EVOLUTIO
Improving the recovery experience for physical therapy patients
Mobile App
1 Month
Enhancing app usability and visual design for better patient experience
Evolutio users leverage the app to schedule appointments, track exercises, and communicate with physical therapy practitioners. Unfortunately, the platform was affected by usability issues, leading to a 93% decrease in user engagement.
As product design lead, I managed a team of 3 designers, handled client communication, and ensured timely deliverables by setting clear deadlines and expectations.
My Role
Lead UI/UX Designer - Visual Design, Interaction Design, Sketching, Prototyping, User Testing, User Flows, Project Management
Schedule appointments with practitioners
Practice personalized exercises
Pay for services directly
Export invoice documents
IMPACT AT A GLANCE
6 min
reduction in physical therapy scheduling time
83%
increase in PT appointments scheduled QoQ
7 min
THE OPPORTUNITY & CHALLENGE
Empower patients to achieve their recovery goals by redesigning intuitive, user-friendly tools—overcoming usability barriers to create a seamless experience that supports progress.
FROM
Major friction touch points
TO
A streamlined experience
UNDERSTANDING RECOVERY
To make a meaningful impact, we spoke with patients to understand their experience
We discovered that patients felt frustrated by the lengthy appointment scheduling process, difficulty in locating downloaded documents, and felt overwhelmed by the medical terminology in exercises.
AUDIENCE INSIGHTS
80%
of patients took 10+ minutes to schedule appointments
3 month
average recovery time for physical therapy rehabilitation
4 out of 5
patients faced motivation challenges during recovery
PRODUCT AUDIT
We uncovered major issues within the experience
Unresponsive buttons, frequent screen refreshes to load pages, and poor navigation accounted for the majority of the app's primary usability issues. These were compounded by visual inconsistencies in labels, icons, and weak content hierarchy.
USER JOURNEY
Simplifying the flow and highlighting core features
To ensure that patients experience a frictionless experience during their recovery process, I've streamlined the UX flow to simplify the end-to-end journey that ranges from appointment scheduling, personalized exercises, and resolving document retrieval challenges within the app.
IDEATION
Exploring different design ideas through variations
Giving more room for creativity, we sketched multiple design options to explore various possibilities for what the overall theme could look like. Once we voted and aligned on which component designs to use, we created wireframes to understand how users will be interacting with these ideas.
USER TESTING
When remote user testing wasn’t enough to bridge the geographical divide
Initially, we conducted remote user tests with 5 participants in Canada but faced challenges like consent recording, Figma loading issues, and disengaged participants.
Given our time constraints, I suggested adding five in-person tests with participants who matched our target demographics. This hybrid approach enabled us to observe Figma prototype interactions more closely and uncover nuanced insights missed in remote sessions.
FINDINGS & INSIGHTS
Where participants were tuning out during critical tasks
While participants started off excited, I noticed a clear pattern where there was a gradual shift toward disinterest, evident through their behavior and non-verbal cues. Scheduling appointments—the first and longest task—proved to be a significant point of disengagement.
70% of participants felt overwhelmed selecting practitioners
Lack of exercise progress indicators left participants feeling lost and disinterested
90% of participants gave up on locating downloaded invoices on their device
ITERATIONS
Refining designs for clarity and user engagement
To re-engage participants and improve task completion, I streamlined the scheduling flow by separating services and practitioners, added visual trackers for real-time exercise progress, and replaced the download button with an export function so users could access and retrieve their files easily.
FINAL DESIGNS
Schedule appointments in just 3 easy steps
By streamlining service and practitioner options into card and accordion components, patients are able to easily navigate their choices and confidently make faster, well-informed decisions to book appointments with ease.
MINIMUM VIABLE PRODUCT
Find practitioner details and experience at a glance
Patients need reliable details when selecting health professionals. Guided by user feedback, I designed an MVP within the scheduling flow to highlight practitioners' credentials, specializations, experience, and reviews, helping patients quickly find the right fit.
Advance further with indicators and video demos
Tracking physical exercises is challenging on its own, and technical terms make it even harder. Evolutio simplifies the process with audio-visual guidance and progress indicators, helping patients easily follow exercises and track their recovery progress.
Save valuable time and effort with direct payments
No more hassle of in-person payments after sessions. With the payment gateway incorporated mid-project, I designed its integration into the invoice flow for ad hoc sessions and scheduling flow to secure bookings.
Export and send important documents instantly
The 'Share Sheet' feature is a game-changer for physical therapy patients, who often need to submit invoices for reimbursement. By turning a tedious task into a seamless experience, we've eliminated extra steps to make document sharing effortless.
THE IMPACT
Driven by these significant changes, more patients were engaging with the platform.
6 min
reduction in physical therapy scheduling time
83%
increase in PT appointments scheduled QoQ
7 min
TAKEAWAYS
Using diversity to solve problems
Our team quickly tackled challenges by leveraging our diverse backgrounds and perspectives to brainstorm solutions and strategies. This collaborative approach not only enhanced the quality of our work but also strengthened our team dynamic, highlighting the power of diverse thinking in problem-solving.
Creating a comprehensive design system
Inconsistencies in the platform's design were causing confusion, even within the team. In hindsight, I would have pushed for a more comprehensive design system at the start of the project that would have provided consistency across all screens and elements, allowing the team to work more efficiently.