WONDR
ROOMS

TYPE
MOBILE & WEB APP
YEAR
2023
ROLE
UX LEAD
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WONDR ROOMS
The Wondr Platform aims to achieve interconnectedness between those in the medical field on a global scale in a time where working together proves again and again to be the best course of action. Various features have been worked on from concept to finality during my time at Wondr, ranging from chatroom experiences to video calling, all focused on providing a space for the medical sector to better communicate & integrate their knowledge.

My role throughout the transformation of Wondr has been focused on creating a brand that provides both a high level of visual design, but as well a thoroughly researched backed user experience, tailored effectively for those engaging within the medical community.

REDEFINING THE EXPERIENCE

USER CLIENT COMPANY NEEDS

COMPETITIVE ANALYSIS

SERVICE/JOURNEY BLUEPRINTS

ANALYTICS/USER TESTING

ONBOARDING

WORKSPACES

ROOMS

SEARCH

MESSAGING

PROFILE

NOTIFICATIONS

REDEFINING
THE 
EXPERIENCE

Wondr Medical’s user experience had many places where updates and changes were needed due to an overfocus of UI and a neglect of UX previously. With the design led by myself, alongside product management, engineering & QA, a redesign was explored in order to create functional and usable contact with the mobile and web experience, as well as bring the brand to a higher level of UX maturity.

It was vital to consider all the touch points available across the Wondr platform, which I had fully explored within the service mapping, giving the team an excellent overview and understanding of our user’s point of view when using our products.

USER CLIENT COMPANY NEEDS

With an ever-evolving healthcare industry, the need for innovation stands alongside it in order to meet the complex and diverse needs of all stakeholders.

Within research, it is critical to understand the requirements of all parties involved within the healthcare ecosystem in order to provide a solution that meets the needs of both targeted users, and the company.

The first and pivotal part of research into this project was to gather user, client and company needs for the platform through a collaborative effort with the product team in order to identify the requirements to deliver the Wondr Platforms promises of an interconnected healthcare space.

Creating a base for us to meeting our user, client and company needs allowed us to create a product that meets their expectations for affordance and solve their problems. From this, we were able to align with the company goals ensuring the development of a profitable, competitive and successful product with over 70,000 users, and 10,000 plus active users.

COMPETITIVE ANALYSIS

Competitive research is a critical component of the design process, particularly when focusing on the user experience.

Thorough analysis of a wide range of competitors provided valuable insight into the key strengths and weaknesses of existing solutions on the market, enabling team wide understanding of critical gaps in the market and essential features that would meet our user base’s needs.

As an innovative platform, discovery into directly parallel competition is slim – But this challenge only provided an avenue for more inventive research. Understanding the success of similar platforms such as Microsoft Teams gave us insight into a highly revenue generative and completely new platform, Wondr Video, but also shone light on typical affordances in successful communication platforms including Doximity, Sermo, Whatsapp and many more.

NOTE: Displayed is a compressed version of extensive research.

SERVICE & JOURNEY BLUEPRINTS

With already existing features on the Wondr platform, it was essential to lead workshops and user sessions that would allow us to identify pain points and potential opportunities within the platform that would enable success through several key metrics, including user retention and an increase in clients in order to produce greater revenue year.

Complete understanding of our user’s experience through the platform not only enabled the identification of pain points and points of improvement, but highlighted methods of optimisation for already existing features that would create a more coherent and streamlined platform.

A prime point of success in these Workshop Sessions was the provision of valuable insight to our team on the functionality and potential pitfalls of the platform, generating greater understanding and operational ability from engineering, QA, strategic implementation and more.

Additionally, understanding the process and exploration patterns from users with a variety of tech literacy levels enabled us to slim and perfect journeys to optimise the streamlining of the platform across multiple touch points.

ANALYTICS & USER TESTING

Data analytics was particularly helpful in identifying frequently accessed and engaged with locales on the platform, enabling focus to be given to those in both design and employment, allowing continuous updates and improvements to be made to the users experience.

