Sustain Health

Summary

Sustain Health is an Acupuncture & Traditional Chinese Medicine Clinic located in Melbourne VIC, owned and led by Dr. Scott Ling.

Dr. Ling is a combined Chinese and Western Medicine practitioner with a PHD in Chinese Medicine and a Master of Reproductive Health. He and his practitioners provide acupuncture treatment that, when used with Western Medicine, can significantly improve the number of live births for woman undergoing IVF.

He wishes to expand awareness of acupuncture as a treatment and integrate acupuncture into treatment plans for patients with conditions such as infertility.

 

  • Sustain Health presented us with a brief and a goal to streamline the patient journey to make it easier to understand - delivering them with the kind of care they want.

    we were asked to focus on two primary types of patients. Women trying to get pregnant naturally and woman who are undergoing IVF.

  • The final deliverable was comprised of an educational journey tool, update of fertility page , cost comparasion of different services.

  • I was assigned the squad leader for research phase overlooking the competitor analysis, desktop research, and participated in empathetic interviews of Patients.

    I helped with designing the qualitative survey which were sent to the existing patient of sustain health

    I performed a detailed study of the client’s existing website and have made recommendations for improvement based on UX best practice and heuristic analysis.

    Finally I helped in the preparation of final presentation to the client

skills and tools

  • Mixed Methods Research & Synthesis

  • Critical Thinking & Analytical Skills

  • Problem Solving

  • UI Design System

  • Visual Design

  • Figma Components

  • Prototyping - Lo-Fi & Hi-Fi

  • Storytelling

  • Presentation Skills

  • Workshop Facilitation & Team Collaboration

  • MVP

  • Sketching & Wireframing

My Team

The team consists of 6 people ranging from different backgrounds and nationalities

Problem statement

We started off by generating a more general problem statement rather than one only focussing on acupuncture and Chinese medicine. This will allow our research to determine the overall user journey of women attempting to conceive and how acupuncture and Chinese medicine may be a part of that journey

“woman who feels confused and stressed about her struggle of becoming pregnant wants to learn about what steps she should take to conceive and how she can get pregnant but faces the lack of educational resources”

we started off with desktop research and competitor analysis

AS Sustain health wanted us to update the existing website’s Fertility page, so we started our project with the extensive desktop research of users needs and competitor analysis

Competitor Analysis report

Desktop Research

continued research with User Interviews and Affinity Mapping of Findings

We conducted 7 one-on-one interviews with women who were attempting to conceive and synthesised the data with open-sorted affinity mapping in Miro.

the basic user Insights uncovered during affinity Mapping are

we presented the client with personas and customer journey maps as a result of insight findings

 

Our research participants fell into two categories which i represented with personas in order to humanise the data from the user research and facilitate empathy towards to users. This would also allow us to present user data to the client in context:

Personas

Those who are currently attempting to conceive but have not received acupuncture and Chinese medicine because they lack information and awareness on how it works as a fertility treatment. This user group was represented by our persona Alice.

Those attempting to conceive and have been receiving acupuncture and Chinese medicine and favour it as a fertility treatment. This user group was represented by Anna.

Customer journey Map

CJM allowed us to visualise and communicate Alice’s and Anna’s user journey when attempting to conceive. This was important for educating the client on what their users go through before coming to their clinic and where along that journey biggest pain points are experienced which provides opportunity for solutions.

Focus of the research

our research found that users who did receive acupuncture and Chinese medicine, represented by the persona Anna, felt that it improved their fertility and mental health. Despite these benefits, other users represented by the persona Alice still do not receive it. When I asked why, they all stated that their health professionals have not recommended it.

Therefore, I wanted to find out why GPs and other health professionals do not refer patients to acupuncture and Chinese medicine. After synthesising the research with an affinity map, here is what I learned

  • Anxiety should be treated first as it impairs the fertility

  • GP’s believe that there is not sufficient scientific research to support acupuncture to be recommended as infertility solution.

Converting pain points into opportunities for solutions

I converted user pain points into opportunities for solutions by generating these “How Might We” questions. These would guide brain storming sessions during ideation workshops run by my colleagues.

  • How might we educate Alice on how acupuncture works as a fertility treatment and the success rates of acupuncture so that she can make an informed decision on receiving acupuncture as a fertility treatment?

  • How might we get Anna and Alice to view acupuncture and Chinese medicine as an effective fertility treatment at the beginning of their treatment process, rather than as a result of failed IVF attempts and as an act of desperation?

  • How might we increase awareness of scientific research that supports acupuncture and Chinese medicine in reducing anxiety experienced by women undergoing IVF among GPs and other health professionals?

Handing off the research to my colleagues to design the solution

As HMW questions were generated in discover phase , they helped my colleagues in conducting the Ideation workshops and i continued my support in all phases of Double diamond and kept track of the process that it addresses the key pain points of users.

Prototype video.

the video of our project we created for Sustain Health

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