Pride Health Hub

Overview

Pride Health Hub leverages AI-driven recommendations to empower LGBTQ+ individuals to access inclusive healthcare. Through this user-centric interface, Pride Health Hub prioritizes LGBTQ+ identifiers and preferences, bridging gaps in insurance comparison tools and provider directories to ensure equitable access to inclusive care.

The Challenge

Historically LGBTQ+ individuals and their intersecting identities often experience difficulties in obtaining inclusive care which extends health disparities unique to queer identities. I was tasked by my professor to explore how AI technology can directly improve this problem space.

Year

September - December 2023

Services

UX/UI, Discovery Research, AI Design, Web Design

Tools

Figma, ChatGPT

Team

Solo

Solution

An intuitive AI-driven web tool that evaluates existing healthcare coverage while providing other insurance options for inclusive care approaches and gender-affirming care.

Pride Health Hub removes ambiguity by explaining coverage details in a clear manner and emphasizes the inclusion of LGBTQ+ identifiers to promote inclusivity.

Pride Health Hub leverages AI to tailor provider directories by eliminating uncertainty about a provider's network status and LGBTQ+ friendliness.
Care preferences are prioritized in addition to specialty and service type needs. Users can optimize results even further through free text search and filter features.

Research

I conducted a comprehensive literature analysis and several user interviews to gather insights into LGBTQ+ communities and their specific needs and preferences for care services and navigating the healthcare systems.

To better understand the current tools available, I analyzed the most common insurance portals and healthcare directories based on a SWOT analysis to determine key features, flows, and potential areas for improvement.

What I Learned

Unclear Tool Availability: Users struggled to identify available tools for finding LGBTQ+-friendly providers.
Provider Assessment Difficulty: Users found it challenging to determine if providers were LGBTQ+-friendly and in-network.
Lack of Coverage Details: Health insurance policies offering gender-affirming care lacked detailed coverage information.
Limited Search Filters: Directory search filters lacked flexibility, hindering the inclusion of LGBTQ+ identifiers, care approaches, and provider commitments.

What I Learned

Unclear Tool Availability: Users struggled to identify available tools for finding LGBTQ+-friendly providers.
Provider Assessment Difficulty: Users found it challenging to determine if providers were LGBTQ+-friendly and in-network.
Lack of Coverage Details: Health insurance policies offering gender-affirming care lacked detailed coverage information.
Limited Search Filters: Directory search filters lacked flexibility, hindering the inclusion of LGBTQ+ identifiers, care approaches, and provider commitments.

What I Learned

Unclear Tool Availability: Users struggled to identify available tools for finding LGBTQ+-friendly providers.
Provider Assessment Difficulty: Users found it challenging to determine if providers were LGBTQ+-friendly and in-network.
Lack of Coverage Details: Health insurance policies offering gender-affirming care lacked detailed coverage information.
Limited Search Filters: Directory search filters lacked flexibility, hindering the inclusion of LGBTQ+ identifiers, care approaches, and provider commitments.

Archetypes

Based on my research I synthesized archetypes to capture core user needs and behaviors when navigating through the healthcare systems. This insight helped guide ideation and prioritize impactful features in the prototypes.

Speculative Prototyping

I started sketching out my ideas on paper to visualize a rough idea of the design and develop tangible points of interaction for the AI tool. This helped construct the layout and consider the type of education elements, features, and adjustments needed to improve the design. As I laid out what components would be necessary I started to conceptualize the type of AI system and algorithm rule set that would be best.

To help conceptualize the AI algorithm I used ChatGPT to create a rule list for the primary flows - insurance assessment and provider search.

Wireframing

Once I laid down the foundation for the design I created wireframes using Figma. This allowed me to refine the concepts into a concrete representations of overall flow, layout, AI components, and functionality of the web tool.

User Testing

After creating several prototypes, I conducted usability testing and heuristic evaluation with queer and non-queer individuals to assess how functional the web tool was. This gave a perfect opportunity to gather feedback and identify areas for improvement.

Success Metrics

Success Rate - Are users able to complete the tasks? Were there any areas of confusion?
Time of Task - How much time is spent on each tasks? Where is the most time spent?
Ease of Task - How satisfied were the users when completing the tasks?

Usability Results

Success Metrics

Success Rate - Are users able to complete the tasks? Were there any areas of confusion?
Time of Task - How much time is spent on each tasks? Where is the most time spent?
Ease of Task - How satisfied were the users when completing the tasks?

Usability Results

Success Metrics

Success Rate - Are users able to complete the tasks? Were there any areas of confusion?
Time of Task - How much time is spent on each tasks? Where is the most time spent?
Ease of Task - How satisfied were the users when completing the tasks?

Usability Results

Usability analysis shows the prototype flows were intuitive. Navigating task requirements were very easy and completed within 5 minutes on average which indicates successful interaction.

Heuristics Evaluation

Usability analysis shows the prototype flows were intuitive. Navigating task requirements were very easy and completed within 5 minutes on average which indicates successful interaction.

Heuristics Evaluation

Usability analysis shows the prototype flows were intuitive. Navigating task requirements were very easy and completed within 5 minutes on average which indicates successful interaction.

Heuristics Evaluation

For the second half of the session, my participants completed a heuristics evaluation following Jakob's Usability Heuristics workbook. Overall the participants responded positively to the prototype but were unsure of flexibility and efficiency and error prevention principles. Although these principles weren't scored negatively, it provided insight about areas for improvement.

Key Learnings

As I concluded on this project I am reminded of the importance of inclusivity and diversity in AI-driven tools to ensure biases don't impact the user experience. If I had more time with this project, I would have loved to explore features to include more visual components while appealing to error prevention and flexibility and efficiency principles.

Next: AAPI Mental Wellbeing

Contact

Let's

connect over boba

I flourish when faced with innovative trials and artistic assignments. If you're hunting for an analytical and committed creative to enhance your idea, look no further. Get in touch, and let's embark on this expedition together!

hicharleyyang@gmail.com

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