Through analysis of user behaviour, we were also able to relieve areas of difficulty and inefficiency on the platform, which cooperated well with our other research methods, particularly within User Testing.

Several areas within the platform benefited from the exploration of analytics & subsequent testing, one case being the onboarding process, and another particularly interesting one being chat rooms launched & hosted by events (particularly following the post-covid evolution of hybrid style events) which allowed the adaptation and implementation of several sub-features to create more effective communication and discussion amongst 30,000+ live event participants and staff on the platform.

Not only did these changes create more fluid user engagement, but developed greater value to clients utilising these spaces; in turn generating more revenue.

ONBOARDING

MOBILE
WEB

REGISTRATION

Registration would be the first touchpoint for future users, so it was important to keep the process simple and streamlined. It took several iterations of user research to understand where in the process was causing friction, which enabled us to trim the process down to how it exists today, focused on asking for only the important information.

REGISTRATION

Registration would be the first touchpoint for future user’s, so it was important to keep the process simple and streamlined. It took several iterations of user research to understand where in the process was causing friction, which enabled us to trim the process down to how it exists today, focused on asking for only the important information.

WORKSPACES

MOBILE
WEB

VIEW WORKSPACE

Workspaces are the hub for rooms, which makes simplicity and organisation key. This area was one that needed only minor tweaks in order to update the user experience, namely ones to improve cognitive recognisability - For example, adding the number of members to each workspace.

WORKSPACE SETTINGS

This region appeared multiple times within research as a point of contention for users, particularly for changing and updating permissions. Creating a fluid experience here meant enabling admins and workspace owners to make modifications to their investment, seamlessly. Updates and additions here such as the ability for all users to mute workspaces, and also view everything belonging to the workspace (Rooms & invite links) were made following user journey research, where valuable  touch points had been notably missing from the experience.

WORKSPACE INVITES

The experience update here followed the pattern that we built out for room creation, in order to create a fluid and consistent platform. Our aim here was to create clarity towards where invitations linked, even without prior knowledge of that link, so that all users with access to this space could make updates and changes without heavy cognitive load.

VIEW WORKSPACE

Workspaces are the hub for rooms, which makes simplicity and organisation key. This area was one that needed only minor tweaks in order to update the user experience, namely ones to improve cognitive recognisability - For example, adding the number of members to each workspace.

WORKSPACE SETTINGS

This region appeared multiple times within research as a point of contention for users, particularly for changing and updating permissions. Creating a fluid experience here meant enabling admins and workspace owners to make modifications to their investment, seamlessly. Updates and additions here such as the ability for all users to mute workspaces, and also view everything belonging to the workspace (Rooms & invite links) were made following user journey research, where valuable  touch points had been notably missing from the experience.

WORKSPACE INVITES

The experience update here followed the pattern that we built out for room creation, in order to create a fluid and consistent platform. Our aim here was to create clarity towards where invitations linked, even without prior knowledge of that link, so that all users with access to this space could make updates and changes without heavy cognitive load.

ROOMS

MOBILE
WEB

CREATE ROOM

Rooms are the central part of the Wondr platform, the hub for all interactions and what customers pay for - so the creation process required simplicity and clarity. During the UX update, the process was simplified not only in terms of the steps required to complete the task, which was now only 3, but also for visual clarity and ease of accessibility, a clear user pain point not only in our own research, but also across competition.

VIEW ROOM

We kept the landing area when selecting a room as simple and clean as possible, serving the main functions of the product only, removing what was unnecessary in order to keep the experience fluid for our users. Rooms are split into two simple sections, one for communication and one containing all files and media shared - a highly requested feature that would enable healthcare professionals to quickly access important and informative files & data.

MEDIA & FILES

Media and files are things that our users often found themselves sharing, and in our original experience we neglected to include a method for user’s to quickly find those, in an easily formattable way. The experience update was a solution for that, and we opted to create a tab for this pain point, so we could pinpoint exact customer concerns and provide an optimal experience, such as with the updated filters.

