Multilingual Wellness App Design
Led service design for a multilingual wellness app grounded in ethnographic research in townships and lower-income communities, developing personas, journey maps, and an MVP focused on culturally relevant, accessible health content.
To make quality mental and physical health information more accessible to all demographics, in an engaging and simple way.
Business Problem
Access to quality health information is limited to premium services, making proactive disease prevention challenging. Self-care routines are hard to establish and sustain, reducing long-term health benefits.
Approach
Led service design for a multilingual wellness app, grounded in ethnographic research in townships and lower-income communities. Insights shaped personas, journey maps, and feature prioritisation. Collaborated with stakeholders to develop an MVP focused on delivering accessible, culturally relevant health information through intuitive, user-centred design.
Customer, Competitor and Market Research
We conducted several rounds of research to comprehend the primary user beliefs, concerns, and journey regarding their experiences with wellness, healthcare, and health media systems. These findings were organised into archetypes and personas, which undergo continuous updates with each round of user testing.
Journey Mapping
A synthesised overview of the primary pain points was presented to the key stakeholders, accompanied by competitor analysis and case studies illustrating wellness and habit forming best practices. This facilitated the generation of ideas for the proposed migration process. Utilising the insights gathered from these workshops, we mapped and verified both retail user and business user journeys.
Service Blueprinting
Blueprints were constructed and validated using several virtual blueprint workshops. A system of archiving was used to maintain the relevant blueprint used for each migration release cycle. Discussion points were prepared ahead of each blueprint workshop with prioritised critical decisions, and required offline discussions were managed using an engagement group matrix.
Testing, Feedback and Continuous Improvement
We engage volunteer customers and test panels on a frequent basis to user test new features. We regularly meet with NGO stakeholders to playback findings and offer recommendations based on this specific demographic's needs.
