SkinVision
SkinVision is a medical service that allows people to have more control over their skin health. It gives access to reliable, convenient and accurate detection of risk of the most common types of skin cancer. The SkinVision app is central to this service. Empowered by a highly accurate AI-based algorithm, the app combines cutting-edge technology with best-in-class dermatologists expertise and support. SkinVision is clinically validated and can detect signs of most common skin cancers with 95% sensitivity. The app is used by 2M+ people worldwide.
Lead user experience designer
Team
Collaboration with product owner Justus Fokker
Duration Skin cancer is the most common cancer in Western countries. However, if caught in time, skin cancer has the highest success rate in treatment and recovery. This makes regular and reliable self-checks on skin health essential. Cancer generally appears as changes to existing moles, but it can be hard to distinguish dangerous moles from harmless ones. The SkinVision app looks for patterns in the outlines and dimensions of a mole that make it more likely to be malignant and classes it as high, medium or low risk. The SkinVision app had expanded rapidly without sufficient time or resources for high-quality user experience design. The product owner was aware of the problems in the app and the need to redesign the user experience from beginning to end. The request was particularly to improve the user experience of the onboarding process, the camera experience, and the skin spot assessment steps. I had 4 weeks to research, design and test my proposed solutions. In this project I used Sketch, InVision, Lookback and Looker.
Competitor research, empathy mapping, customer journeys, sketching, wireframing, visual design, prototyping, user testing.
May & June 2018 (4 weeks)Background
Challenge
Process
Desk research and interviews
My first step was to understand the SkinVision service and app inside out. I did an expert review of the app and combined this with competitor research. With the understanding and questions that arose from these activities, I then interviewed the algorithm designers, a dermatologist, app developers and customer support colleagues.
Empathy maps and customer journey
To better understand the audience for this app, I organised a workshop with some of the internal stakeholders to add more understanding to the existing personas. By creating empathy maps we increased our understanding of the main personas, what they may think and feel, hear, see, say and do. We also discussed their potential pains and gains. For this workshop, we built on previous SkinVision user research and data from the customer service team. We also discussed including interviews with potential and existing users, yet decided that considering time constraints and available research data, we would not include this step. To better understand the customer journey and potential user experience issues we initiated a brainstorm on the onboarding experience.
Ideation and sketching
In the next phase, I explored solutions for the various user experience issues and unresolved user needs. I sketched out multiple solutions for the first time user experience, the profile screens, the use of the camera and the result screens, to name a few. Next, I presented my solutions to the developers and product owner to validate the feasibility of my designs and receive feedback on my ideas.
Prototyping
With the feedback from the main stakeholders, I updated the user experience flows. Finally, I applied the visual design to my wireframes and developed all the screens needed for the tasks that would be part of user testing. I then used InVision to create an interactive prototype.
User testing
In the final week I used Lookback for live remote user testing with a varied audience, who were mostly new to SkinVision. I designed the user test and recruited the test users myself, offering a free SkinVision plan in return. In between the user tests, the insights I gained were used to improve the prototype for the next test. The stakeholders at SkinVision were invited to view the user tests live via Lookback so they could better understand how people respond to their service. One of the insights we gained, is that the heatmap displayed at the end of the skin spot assessment was confusing to all test users. The significance of colours and numbers was unclear. It became clear the heatmap did not add value and could be removed.
Results and takeaways
The end result was a validated redesign of the SkinVision app, delivered as a 72 screen prototype including onboarding, first-time user experience, profile, navigation redesign, redesign of the camera, assessment steps (body map, symptoms), the results screen and setting reminders. I really enjoyed the close collaboration with the customer service team and the ability to use the rich data analytics offered by Looker software.
