Prior to any design work being done, we held a few stakeholder workshops. We spoke to therapists to understand what they felt the biggest pain points of their clients were, all while keeping business objectives in mind by speaking with people on the operations team.

We completed a journey mapping exercise, which covered how clients would initially be diagnosed, to how they would track their ongoing progress. We found the biggest gaps fell in compliance, where many clients not only did not understand how to complete their daily exercises, but also had difficulty tracking their overall progress.

After going through the product workshops, journey mapping exercises, and stakeholder and user interviews, we began to come up with design concepts. We produced quick design explorations after grouping the research into four separate epics:
1. Profile
2. Communication
3. Program (exercise plans)
4. Tracking

Once we all voted on design concepts, we began determining the information architecture as well as wireframing. We went through a few iterations of the wireframes, after presenting them to stakeholders and prioritizing epics with higher business and user values.

While designing the client experience, we also kept in mind the therapist journey as well. Initially we began designing the experience for them within the same app format, but after speaking to them and gathering insights, we realized most of them work off their laptops or iPads. So we pivoted to change the designs to suit this need.

We focused on fine-tuning the client experience first. The home screen has a summary of the client’s exercise program. Each exercise has what we called a “pre-flight” section that gives pointers related to each move. The “in-flight” section is the actual workout video, which also includes narration.

For the first built version, we had to simplify the therapist flow. It was important that we designed an experience that allowed them to build out exercise programs as well as capture program history and feedback from their clients.

During our first round of iterations, we conducted usability testing, both with clients and therapists. We uncovered some usability issues which we later addressed in our next round of iterations. We realized that what users found most beneficial was sharing their session feedback with their therapists. They felt this held them most accountable and pushed them to better comply.
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Currently, the app has been built as Version 0.5, where it is being tested with actual users. We continued to work on features to bring it to Version 1.0. Overall, we were able to create an app that will hopefully encourage users to keep up maintain their health, and make physiotherapy a part of their daily routines.