UX Research
Service Design
University of Pittsburgh Medical Center
(Dr. Paul.J.Joudrey)
UX Research, App Design
6 weeks
Prototype Testing, Stakeholders Interview
3 Designers (Jiwon Pyo, Ruby Wu, Sam Ho)
In response to the growing opioid crisis, we identified a critical need for a digital solution to support harm reduction initiatives. Our team set out to design an app that would serve as a comprehensive resource library and information search tool for opioid users, aiming to facilitate healthier living choices.
• Connect to Local Resources: Connect users to local support services that extend beyond opioid abuse, tailored to enhance their well-being.
• Path to Comprehensive Support: Connect users to local support services that extend beyond opioid abuse, tailored to enhance their well-being.
• Identify and define the core value proposition for opioid users.
• Integrate real-world insights from stakeholders into the app's functionality.
• Develop a user-centered UXUI through iterative testing and improvement.
Berry Community-based Resource Hub without Stigma
Through three rounds of evaluative research and iterative design, we successfully designed a fully-fledged app from scratch.
By inverting traditional UX research methodologies, we developed an agile approach that integrated early prototyping with continuous user validation, enabling us to rapidly test and refine our core service concepts through hands-on, iterative design cycles.
Our preliminary research examined challenges in accessing support for substance use. We conducted a literature review on harm reduction, evaluated existing platforms, and mapped user journeys. The goal was to uncover barriers to finding local resources.
Fragmented Information
Users struggle to navigate available resources, often relying on informal sources like Reddit.
Lack of Trust in Systems
A history of negative experiences with healthcare providers contributes to a lack of trust.
Social Stigma & Discouragement
The stigma of addiction and the complexity of decision-making discourage help-seeking behavior.
We designed a rapid service concept and app features and developed a low-fidelity prototype to communicate our product strategies and ensure alignment with the client.
Easy Start
Provide seamless navigation and quick access to resources for all users.
Trust Building
Provide reliable information and improve communication between patients and supporters.
Self-Empowerment
Empower users by helping them set and achieve personal goals throughout their app usage.
Objective: Validate the overall concept and explore potential feature directions.
Methods: Concept walkthrough, collaborative discussions.
Users value the ability to set personal goals as a starting point for improvement beyond reducing drug use.
Incorporated a flexible goal-setting system that includes broader life improvement objectives.
Users need a more intuitive and accessible way to connect with Peer Navigators for support.
Introduced prominent Peer Navigator access on the main page and added a floating chat button for seamless communication.
A neutral and inclusive visual design helps reduce stigma and encourages user trust.
Enhanced UX writing and personalized onboarding to ensure a stigma-free environment, emphasizing inclusivity and approachability.
*Peer Navigator is a community member with lived experience in recovery who provides trusted support to essential resources for individuals using drugs.
Objective: Test detailed functionality and UX writing.
Methods: In-depth interview, think-aloud protocols, task completion scenarios
Provide clear guidelines for visiting institutions, such as ID and insurance requirements.
Enhanced the treatment center information pages with detailed visit requirements and directions.
Peer navigators stressed the need to know if reviews are from patients or family members, as perspectives differ.
Reviews were categorized by user type (e.g., patient or family member) and supplemented with commonly mentioned keywords to enhance clarity and relevance.
Following two rounds of evaluative research, we refined our information architecture (IA), created an optimized user journey map, and developed a high-fidelity prototype. This iterative approach ensured that our final design was deeply rooted in user needs and research findings, embodying evidence-based UX practice.
Connecting opioid users to reliable support, resources, and local communities for a safer and stigma-free journey.