ROOM SETTINGS

The original version of room settings was not only unattractive, but proved to be unintuitive. Taking the experience through an update meant pinpointing specific user concerns, and working with them to alleviate blockages, building an experience that is fluid and concise.

ROOM EVENTS

Another feature that was lacking in the previous version was indicators of specific events that happened inside rooms. This update went hand in hand with the notifications overhaul, allowing users to quickly spot important changes that had occurred inside the room, whilst respecting the privacy of certain events that may not want to be shared (such as permission changes).

CREATE ROOM

Registration would be the first touchpoint for future user’s, so it was important to keep the process simple and streamlined. It took several iterations of user research to understand where in the process was causing friction, which enabled us to trim the process down to how it exists today, focused on asking for only the important information.

VIEW ROOM

Registration would be the first touchpoint for future user’s, so it was important to keep the process simple and streamlined. It took several iterations of user research to understand where in the process was causing friction, which enabled us to trim the process down to how it exists today, focused on asking for only the important information.

MEDIA & FILES

Registration would be the first touchpoint for future user’s, so it was important to keep the process simple and streamlined. It took several iterations of user research to understand where in the process was causing friction, which enabled us to trim the process down to how it exists today, focused on asking for only the important information.

ROOM SETTINGS

Registration would be the first touchpoint for future user’s, so it was important to keep the process simple and streamlined. It took several iterations of user research to understand where in the process was causing friction, which enabled us to trim the process down to how it exists today, focused on asking for only the important information.

ROOM EVENTS

Registration would be the first touchpoint for future user’s, so it was important to keep the process simple and streamlined. It took several iterations of user research to understand where in the process was causing friction, which enabled us to trim the process down to how it exists today, focused on asking for only the important information.

NAVIGATION

With the rebrand, a redesign to our search was essential in order to increase traffic and customer satisfaction through the resolution of a variety of pain points, focusing primarily on improving usability, applying simplicity, and creating design consistency.

paid search

Revenue is always a priority, and one of the ways we found that could both generate more for the organisation, as well as directly increasing the value given to our users was through ‘Featured search’, where clients could pay to advertise their events, videos, channels, workspaces & rooms under keywords to effectively drive more traffic.

This feature gives our users a soft version of ‘recommendations’, where they are able to find relevant content based on keywords.

NAVIGATION

With the rebrand, a redesign to our search was essential in order to increase traffic and customer satisfaction through the resolution of a variety of pain points, focusing primarily on improving usability, applying simplicity, and creating design consistency.

PAID SEARCH

Revenue is always a priority, and one of the ways we found that could both generate more for the organisation, as well as directly increasing the value given to our users was through ‘Featured search’, where clients could pay to advertise their events, videos, channels, workspaces & rooms under keywords to effectively drive more traffic.

This feature gives our users a soft version of ‘recommendations’, where they are able to find relevant content based on keywords.

MESSAGING

REPLIES

Amongst competitors, replies & forwarding are features that are common and clearly provide value - however, on the Wondr platform, they were missing. After some team sessions, we noted that it was something that would be relatively simple to add, and was clearly something that user’s would benefit from thanks to some user research. Accessing this feature was something that should be simple, and take no more steps than it does for competitors - Something we’d like to do in the future is add a swipe microinteraction to further reduce the steps.

VOICE NOTES

Frequently mentioned by our users, particularly clinical professionals, was the desire for a voice notes feature. Hands off note taking and messaging is something that is highly desired by our target audience, due to its ease of access when otherwise preoccupied - so we had to ensure when building this out, that it retained simplicity and accessibility.

REACTIONS

Evolving our level of communication and interaction on the platform meant involving chat features that opened up expressions and opinion, and reactions achieved exactly that for us. Building out a simple reaction system that we could expand upon user testing allowed us to give user’s more freedom in how they communicate across the platform, instead of in black and white.

