WellPath — A Symptom Checker Redefined for Reassurance, Not Fear

A UX case study exploring how clarity, empathy, and design ethics meet technology to create a digital companion for early health guidance.

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Introduction: The Beginning of WellPath

It all started with a simple observation:
People were turning to the internet for answers to their health concerns — and leaving more anxious than reassured.

As a designer, I asked myself:

Could a digital experience guide users through symptom checking with empathy, accuracy, and trustworthiness?

The Mission

To create a user-centered symptom checker app that offers gentle guidance, credible information, and cost transparency, while encouraging users to make informed healthcare decisions — not panic-driven ones.

The Design Journey

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Understanding the Users

After initial user interviews and surveys, three main personas emerged.
Flip cards to learn more.

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Problem Statement

Users seeking digital symptom information often experience confusion, lack of clarity, and unnecessary anxiety.

How might we design a digital health tool that delivers clarity, empathy, and informed next steps — without overwhelming the user?

Objectives for the Solution

• Simplify symptom input and diagnosis flow.
• Build emotional trust through tone, visuals, and transparency.
• Offer cost visibility and encourage NHIA health cover enrollment.

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Research & Insights

Methods Used

• Competitor analysis of top symptom checkers (WebMD, Ada Health).
• Surveys and preference tests on Lyssna with early prototypes.
• Heuristic evaluation for usability and ethical communication.

Key Insights

• 57% preferred a reassuring, guided flow (Flow A).
• 25% of those wanted it to be slightly shorter — leading to a hybrid flow.
• Transparency about treatment costs and health insurance increased user trust significantly.

Defining the Scope

Initially, the project included multiple features — symptom checking, doctor locator, NHIA programs, and monitoring.

Through prioritization workshops, I narrowed it down to core MVP features:

1. Symptom Checker
2. Cost Transparency
3. NHIA Health Program Integration
4. Doctors Near Me

User Flows

The first iteration tested clarity of steps and tone.

Two user journey prototypes were created — Flow A (Reassuring) and Flow B (Quick & Efficient).

Outcome:
The hybrid solution merged Flow A’s warmth with Flow B’s efficiency, creating a balance between emotional reassurance and functional simplicity.

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Design Evolution

Mid-Fidelity to High-Fidelity:
As feedback came in, visual design elements emphasized trust, empathy, and ease:

• Rounded corners, soft color gradients, calm typography.
• Conversational tone (“Let’s figure this out together”).
• Smooth transitions between steps.

Validation & Testing

User Testing Highlights:

• Most users completed the symptom check in ≤2 minutes.
• Positive emotional feedback: “It feels calming, not scary.”
• 80% said they’d recommend the app to a friend.

Iterations:

• Simplified symptom input language.
• Added estimated treatment cost range.
• Integrated doctors’ map with location-based results.

Final Hybrid Design

Flow Summary:

1. Splash Screen →
2. Disclaimer & Consent →
3. Symptom Input →
4. Possible Ailments + Drugs Costs →
5. Doctor Finder →
6. NHIA Program Options

View Prototype Video

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Takeaways & Reflection

What I Learned:

• Empathy and ethics must lead every design choice in digital health.
• Balancing reassurance with efficiency creates meaningful engagement.
• Data-driven iteration transforms assumptions into user-centered reality.

Quote to end:

“Design isn’t just about making interfaces intuitive — it’s about making people feel seen, supported, and safe.