A responsive website
Find a chiropractor near you
Overview
Set was born as a response to the lack of platforms where people can choose and book a chiropractor. In the US many chiropractic-related companies operate independently and are small businesses since most insurance providers do not cover it, and it is not a well wide spread practice. I have been going to the chiropractor for months, to help with my posture and back problems, so I was inspired to create a network that would make it easy for the patients to book, reschedule or cancel appointments.
The biggest challenge was to organize the information available. This platform had to include all or most areas of the industry in a concise and clear manner, where users with all levels of experience in the chiropractic world could find a practitioner in an efficient way. Because any site that is oriented to booking is dynamic by nature, multiple user testing phases and iterations were necessary to create a successful product.
Duration of the project: 80 hours
​
My role: End to end UX/ UI, IA, Branding, User research and testing
​
Tools used: Figma, Adobe Illustrator, Adobe Photoshop, Zepellin
​
​
​
the Process
I divided the process into 4 stages equally important. Research to understand the thought process users follow to book a chiropractor, Interaction Design to create a seamless experience, User Interface Design (branding) since it was a concept, not a finished product yet, and Iteration and Implementation, where I tested twice, to guarantee 100% usability
1. Research and empathy:
​
• Secondary Research
• Competitor Analysis
• User interviews
• Persona
​
​
​
​
​
2. Interaction design:
​
• User flow
• Wireframe sketches
• Wireframes and basic prototyping
• Usability testing
​
​
​
​
4. Iteration and implementation:
​
• High fidelity wireframes
• Usability testing II
• Implementation and setting next steps
​
​
​
​
3. User interface design:
​
• Branding
• Logo design
• SET's style guide
​
​
​
​
1.Research & empathy
There were two main research goals:
A) To empathize with potential users and understand their process when searching and booking chiropractors (Unmet needs, pain points and goals)
​
B) To gather as much information of the industry, competitors and what is currently available in terms of chiropractor offices and networks, if any
Secondary research findings:
•Types of services chiropractors use
​
•Symptoms people try to prevent or alleviate with chiropractors
​
• Related therapies and treatments
​
​
Competitor Analysis:
Two main competitors: The Joint (a chiropractor network) and all chiropractors not affiliated to SET.
​
General strengths:
• Established clientele
• Specialized clinics have great booking systems already
​
Weaknesses
• Some clinics do not offer online booking
• Ran down and outdated websites
• Not in a centralized platform
• Little customer education
​
* 3 provisional personas were created with this data
​
​
User interviews:
4 participants, all female, aged between 22-30
​
Main takeaways:
​
• A booking site that offers reminders for upcoming appointments and a waitlist.
• Reviews are important when finding a chiropractor, so this will be an important part of SET.
​
• Since most of the users JUST go whenever they feel pain, an injury prevention option would be nice.
The research performed showed the need of the users for 3 main points:
​
• Time management. It is important to have options to book a date in advance, as most of these appointments are not urgent, and their schedule is busy. The main functionality of this website should be a booking feature, with a calendar where they are able to select dates and times, around their own convenience.
​
• Most users found their chiropractors due to very specific issues. However, the practice covers many different services, topics, and issues, that can be addressed in this platform. Our purpose is to offer a platform for all of them.
​
• The platform needs to have the flexibility to edit (cancel, reschedule) appointments. As our research showed, users are usually on the go, and they book around their busy schedules. It is a priority for them, to be able to cancel if needed
​
​
Jessie parker- user persona
Location: Los Angeles, CA
Occupation: Professional dancer
Marital Status: Single
Age: 27
Gender: Female
Income: 64k a year
Jessie is a professional dancer and choreographer, and she works with big productions in the entertainment industry. Her coreographed dances are intense, and practice is demanding. She is constantly thinking of her future as she gets older; she knows she needs to work on her mobility to keep up.
She suffered a minor back injury yet very painful and had to take a month off. She is worried it may happen again since she can’t afford to.
