Hebah
Merck created a diary app that would help people with Chronic Cough track the frequency of their coughs
RESPONSIBILITIES
I led a team of 3 product designers and 2 developers that worked on this project. I was responsible for planning and conducting three rounds of usability sessions, data analysis, UX/UI iteration, and project management.
COLLABORATION
Cross department collaboration including UX writer and Merck’s product owner, business analyst, international dev team and their legal team.
Challenge
Merck approached my team to asses the value, efficacy, and usability of the Chronic Cough app. They needed help with prioritizing areas of optimization, and exploring the impact of a redesigned feature on the value and experience of the beta app before broader launch.
Outcome
Highlighting the users privacy and increasing the value, efficacy and usability of the chronic cough app. Adoption of the app increased by 36%, and drop-off rates decreased by 86%.
Features
Discovery
I conducted multiple usability testing sessions both on active users; users who were asked to complete feedback tasks throughout the study. And passive users; participants who downloaded the app but did not provide feedback until the end of the study. Their feedback shed light on many opportunities that have direct impact on user satisfaction. I leveraged the findings to get buy-in from stakeholders, showing Merck ways to add user value proposition.
Ideate
Armed with the insights from the usability testing sessions, I collaborated closely with my team to redesign the app and with the developers to address the usability issues.
Together, we started off the design process by ideating ways to educate users on privacy, facilitate easy cough recording sessions, and simplify the experience so they can ultimately provide their doctor with a solid report by the end of the 3 - 6 month chronic cough tracking.
Iterate
My team and I conducted three rounds of user testing, with a total of 50 users. We used these insights to shape the features included in chronic cough making adjustments and refinements as needed. We changed the language from "schedule" to "set a reminder" to avoid confusion, and made onboarding, scheduling a reminder and capturing coughs during a cough counting session flows as intuitive as possible.
Final product
The core team was so impressed that we want to apply similar type audits to other programs. This is what happens when you crush it!
Charles Vesley
Product Owner - Merck
You crushed it. Thank you for making this idea come to life--I've only gotten positive feedback.
Charles Vesley
Product Owner - Merck
