people use their smartphones to manage medical appointments, contact healthcare providers, and check test results.

In terms of task importance, the priorities are as follows:

Regarding more complex tasks—such as filling out forms and coordinating between two institutions (hospitals and health funds)—there was a clear preference for completing these actions on desktop computers due to their complexity. More in-depth information searches (e.g., medical rights and reimbursements) were also typically performed via computer.

The most notable task was filling out medical forms, followed by searching for information on medical rights and reimbursements, and finally, completing referrals for external tests and authorization forms (Form 17).

What is Health'sme

Health'sme is a private healthcare platform founded in 2005 that connects doctors from across the country with patients. The platform allows users to book appointments and receive follow-ups on their test results in a fast and accessible manner, ensuring quick access to their medical status and helping them maintain a healthy lifestyle.

Details -

Name - Ron Shmuel

Age - 30

Residence - Ramat Gan

User Persona

Tech level: Below average.
He is not comfortable with technology and often struggles with new interfaces. He often relies on manuals and requires clear, well-explained microcopy to feel confident and fully engage with the app.

Health Status -
Stable compared to his age. due to several times he was hospitalized during his millatary service he goes to several doctors twice a year

User Flows

Website Flow -

Open the Healthwave website -> Login to your Account -> Going to your homepage -> Selecting from menu -> (If "your files to complete" is selected) -> Selecting your files to complete -> Opening "in-progress" files -> Start filling the files -> Receive confirmation details from Healthwave -> Getting Confirmation from Status -> Downloading confirmation file -> Going back to Homepage. -> (Alternatively, if "items for review" is selected from "Selecting from menu") -> Selecting items "for review" -> Going back to Homepage. -> (Alternatively, if "Opening" files are not "in-progress") -> Going back to Homepage

Android flow

Path 1: Doctor Appointments Login to the App -> Navigate to Doctor Appointments -> View Doctor Availability -> Select Preferred Appointment Time -> Confirm Appointment -> Appointment Confirmed -> Receive Confirmation Details.

Path 2: Test Results Login to the App -> Search for Test Results -> See your test results by date -> View Test Results -> Review the doctor explanation.

Path 3: Chat for Appointment Change Login to the App -> Initiate Chat with Doctor Office -> Select Chat Opton -> Choosing the Enter Box -> Start Chat -> Asking for appointment change -> New suggested date -> Confirming date -> End Chat.

Path 4: Leave a Message Login to the App -> Initiate Chat with Doctor Office -> Select Chat Option -> Choosing the Enter Box -> Leave a Message.

Logo

Colors

#F4FAFF (Primary) - light blue

#33BDBD

#F3EDF7

#FDFDFD

#0F1212

#C71B1B

User Interface Guide

Font and size

Roboto

Headline - 32 px

Subheadline - 24 px

Text - 16 px

Microactions (and explanation) - 14 px

Buttons and place holders

Android (app)

Rest of the application-

Buttons menu - 80w*60h (radius -180)

Placeholders (tabs) -256w*60h

Buttons (for actions) - 140w*40h
*(cancelation) - 80w*40h

Desktop (Web)

Login page-

Rest of widgets - 400w*200h

Accecibility ticket - 200w*400h

Rest of pages -

Menu bar buttons - 200w*80h

Widgets - 200w*300h

Buttons - 140w*40h

medical files fill-in widgets - 400w*320h

Fill-in sections - 140w*40h

Application flow

Desktop Flow

The user I tested this flow with described it as intuitive and easy to follow for changing a doctor’s appointment date. However, he did mention that the interface felt a bit “too bright.”

User testing - first click sessions

A first-click test is a usability method that evaluates where users click first when trying to complete a task. Typically done on static images or prototypes, it’s ideal for early design validation. Research shows that a correct first click greatly increases the chances of task success.

I implemented a first-click test to compare two distinct mobile app design flows aimed at changing a doctor's appointment

The user I tested this flow with (a different friend) commented that it was somewhat difficult to find the alternative option to change the appointment date. It took him three attempts to succeed.

Design Rationalee

Menu -
Using Six different titlesthe 5+-2 cognitive memorial work capacity.
the different sections were made in order to create a simple as possible seperation between what is needed due to user's priority

Wizard (progrees bar) -
As i have mentioned before and due to my past experience filling "טופס 17" which is frustrating and takes long time, i have decided to create a progress bar to inform the user of which step the file is in so far.

Colors and priority

Choosing a light tone of colors and shades (on my original design and then applied to figma make) to this project was due to my intention to make it calm as possible. the light colors and low fidelity design basing on the fact that simple make it more user friendly.

Conclusion

Developing this project from scratch significantly deepened my understanding of health systems and user behavior. What began as a single-platform idea grew into both an app and a website. It was my first time designing for two distinct platforms simultaneously, which taught me valuable lessons in structuring designs across different spatial and interactive environments while ensuring a consistent user experience.