Revolutionizing Orthotic Device Shopping with OrthoConnect+
PROJECT BRIEF
ROLE
UX Designer / UX Researcher
DURATION
May 2023 - December 2023
OrthoConnect+, an innovative website revolutionizing the way you search for and buy orthotic devices. By offering online consultations with doctors and orthotists, this platform ensures a smooth and streamlined experience for users. Dive into this captivating case study that explores the ingenious UX design strategies implemented to create a user-friendly interface. Brace yourself for features like virtual fitting and secure checkouts, making your orthotic device shopping experience truly exceptional.
PROCESS
The Process for this project includes the following RESEARCH + ANALYSIS
Context Study
Users Pain Point
Competitive Audit
Problem Statement
Uses Cases
IDEATION
Design Principles
Journey Map UX Flow
Feature Narrative
DESIGN
Lo-Fi Wireframes
Hi-Fi Wireframes
Interactive Prototype
FEEDBACK
Stakeholder Review
Field Testing
ITERATION + HANDOFF
Iteration
The Challenge
The traditional process of searching for and purchasing orthotic devices lacks convenience, expert guidance, and a secure checkout process. Users often face challenges in finding the right device, receiving professional advice and ensuring the safety of their personal and financial information. This results in a frustrating and time-consuming experience for individuals in need of orthotic devices.
TARGET AUDIENCE
Men
Women
AGEFrom 18- 47 yo
TOOLSThe Solution
OrthoConnect+ is a website that addresses the challenges faced by users in the traditional orthotic device shopping process. By providing a user-friendly interface, virtual fitting capabilities, online consultations with physicians and orthotists and secure checkouts, OrthoConnect+ offers a comprehensive solution to enhance the overall experience.
COMPETITIVE ANALYSIS
Takeaways
Thuasne is a French company that produces a wide range of orthopedic braces and supports for various conditions, including knee, ankle, and wrist braces.
DJO Global is a medical device company that provides orthopedic braces, including knee braces, ankle braces, and back braces.
Breg specializes in orthopedic sports medicine products, including braces and supports for the knee, ankle, shoulder, and more.
Össur is a global leader in non-invasive orthopedics, offering a wide range of orthotic braces and supports for various conditions.
Product Range
Thuasne provides a diverse range of orthopedic products, including braces, supports, and compression garments for both medical and sports purposes.
DonJoy specializes in sports medicine and offers a wide range of orthopedic braces and supports, particularly for athletes.
Ossur offers a comprehensive range of orthotic products, including braces, supports, and prosthetics for different body parts and conditions.
Breg focuses on orthopedic bracing and offers a variety of braces and supports for different body parts and conditions.
Innovation and Technology
Thuasne focuses on developing innovative solutions that combine medical expertise with technological advancements, such as 3D printing and smart textiles
DonJoy emphasizes the use of cutting-edge technology in their products, such as adjustable hinges, compression systems, and advanced materials for improved comfort and performance.
Ossur is known for its innovative approach to orthotics, incorporating advanced technologies like carbon fiber materials, smart sensors, and microprocessor-controlled systems into their products.
Breg incorporates innovative features into their braces, such as adjustable straps, lightweight materials, and ergonomic designs for enhanced functionality and patient comfort.
Quality and Durability
Thuasne maintains strict quality control measures to ensure the durability and effectiveness of their orthopedic products, meeting international standards.
Ossur is known for producing high-quality orthotic products that are durable and long-lasting, ensuring optimal support and functionality for patients.
DonJoy is recognized for its commitment to quality, using premium materials and rigorous testing to ensure their braces and supports are durable and reliable.
Breg is dedicated to producing durable and high-quality braces, utilizing advanced manufacturing processes and materials to ensure longevity and patient satisfaction.
Customer Support and Service
Thuasne prioritizes customer satisfaction, providing support through their customer service team, online resources, and partnerships with healthcare professionals.
Ossur provides excellent customer support, offering educational resources, fitting guides, and access to certified orthotists to assist patients and healthcare professionals.
DonJoy offers comprehensive customer support, including product training, fitting assistance, and access to a network of orthopedic specialists for personalized care.
Breg offers customer support through their dedicated team, providing assistance with product selection, fitting, and ongoing care.
Market Presence and Reputation
Thuasne is a leading orthopedic company in Europe, known for its wide range of orthotic products and commitment to patient well-being.
DonJoy has a strong presence in the sports medicine market and is well-regarded for its performance-enhancing braces and supports.
Breg is a reputable brand in the orthopedic industry, trusted by healthcare professionals and patients for their quality braces and supports.
Ossur is a globally recognized brand with a strong reputation for producing high-quality orthotic products and innovative solutions.
Qualitative Research
1v1 Interview Questions
Can you describe your experience with searching for and purchasing orthotic devices? What challenges or frustrations have you encountered in the process?
