UK Inhaler Group 'How to use your inhalers' project

The UK Inhaler group commissioned Asthma UK to create a video series of instructions on how to use inhalers. 

Challenge

There are hundreds of inhalers prescribed for individuals with asthma and other respiratory conditions. Providing a page with all the videos of all the inhalers available would not allow users to easily find their specific inhaler. As the sole UX Designer at Asthma UK I was tasked with creating a UI that would allow inhaler users to find the video of their inhaler quickly and easily, as well as provide a location for them to watch the video on the Asthma UK ecosystem. 

The Asthma UK website had a 'How to Use Your Inhalers' Page, which was popular amount it's userbase, but it did not provide the best experience and the selection of videos was outdated.

 

 

 

 

 

 

 

Research and Analysis of current User Behaviour

Initial research for the project was done using a True Intent study on the current 'Using Your Inhalers' page. This survey used the Hotjar survey tool as an alternative to a true intent study tool, and it was displayed to the user when they scrolled halfway down the page - to try and capture their opinions and actions midway through their task. 

Results showed that the majority of survey respondents (which we then extrapolated to be representative of the visitors of the page) were visiting to find personal health advice, and how to use their inhalers properly. Additionally, a large number of participants were health care professionals looking for videos to show their patients. This was a user group that Asthma UK was previously not focused on, and encouraged us to reach out to health care professionals more during our video creation, as well as take a deeper look into the analytics to determine the percentage of visitors to this page who were, in fact, healthcare professionals instead of patients.

Objective

Design a system which easily allows individuals with asthma, and health care professionals to watch a video on how to use an inhaler. As there are many inhalers, also allow them to easily find said video for their specific inhaler type.

Audience

As discovered in the research phase, it came to our attention that healthcare professionals were an audience for these videos. Additionally, parents of children with asthma were also a significant audience. Largely though the audience was individuals with asthma, either newly diagnosed or those who have recently been prescribed a new medication. The current page was visited about 50/50 split desktop and mobile. This information came from internal Asthma UK data of the asthma demographics within the UK, as well as Google analytics.

Competitors

The main competitors for this content piece were actually part of the UK Inhaler Group so they would not be providing competition. Other sites on the internet may provide similar content, but Asthma UK has the advantage of being a licensed charity and being well respected in the UK, which random Youtube channels would not have.

Design Process and Solution

Using the Asthma UK style guidelines, previous knowledge on the behaviour of the Asthma UK audience based on input from the content, digital and nursing teams, as well as the knowledge gathered through research a set of wireframes and a user flow was created, and reiterated upon 6x with input from the content team involved with the project.

The flow was as follows:

  1. User searches for inhaler technique
    [Directed to AUK from Google]
  2. User watches introductory video
  3. User selects inhaler
    [options]
  4. User watches video
    [Play instructional video]
  5. User is prompted to watch more
    [Instructional video 2] {instructional video 3]
  6. User is directed to other areas of site if possible.

These wireframes were then turned into a interactive prototype in Axure for testing and presented to a group of 5 users, each recruited for their relationship to asthma and for features such as their relationship to Asthma UK, their tech savviness, and propensity to use the internet for health advice.

User testing took place at the Asthma UK offices and were prepared for and conducted by myself. Each session lasted 1 hour and provided insight into both the user behaviour on their health advice searching behaviour, current Asthma UK website, and the prototype for the new inhaler videos.

Important findings that informed the designs:

  • Participants preferred method for referring and recognising their inhalers was by colour and shape, so strong visuals of the inhalers and their available colours would be absolutely necessary - additionally being able to search by colour would allow them to filter quickly.
  • Participants would also be willing to check for the proper name of their inhaler if needed, as they recognised the importance of knowing how to use their inhalers properly, but it would be secondary to colour and shape. 
  • Content on the video page was hardly interacted with and the main goal on this page was watching the video, so additional written content on this page would be left unconsumed.

Additional insight into the behaviour of individuals when looking for information online was gathered and presented to the organisation alongside the UKIG findings.

Post testing, the wireframes were annotated, and were sent to the organisation's development and design agency - alongside agile user stories and requiredments created in collaboration with the project managers and analytics team at Asthma UK.

 Final designs were presented to myself, and the content team, then returned with minor visual feedback. Additionally, the nurse and content team worked on the taxonomy for the inhalers that listed each inhaler type, it's name and available colours. 

User Feedback

Post launch (due to launch July 2018), feedback will be collected using the Asthma UK reader's panel (who mainly focus on feedback on the video content), and through and interstitial satisfaction survey on the web page.