Case Study: Improving the mobile application experience for primary users of the Tricella Smart Pillbox
Tricella Smart Pillbox
How to empower users to practice better medical adherence habits in regards to their prescriptions and supplements?
Conduct usability studies with the app and solicit feedback from would be users and caregivers. Identity common pain points that can be opportunities.
Provide a user experience with the Tricella mobile application which is simple,consistent, and health-focused. The experience needs to build support and motivation for primary users.
Research and Discovery
Visits to hospital waiting rooms, pharmacies, vitamin stores and supplement shops
Survey questions spanning topics related to medical adherence habits, influences, motivators and pain points
Face to face interviews were held with potential users to inquire about their current medical adherence habits, pain points and motivators
Other medical adherence apps in the marketplace along with lifestyle apps which serve to motivate healthier lifestyle habits
Key Insights from User Research
Users consider medical adherence responsibilities to be their own. They need to feel empowered to improve their habits on their own.
Desire for self-empowerment
Reasons for non-medical adherence
The main reasons for non-medical adherence habits based off our research included forgetfulness, feeling overwhelmed from taking multiple meds, and a lack of educational material on medications.
User motivations and pain points
Users are motivated by others. They’re open to having those close to them offer support as long as privacy is a priority and interactions are limited verses the burden being placed primarily on others.
Industry standards and inspirations
for design concepts
Key functionality in medical adherence technology currently includes dosage reminders and alerts along with history logs. Some inspirations were also drawn from lifestyle applications such as the Fitbit app and Noom Coach.
Thinking and Feeling
My mom has "x" condition, I don't want to develop that
What kind of lifestyle changes should I be making?
I always forget to take my meds on time
I forgot to take my meds this morning, so I'll get back on track tomorrow.
How can I get in the habit of doing this?
I know obesity runs in my family
What should I be taking for my age?
Will I see results?
Social media posts/ads
Friends with "x" condition
Family with "x" condition
Strangers or work peers with "x"condition
That won't help you
I take "this" for "that"
I heard that medicine works well for "x" condition
What helps me remember is "x"
Commercials on TV
Saying and Doing
Asking others what they do for their health
Researching online for alternatives to meds
Asking physicians for suggestions in treating or avoiding a condition
Asking the pharmacists for suggestions in developing better habits
Telling others about "turning over a new leaf" to gain a support system
Identifying the Primary Persona
Catching up on news
Age: 44 years old
Residence: Oakland, CA
Occupation: Manager at Kiehl’s Skincare
Goals: Mary would like to take better care of her health. She would like to add
taking vitamins to her daily routine along with being better about taking her
current prescription pills without missing a dosage.
Bio: Mary is a 44-year old manager at Kiehl’s cosmetics and skin care. She is married with no children and spends her free time at local farmers markets or brunching with friends.
Mary recently began taking vitamins along with her new prescription regiment but is having a hard time staying on track with taking her medications and supplements at the appropriate times. She tends to forget or miss doses during her busy workweek.
Meeting User Goals Through Design
Empower Primary Users
Building relationships among
app users for motivation
Designing alerts and notifications which are conversational and feel motivational
Simplify use of medication reminders
Simplify adding a medication
Provide clear understanding that
privacy among connected users is a priority
Simplify settings and notifications
related to connected users
Simplify overall information architecture
Emulate reminders and alerts
similar to established smartphone apps
Engaging display of progress
Simplify interactions among users
Engagement through milestones to build motivation
Create motivating interactions
Motivational milestones from the app itself for those uninterested in having contacts
messages along with customizable options
Improving the User Experience Through Design
Usability Testing - Insights on the current application
The drawer menu was hard for users to discover.
Current dashboard dial seems less intuitive for users, for example none of those tested understood they could move to the next contact through the spinning motion.
Many participants stated they would prefer to call or text their app contacts as opposed to sending them a video or audio message due to data usage/requirements.
Content fields were unclear when it came to entering information as far was what was necessary as opposed to what they could skip.
Testing participants enjoyed the idea of having medical articles populate related to their health interests.
Social media options made numerous participants uncomfortable due to concerns of privacy or accidentally sharing private information.
The section labeled as “shop” felt confusing to users. They weren’t sure what they were expecting to find there but it didn’t align with the option of buying another pillbox.
Meeting Business Goals through the Design
Interactions are simple, empowering, and educational.
Users feel motivated and supported by the app and their community within it.
Users see value in Tricella and how using the Pillbox and the application serve to improve their medical adherence habits.
Serves Tricella Core Values
Discovers new opportunities for improving user engagement and empowerment through user testing and research.
Early stage key interactions feel simple and useful. If this goes smoothly, the users continue using the app as time goes on
Users see value in the interactions with others within the app which leads to product loyalty. Therefore, providing design concepts for improving these interactions was also a priority.
Good User Experience = More downloads
Empowering the Primary User
Some of the design changes included:
redesigning the home screen
display recent reminders and notifications in a “newsfeed” format
updating the main navigation
shifting dosage history to be stored within the “profile” section
displaying the dosage history in different formats
“settings” displayed at all times
Building Support for the User
Some of the design changes included:
notifications of major milestones by the app directly congratulating the user
creating a community with fellow users which requires little to no effort
pre-populated motivators which connected users can send to each other
curated content in regards to the medical articles displayed
having privacy levels available which apply to all types of primary users
Improving Key Interactions with Tricella
Through research and redesign we looked to improve the Tricella experience for this specific user base. Design concepts were made to address certain key interactions. Some of them being …
User’s interactions with reminders and notifications
User adding a new medication
User tracking their
medical adherence history
User receiving a motivational notification from the app itself
with another app user
User sending a motivational chat
Further usability testing on the redesign of the application for further design improvements
Continue to develop the content strategy throughout the entire application, making sure the goal of achieving a caring, conversational tone is complete.
On-boarding improvements to the visual walkthrough for connecting the hardware to the application for the first time.
Continue developing the community experience for users through the development of the leaderboard where users can track their adherence habits in a form of points verses others to improve engagement. Investigate implementing point-earning tactics further into the design.
Making sure the holistic experience of Tricella is one of care from beginning to end.