MULTILINGUAL UX RESEARCH | UX CONTENT STRATEGY | MULTILINGUAL UX CONTENT DESIGN
Applied human-centered-design strategy and content design principals to develop a browser-based product that allows Veterans to check into a medical appointments with a smartphone. Additional UX research and scoping helped define subsequent releases to address a key Veteran pain point: the ability to easily submit travel expenses online. Additional scoping and UX prioritization led to the subsequent release of this feature within the check-in product.
Figure 1. An overview of the check-in product. After a Veteran texts “check in” using their smartphone, they receive a link to complete the above forms. The last two images are examples of error states.
Figure 2. An overview of the pre-check-in product. This allows the Veteran to complete a series of forms up to 7 days prior to their appointment from the comfort of their own homes. Applied an iterative human-centered-design and content strategy approach to launch pre-check-in for Veterans. The last image is an example of one of the (many) error states.
Figure 3. Examples of the Spanish pre-check-in experience. Insights from usability testing with bilingual Spanish and English speaking Veterans, led to plain language and UX improvements to ensure access for low-English-proficient Veterans.