UX Research for Trust, Confidence & Access in In-Home Healthcare
A research-driven UX case study focused on improving trust, communication, and accessibility in in-home health evaluations for older adults. Through interviews, journey mapping, and systems thinking, this project explored how design can reduce anxiety, increase engagement, and better support diverse health needs.
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Project Snapshot
Role: UX Researcher, member of a cross-functional research team
Collaboration: In partnership with Signify Health
Participants: Older adults, caregivers, and healthcare providers
Methods: Interviews, journey mapping, usability testing, prototyping
Deliverables: Research insights · Opportunity areas · Experience strategy recommendations
Tools: Figma, Figma Jam, Miro, Research synthesis
Responsibilities:
- Conducted semi-structured user interviews
- Facilitated and participated in research workshops and brainstorming sessions
- Supported journey mapping and systems mapping activities
- Helped synthesize qualitative data into key themes and insights
- Contributed to translating research findings into experience recommendations
The Problem
Signify Health provides in-home health evaluations for older adults, but many members reported feeling skeptical, confused, or anxious before and during visits.
These issues often resulted in:
- Missed or declined visits
- Reduced engagement
- Lower program benefit awareness
- Long-term adoption challenges
Key challenges included:
- Low trust in unfamiliar providers
- Unclear expectations & communication
- Limited health literacy
- Different comfort levels with technology
The Solution
Working as part of the research team, I contributed to a research-led design approach that transformed complex healthcare challenges into actionable insights and experience opportunities.
Key outcomes included:
- Deep qualitative research with older adults, caregivers, and clinicians to uncover emotional, behavioral, and accessibility barriers
- Journey maps capturing different perspectives before, during, and after visits
- Systems diagrams to clarify relationships between patients, providers, and technology
- Design principles focused on clarity, trust-building, personalization, and accessibility
- Concept directions exploring improved education, preparation, and support touchpoints
- Engagement strategies supporting confidence before the visit, not just during it
Rather than proposing a single interface, the work focused on experience strategy, identifying where and how design interventions could improve confidence, understanding, and continuity of care.
What I Learned
This project strengthened my ability to:
- Design for emotionally sensitive and high-stakes experiences like healthcare
- Translate dense research into clear insights that stakeholders can act on
- Advocate for accessibility and inclusivity when designing for older adults
- Use systems thinking to understand complex service ecosystems
- Balance empathy, business goals, and real-world constraints in UX work
It reinforced that in healthcare, trust is a design outcome, not just a brand promise, and that small improvements in clarity and communication can have a meaningful impact on people’s lives.
Research Process & Results
View a high-level overview of the project, including goals, key insights, and final outcomes. Click to explore the results. also, Dive into detailed research methods, analysis, journey maps, and findings. Click to explore the full research process and supporting details.
Research & Insights
In-depth research process, data synthesis, and supporting artifacts.
Research Details
Designed by Dornaz Niknezhad — Interaction Design
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