Client Project
5 Star Interpreting
For this project, I had the pleasure of working with a family-owned company in Salt Lake, City UT called 5 Star Interpreting. In a 4-week design sprint, I was able to craft a client/patient portal for consistent patrons using 5 Stars interpreting services for members of the deaf community. Cody and Ben started their company to give users a say in the interpreter and services they provide. Using an interpreter can be an intimate thing depending on the setting, through this portal users can communicate with the internal team their top 5 preferences for available interpreters updating their preferences when they need them!
PROBLEM
What's the Problem?
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5 Star Interpreting was founded on the precept that everyone deserves communication in the way that best fits them.
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How Might We...​
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Allow users to communicate with the internal team so we can meet personal needs.
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Put a face and name to Interpreters so users can recognize their interpreter.
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Establish a ranking system out of 5 so the internal team has a "backup" interpreter that meets the user's needs.
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AUDIENCE & CONSTRAINTS
Everybody deals with constraints...
I knew I was going into something I was unfamiliar with, I would need interpreters to interact with my users so I needed to use my time wisely.
Due to patient-client privilege, there were a couple of blocks in my road path to work 1-on-1 with current users of 5 Star, I had to pull from outside recourses because of this.
PROCESS
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Field Research
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Competitive Analysis
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User Interviews
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Personas
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Storyboarding
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User Flow
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Site Map
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Solution Sketches
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Paper Prototype
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Usability Testing
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Iterations
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Prototype
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Test & Continue
RESEARCH
During my research, I learned there is a large gap between hearing and deaf individuals for many reasons. Not only does this affect the community, it also affects the recourses they have available to them. Not every deaf individual can read & there is a language gap because of the lack of understanding hearing individuals have for those who rely on interpreters for daily tasks.
COMPETITIVE ANALYSIS
Due to the limited recourses, I was doing research with websites that differed from the company. I looked at my MVP and knew the dream direction would be in the form of a dating app where users have the freedom and control to see the face behind the name. This starts a journey to a long-lasting professional relationship between the user and the interpreter. ADP list gave much inspiration for this project as they do a beautiful job at connecting professionals together.
PERSONA
STORYBOARD
GOAL
UX by Hotels.com UI by ADP list
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Utilize areas of expertise in profile sections.
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Keep profile sections clean and informational so users can follow.
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Include search engines so users can search by interpreter or language preferences.
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Include a favorites section for past appointments that went well.
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Use a drag and drop feature to order and re-order their favorite interpreters
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Utilizing a tracking system to notify employees when a user has used/ an interpreter more than 3 times.
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Overcrowding profile sections with information the users don't need.
FLOW CHART
IDEATION
PAPER PROTOTYPE
LO-FI PROTOTYPE
The Prototype
I started off with a simple user interface that featured a portal for clients to set their interpreter preferences, here they can also send any necessary notes to 5 Star's Internal team. Having a ranking system for users to select their top 5 preferences gives users and staff the ability to work together efficiently.
BRANDING
The Moodboard
Style Tile
WIREFRAMES
ITERATION 1
In the first iteration, I added a filter search to give users the ability to narrow their search while looking for past Interpreters. Here the user can search for an Interpreter by name or the date of the appointment. During usability testing, I learned that a rating system was a bad idea for external sources because clients and interpreters have close relationships.
ITERATION 2
When working on the profile section I knew there were a few things to add. I needed to include any certifications the interpreter held with work experience for the users to see. During usability testing, users preferred chips to break up walls of text when it comes to the interpreter's certifications for ASL.
ITERATION 3
When it came to the color I wanted to ensure the branding was in line with 5 Star's website. I stuck with a teal color for most of the interface to match the website and bring a familiar feel to the portal.
SOLUTION
Here's what actually happened...
I learned a lot about communication during this project. I had the challenge to ensure my interface communicated clearly with users without relying on the text which was a challenge. To solve this I turned to icons that correspond with the user's mental model. In addition to this, I had to ensure that the information held in the interpreter's profiles was informative and useful helping users make informed decisions on their portal preferences. In the end, I learned how to craft a clean and intuitive patient portal that corresponds to and links to my client's current while keeping accessibility at the forefront of the project.
