Improving Self-Assessment Feature— Heuristic Evaluation of BC’s COVID-19 Support App
Background of the BC COVID-19 Support App

Developed in partnership with the BC Ministry of Health, our assessment tool has been recommended by WorkSafeBC and has already been been adopted by businesses large and small across the province. — Thrive Health

Currently, it is the top pre-screening tool recommended by Work Safe BC and used by local businesses in BC. The app sources its information from BCCDC, Health Canada and BC Ministry of Health. Thrive Health is also the developer of other COVID-19 Canadian Apps.

What Is A Heuristic Evaluation?

Heuristic evaluation is a process where experts use rules of thumb to measure the usability of user interfaces in independent walkthroughs and report issues. — Interaction Design Foundation

As this was an individual assignment, I used Nielsen Norman’s Group of 10 Usability Heuristics as criteria to test for usability issues.

Designing With Government’s Priorities In Mind

As designers, we’re taught to specifically identify who our users are and advocate for their needs.

However… the government focuses on the needs of the public, which is basically everyone.

It’s completely opposite what we’re taught, especially how we can communicate the uniqueness of the app. However, the research and empathy skills are still relevant in this ideation and creation process, we just need to include stakeholder pain points when defining our users now.

Government priorities the following for public use:

Protect Privacy

Transparency

Consistency

Recognizing the need to display inclusivity within a government policy or product correlates to the amount of trust residents of that government has. This trust is important for the government’s credibility in service and function. An example of this accessibility effort is through their focus of translating their verified content in the different minority languages and providing PDF links or linking multiple resources under predicted scenarios such as looking for a COVID-19 testing centre.

Heuristic Evaluation

The following scenarios explain how some usability heuristics have been violated during this evaluation.

Accessing Translated Content

The first usability heuristic that could be improved is the Flexibility/Efficiency of Use. English-as-a-second-language (EAL) users will try to find a way to understand the content and may search for translated content. They’re lead through a series of clicks and need to navigate through disorganized information cards.

Accessing translated content in 4 steps.

Completing Self-Assessment (SA)

The only interaction feature designed for the user is through the SA, where users determine if they should get additional testing with a healthcare provider when they evaluate their own health status with the suggested resources provided.

First part of where user starts the Self-Assessment

Issues during Self-Assessment

Three heuristics have been affected due to the SA’s design. With repetition and layout of content, the Aesthetic & Minimal Design and Visibility of System Status heuristics have been broken. Users are delayed in starting the SA’s test because of the lack of visual hierarchy and text-heavy screen, but also struggle to complete it because of confusing feedback responses from their selection. Flexibility and Usage is also affected as users are still required to click more buttons than necessary to access this feature.

Research

Primary Research

A short survey was conducted through a Google Forms. The participants were between 18 to 30 years old, and asked what their priorities were when they searched for COVID-19 updates, methods of finding this information and what would make them keep the app on their phone or not.

Some users responded about considering to uninstall it from their phone as it they’ve reflected that they don’t use it often and that the information is still available online and on the BCCDC site. Some

Few commented that accessing health care is important to them to manage their chronic symptoms. While these commenters are also considering to delete the app off their phone, they feel obligated to keep it on their phone as a precaution.

Competitive Analysis

To figure out a new design opportunity, I followed media briefings from national news, the local health authorities’ media briefing and health care system’s efficiency. I also reviewed existing user reviews of the support app too.

Similar apps in the market.

Reviews from Google Play

Persona

A potential user to design for is a EAL young adult who is still trying to get used to BC’s Health system. Sharon is a newcomer to Canada with chronic health issues. With COVID-19 restrictions, it makes it hard for her to access regular check-ups.

For full close up of this persona click here.

Design Opportunity

How might we improve the entire Self-Assessment feature’s navigation, process and overall value to help with user’s lifestyle?

While this app intends to be informational and perceived as a trustworthy source from its affiliation with BC Ministry of Health, there is nothing unique about it and damages its only user interaction within itself, losing value in purpose for users who debate to uninstall it.

Solution — Self-Assessment (SA) Redesign

👉Click to try out the proposal’s prototype here

To differentiate and provide value beyond the app, I’ve proposed that the SA feature should now expand to a section where users can assess themselves (existing) and where users can access their assessment records (new).

While not a diagnostic tool, it improves user’s sense of control over their own health as they monitor their conditions to determine if their symptoms are COVID-19 based or not. It also displays options in clear context that makes sense to the user too.

Redesigning the Self Assessment starting page and process

Adding Assessment History Feature

Saving Results PDF option for users to send to health care provider

Prototype Limitations & Disclaimer

This final prototype was only made to test the improved Self-Assessment Feature (and new sub features). Within the nav bar, only Home and Self-Assessment are responsive. This does not reflect accuracy in COVID-19 self-management or provide medical recommendations.

Disclaimer: As of August 2020, the BC COVID-19 app asks a total of 6 questions. The prototype only asks 3 questions to show how the proposal improves user experience and added value to assist user beyond the app.

Reflection

This assignment has taught me to be critical of identifying various elements in interaction design through. It has showed me the importance identifying specific gaps through asking the right questions for users and existing solutions through competitive analysis. For an app that’s already being used as a credible source of info, asking the right questions was essential to find design opportunities to improve overall user experience. If there was more time, I would also evaluate the heuristics again to find if there is another opportunity to improve the app.

Thanks for reading! Would love to hear what you think, drop a 💬 below!

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Want to chat? Shoot an email to 👉 itslenhuynh@gmail.com 🌙

References/Sources

Illustrations — unDraw.co

Photos — unSplash.com
['Len Huynh']
['User Research', 'UX', 'Heuristic Evaluation', 'UI', 'Interface Design']