How often do you consult with physicians or orthotists when searching for orthotic devices? What factors influence your decision to seek professional advice?
Can you walk me through your typical process of finding and purchasing orthotic devices? What steps do you take, and what tools or resources do you use?
What specific information or features do you look for when researching orthotic devices online? How do you determine if a particular device is suitable for your needs?
Have you ever had any difficulties or confusion when navigating websites or platforms related to orthotic devices? If so, can you provide some examples?
How important is it for you to have access to online consultations with physicians or orthotists during the process of searching for and purchasing orthotic devices? What benefits or drawbacks do you see in this approach?
Can you share any specific pain points or frustrations you have experienced when interacting with physicians or orthotists in person? How do you think an online consultation could address or alleviate these issues?
Are there any specific features or functionalities you would like to see in a website or platform dedicated to orthotic devices? How do you think these additions would improve your overall experience?
How do you currently make decisions about which orthotic devices to purchase? Do you rely on recommendations from healthcare professionals, online reviews, or other sources of information?
Can you describe any specific situations or scenarios where you feel an online consultation with a physician or orthotist would be particularly beneficial?
AUDIENCE
Click Icons below to view users response Patient -User Replies
Care Giver Replies
Healthcare Provider Replies
Athlete-Casual User Replies
Quantitative Research
Online Survey 
USER PAINPOINTS
Take Aways
Limited Customization Options
Users find that the website does not offer enough customization options for their specific needs. This can be frustrating for individuals who require a highly personalized orthotic brace.
Lack of Clear Product Information
Users struggle to find detailed and accurate product information on the website. This can make it difficult for them to understand the features, benefits, and limitations of different orthotic braces.
Complex Ordering Process
If the website has a complicated or confusing ordering process, users become frustrated and abandon their purchase. A lengthy or convoluted checkout process can deter users from completing their transaction.
Inadequate Sizing Information
Users encounter difficulties in determining the correct size for their orthotic brace. If the website does not provide clear sizing guidelines or offers limited size options, users may struggle to find the right fit.
Lack of Virtual Fitting Services
Without the option for virtual fitting services, users feel uncertain about how the orthotic brace will fit and function on their body. This can lead to hesitation or dissatisfaction with the product.
Limited Customer Support
If the website lacks responsive and helpful customer support, users feel frustrated when they have questions or encounter issues with their purchase. A lack of timely assistance can negatively impact the user experience.
Unclear Return and Refund Policies
Users were hesitant to make a purchase if the website does not provide clear information on return and refund policies. This lack of transparency can create uncertainty and discourage users from completing their purchase.
High Prices
If the orthotic braces on the website are priced higher than competitors or perceived as overpriced, users be deterred from making a purchase. Price sensitivity is a common pain point for users when considering orthotic braces.
Feature NarrativeUser-Friendly Interface
OrthoConnect+ prioritizes ease of navigation with a clean and intuitive layout. The homepage prominently features a search bar, allowing users to quickly find the desired orthotic device. Personalized recommendations based on user preferences and previous searches further enhance the browsing experience.
Online Consultations
To address the need for expert guidance, OrthoConnect+ offers online consultations with physicians and orthotists. Users can schedule appointments, discuss their requirements, and receive personalized recommendations. This feature ensures that users make informed decisions and have access to professional advice throughout the purchasing process.
Virtual Fitting
OrthoConnect+ leverages augmented reality technology to enable users to visualize how the orthotic device will look and fit on their body. This feature saves time and effort while instilling confidence in the purchasing decision.
Secure Checkouts
OrthoConnect+ prioritizes user data security by implementing robust encryption protocols and partnering with trusted payment gateways. This ensures that users' personal and financial information remains safe and protected during the checkout process.
USER JOURNEY MAP
“When UX doesn’t consider ALL users, shouldn’t it be known as “SOME User Experience” or… SUX?” -Billy Gregory.
GOALS
The Goal for users of this website is to create a user-friendly and intuitive interface that allows for easy navigation and search functionality. This will ensure that users can quickly find the information they need to compare different options and make informed decisions about purchasing an orthotic brace. This will provide a clear and detailed product descriptions, along with virtual fitting services and customer reviews that will help users feel confident in their choice and reduce the need for contacting customer support.
TASK
Find and purchase a custom orthotic brace that meets my specific needs.
Compare different orthotic brace options and their features to make an informed decision.
Access detailed product information and specifications for orthotic braces.
Utilize virtual fitting services to visualize how the orthotic brace will fit and function.
Read customer reviews and ratings to gauge the quality and effectiveness of orthotic braces.
Contact customer support for any inquiries or assistance regarding orthotic braces.
Securely complete the purchase of an orthotic brace and receive clear information on shipping and returns.
Access educational resources and information about orthotic braces to make informed decisions.
Explore any discounts, promotions, or bundle offers available for orthotic braces.