MENTIONS

Following on with the evolution of interaction, the next touchpoint we found in research was mentioning fellow users. This was lacking from the previous versions, and with a focus on hybridisation of remote and in person, this was something that would provide clear value to remote usage, by allowing users to bring up useful or important information quickly and efficiently.

FEATURETTES

Following on with the evolution of interaction, the next touchpoint we found in research was mentioning fellow users. This was lacking from the previous versions, and with a focus on hybridisation of remote and in person, this was something that would provide clear value to remote usage, by allowing users to bring up useful or important information quickly and efficiently.

PROFILE

MOBILE
WEB

PROFILE PAGE

Surmising the users information in a clear design was the priority for this section, as most user journeys here were for either gathering an overview of the users involvement and credentials within the platform (e.g all workspaces, rooms and publications). Updates to the experience here focused on clearly displaying valuable information to the user without cognitive loading, achieved through minimalism and several research sessions dictating the prioritisation of specific information to display.

EDIT PROFILE

The aim in this area acts as ‘rerun’ of the user onboarding, allowing them to rectify mistakes and update new information without any difficulty. The previous experience had several points that left the user’s stuck or unsure how to answer, for example the questioning of whether or not they were a healthcare professional caused many users confusion as to who exactly fell in there. With the update, we achieved simplicity, ease and clarity.

VIEW PROFILES

Viewing others' profiles on the platform displayed a slightly different view than for the users, as some valuable information was required to be displayed in a clear manner, as explored in research (e.g follows you, shares room). Updating the experience here was a matter of fluidity, ensuring that users did not have to scrolls through pages to find what they were looking for in a way that did not reduce the ability to gather initial information, such as within the events, videos and publication sections.

PROFILE PAGE

Surmising the users information in a clear design was the priority for this section, as most user journeys here were for either gathering an overview of the users involvement and credentials within the platform (e.g all workspaces, rooms and publications). Updates to the experience here focused on clearly displaying valuable information to the user without cognitive loading, achieved through minimalism and several research sessions dictating the prioritisation of specific information to display.

EDIT PROFILE

The aim in this area acts as ‘rerun’ of the user onboarding, allowing them to rectify mistakes and update new information without any difficulty. The previous experience had several points that left the user’s stuck or unsure how to answer, for example the questioning of whether or not they were a healthcare professional caused many users confusion as to who exactly fell in there. With the update, we achieved simplicity, ease and clarity.

VIEW PROFILES

Viewing others' profiles on the platform displayed a slightly different view than for the users, as some valuable information was required to be displayed in a clear manner, as explored in research (e.g follows you, shares room). Updating the experience here was a matter of fluidity, ensuring that users did not have to scrolls through pages to find what they were looking for in a way that did not reduce the ability to gather initial information, such as within the events, videos and publication sections.

NOTIFICATIONS

MOBILE
WEB

OVERVIEW

Adding clarity not only between read and unread notifications, but also the addition of further valuable notifications such as tags, replies and more that came with the updated experience for the platform were touchpoints that we saw our users would benefit from. Inter team discussion on future iterations included changes that would allow our users to quickly recognise the different categories of notifications, e.g through colour.

SETTINGS

Focus on the settings was purely for quality of life, as their additions to the user experience whilst not necessary, were noted in our research to add value. The update to this section included for the user the ability to customise exactly what notifications they wanted to see, as well as set certain times to disable notifications if they did not want to opt for the default ‘always off’.

OVERVIEW

Adding clarity not only between read and unread notifications, but also the addition of further valuable notifications such as tags, replies and more that came with the updated experience for the platform were touchpoints that we saw our users would benefit from. Inter team discussion on future iterations included changes that would allow our users to quickly recognise the different categories of notifications, e.g through colour.

SETTINGS

Focus on the settings was purely for quality of life, as their additions to the user experience whilst not necessary, were noted in our research to add value. The update to this section included for the user the ability to customise exactly what notifications they wanted to see, as well as set certain times to disable notifications if they did not want to opt for the default ‘always off’.

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