She would like to see reviews for other chiropractors in the area and perhaps compare prices, as she is on a budget and would like to get more value for her money.
“I tend to do a lot of injury prevention since I’m a dancer”
Personality
Extrovert
Sensing
Thinking
Judging
Introvert
Intuition
Feeling
Perceiving
Goals
• To ease the back pain from an existing injury
• New injury prevention
• Visit a chiropractor once a week
Painpoints
• Chiropractors booking fast, she can’t book always in advance
• Not finding reviews online
• Having to call and hold for long times if she needs to reschedule
2.Interaction design
To define the user flow was important to start sketching the wireframes, and to have a better, clearer IA.
User flow:
After our second round of research, the confirmed appointment message became a brand new page instead.
​
​
3 initial mid-fidelity wireframes were built from sketches based on the main flow; a welcoming page with search functionality, a results page and a profile page where there would be a booking option.
First sketches
​
​
The goal of the usability test was to make sure the user found intuitive the process for booking a pre-set appointment on the prototype. It went from the main page to the signing up task, to searching, to successfully scheduling.
​
For the first round of testing, 3 different users, male and female, between 24 and 44 tested the product.
​
​
Main changes after the usability test:
​
• Changed the booking confirmation page from a pop up to an actual page (and include appointment management)
​
•Changed from a drop-down menu with multiple selections to a typing box on the "reason for appointment", so users could communicate more clearly and with more flexibility.
• Decluttered the main page by removing boxes and reviews from each suggestion, and just include the name, schedule, and photograph
​
• Added a map when showing results by location
• Consolidate the 3 different 3 bars into a single one with multiple subcategories instead
​
• The original grading on all frames just went to white and left gradient on pop-ups only. This in order to give the brand a sense of freshness and minimalism without being too cluttered.
3. User interface & branding
SET is about healthy practices for the mind and the body. Its identity keywords are Holistic, natural, wellness, health, preventive, urban, modern. The logo is two green leaves that evoke nature, balance, care, greenery and caters to the urban professional that uses technology to help maintain a healthy lifestyle
4. Iteration & implementation
In this phase, high fidelity wireframes were executed, there was testing and more iterations. The second usability test consisted of the same flow of booking but this time also rescheduling a pre-set appointment on the prototype.
​
For this phase, 3 participants; male and female, 25-36 years old participated
​
Main changes made after this phase:
• Reversed gradient from bottom to top, as participants responded more positively to this prototype.
​
• Pop-ups were made bigger and added a shadow. This way it sticks out for users and adds more white space to navigate easily.
​
• An underline to “Show Calendar” and color was added so it would also stick out and reduce friction for the user, as one of the users did not spot the option right away
​
• The final logo shown on the style guide was implemented from a previous provisional version
​
• Changed the option to "join the waitlist" as a link (Not looking what you're finding? Join the waitlist) instead of a button competing with the main Book button CTA.
​
​
Intuitive booking process
Easy to filter and search
"You have a great and clear flow of things here, I would use it to book my chiropractors"-
Vanessa, testability participant
"I love these colors you used and the logo looks modern and elegant"- Kyle, participant
Reflection:
I enjoyed working on this project since I love doing research and making improvements made on actual data. For such a dynamic type of flow, iteration based on user research is crucial to create a seamless experience. Also, another challenge for this project was the lack of competitors that could have been used as a reference, making the research process even more important.
​
Next Steps:
​
Since not everything that would have been nice to include on this project was researched, due to time limitations, I would suggest the following:
​
• Research to add a feature where users can follow posture exercises and hip balancement, and add a video channel where private physicians can offer online tutorials. Research showed users are aware of prevention through exercise, so this might be key to keep users coming to the site more frequently.
​
• A possible subscriptions feature where users can autopay every month for private services offered through SET such as online tutorials, pilates classes, or programs different chiropractors on the network may have.
​
​
​
​
​