Follow up with aftercare instructions and support for the orthotic brace purchased.
STAGES
PURCHASE Awareness
User becomes aware of OrthoConnect+ through various channels such as online advertisements, word-of-mouth, or healthcare professionals.
User may have a specific orthotic need or be interested in exploring orthotic services.
Research and Consideration
User visits the OrthoConnect+ website to gather information about the services offered, including virtual fitting, online consultation, secure payment, and 3D printed orthotics.
User explores the website's features, reads testimonials, and compares OrthoConnect+ with other orthotic providers.
User may also seek additional information from customer support or through online forums.
Account Creation
User decides to proceed with OrthoConnect+ and creates an account on the website.
User provides necessary personal and medical information, including any relevant prescriptions or diagnoses.
User may also need to upload images or measurements for virtual fitting purposes.
Virtual Fitting
User schedules a virtual fitting appointment with an orthotic specialist through the website.
User follows instructions to capture necessary images or measurements for the fitting process.
User attends the virtual fitting session, where the specialist guides them through the process, asks questions, and provides recommendatios.
User may also opt for an online consultation with the specialist to discuss specific concerns or requirements.
Product Selection and Customization
Based on the fitting and consultation, the user receives recommendations for suitable orthotic products.
User may customize their orthotics based on personal preferences or specific requirements.
User explores the available options, including different materials, designs, and functionalities.
User receives detailed information about pricing, delivery timelines, and any additional services or accessories.
Secure Payment and Ordering
User proceeds to the secure payment section of the website to complete the purchase.
User provides payment details and confirms the order.
User receives an order confirmation and estimated delivery date.
POST PURCHASEProduction and Delivery
OrthoConnect+ initiates the production process for the custom orthotics using their state-of-the-art 3D printer.
User receives regular updates on the production progress and estimated delivery timeline.
Once the orthotics are ready, they are shipped to the user's provided address
Usage and Support
User receives the orthotics and follows any provided instructions for usage and maintenance.
User may require additional support or have questions regarding the orthotics.
User can access customer support through the website or app for assistance or troubleshooting.
OrthoConnect+ encourages users to provide feedback on their experience with the website, virtual fitting, and the orthotics received.
User's feedback is valued and may be used to improve the services or products.
Satisfied users may become loyal customers, recommending OrthoConnect+ to others and potentially returning for future orthotic needs.
USER EMPATHY MAP
User Persona
OrthoConnect+ targets individuals who require orthotic services, including those with mobility issues, athletes and individuals recovering from injuries or surgeries.
DOES
Research
Users spend time researching orthotic options, comparing prices, and reading reviews before making a decision.
Online Shopping
Users prefer the convenience of online shopping and may be more likely to purchase orthotics through a website or app.
Seeking Expert Advice
Users seek expert advice from orthotic specialists to ensure they are making the right choices for their needs.
Prioritizing Convenience
Users prioritize convenience and time-saving when choosing orthotic services
FEELS
Frustration
Users felt frustrated with the inconvenience of traditional orthotic services, such as long wait times and multiple visits.
Concerns about Fit
Users worry about the fit and comfort of orthotics when ordering online without physically trying them on.
Excitement
Users feel excited about the prospect of accessing orthotic services conveniently from their own homes.
SAYS
Convenient Access
Users want easy access to orthotic services without the need for physical visits to clinics or stores.
Quality Orthotics
Users seek high-quality orthotics that are customized to their specific needs and provide optimal support and comfort.
Virtual Fitting
Users want the ability to virtually try on and fit orthotics to ensure proper sizing and fit.
Online Consultation
Users desire the option to consult with orthotic specialists online to discuss their needs, ask questions, and receive expert advice.
Secure Payment
Users expect a secure and seamless payment process for purchasing orthotics and related services.
THINKS
Trust
Users need to trust that the orthotics provided by OrthoConnect+ are of high quality and will effectively address their needs.
DESIGN
LO-FIBelow you will find low fidelity web wireframes
HI-FI
Color Psychology
We wanted to create a sense of trust, professionalism, calmness, and health, which can enhance the user experience and attract potential customers.
Green
Growth and Health
Green is associated with growth and health, which aligns well with the purpose of the website. Orthotic devices and braces are often used to support and improve physical health, and the color green can reinforce this association.
Blue
Trust and Professionalism
Blue is often associated with trust and professionalism, which can help instill confidence in potential customers. When it comes to orthotic devices and braces, trust is crucial as customers rely on the quality and effectiveness of these products.
Calmness and Serenity
Blue is also associated with calmness and serenity, which can create a soothing and relaxing browsing experience for users. This can be particularly beneficial for individuals who maybe seeking orthotic devices and braces due to discomfort or pain.
FEEDBACK FROM FIELD TESTING COMING SOON
ITERATION DESIGN AND SCREENSIZE ADJUST COMING SOON