Rethinking the MySejahtera Experience — A UI/UX Case Study

Source: The Star | Credit: Ong Soon Hin (Shong)

MySejahtera is an application developed by the Malaysian government to mitigate and manage COVID-19 outbreaks. The platform allows users to check in to places they visit for contact tracing, search for COVID hotspots, find healthcare facilities, and access other COVID-19 related resources.

Overview

Role: Product Designer | Design: Figma | Duration: 1 week

As part of an assessment, I was tasked to review, identify key problems, and design solutions to assist the government and nation in managing COVID-19.

Context

New regulations were introduced by the Malaysian government to manage the alarming outlook of COVID-19 cases. It is undeniable that these changes shifted users’ reliance towards the MySejahtera app.

Recent regulation changes

Source: Utusan Borneo | Credit: Mohd Huzaini Daud

Entries only for Low Risk/Casual Contact

According to the latest SOP issued by the National Security Council (NSC) , premises are only allowed to accept customers with Low Risk status or Casual Contact in the MySejahtera app.

Perks for the fully vaccinated

Previously prohibited activities such as dine in, non-contact sports and tourism activities will be allowed for fully vaccinated individuals in Phase 1, Phase 2 and Phase 3 states since 10 August 2021.

The problem

In the face of rapidly changing regulations and procedures, it has become increasingly important that users have access to critical information efficiently and effectively to conduct daily activities.

User research

As a first step, I ran a quick Instagram survey and collected insights from 30 respondents. The aim of the survey was to gather information on users’ current experiences, identify pain points and elucidate areas for improvement

Survey via Instagram

Pros

  • Comparatively to reviews, profiles enable a more descriptive visualisation of user persona.
  • High traffic to collect response due to time constraints
  • Direct messages provide an opportunity to connect and gather deeper insights

Cons

  • Limited questions to gain deeper insights as attention spans are short
  • Data tabulation is not cohesive
  • Users are very segmented (only friends) and do not accurately represent those on the platform

Survey findings

Usage rate

More than 80% of respondents use MySejahtera more than 3 times per week.

Most used & appealing feature

  • Check-in to premises due to government regulations
  • Stay on top of vaccination appointments
  • Gain insight into daily cases and COVID-19 hotspots

Top frustrations of the app

  • Showing profile status before check-in is difficult
  • No notification of vaccine appointments and necessary adjustments to SOPs
  • Insight into COVID origins is lacking
  • Finding information on the app is difficult

Opportunities for improvements

  • A smoother check-in process
  • Insightful and clear statistics for reported COVID-19 cases
  • Clearly defined guidelines for changes in SOPs
  • Notifications of important updates

Findings from reviews

Here are a few highlights from unsolicited reviews I collected from Twitter, the App store, & Google Playstore to create further empathy with users. There is often not enough information to form a universal perspective, but insights provided by the public can be used to expand public discoveries of pain points.

Many users encountered problems proving their vaccination status and profile status before checking-in to the premises.

User feedback has shown that the Hotspot Tracker & Statistics are useful in keeping them informed about COVID-19. Yet, more information and transparency is needed on reported cases.

A missing feature in the current app is the ability to notify users of important updates, such as vaccination appointments & changes to SOP guidelines. Moreover, concerns over language accessibility have been raised.

Observational research

During my grocery run, I observed how users navigate the MySejahtera app during the check-in process. The entire process of checking-in took about 20–30 seconds, beginning with the risk profile and vaccination status and ending with the scanning of the QR code. In two instances, users were unaware they had to present their risk profile status before scanning the QR code, resulting in longer queue times.

User persona

I created two user personas based on my findings in order to create further empathy. Although there are a variety of users, I narrowed my focus on two main users for this redesign due to time constraints.

‘How might we’ statements

My initial step in the redesign process was to convert challenges into potential solutions by rephrasing current problems with question statements.

How might we smoothen the check-in experience for users?

How might we help users stay up to date & find necessary information to help them make informed decisions?

MySejahtera redesign

The list below outlines some of my design audits and suggested design changes aimed at enhancing the check-in process.

Check-in design audit

Design proposal

Redesigned check-in flow
Risk status variations

Users will be directed immediately to the check-in page upon launching the app. A summary of the user’s risk profile and vaccination status can be found here to expedite the check-in experience.

The current splash screen restricts users from accessing other features if they are not checking in. An alternative solution would be to provide users with the opportunity to explore other informative features by making the navigation bar available upfront.

Profile tab design audit

Design proposal

Redesigned profile tab

Users can switch seamlessly between their profile information and COVID-19 test results with the revamped architecture. Especially for smaller devices, this layout is designed to display more information about their risk status and vaccination details. The vaccination certificate can be viewed in more detail by tapping on the chevron icon, which is intended to reduce cognitive load.

Check-in history design audit

Design proposal

Redesigned check-in history

A colour-coded pin system on the Check-in History page makes it easy for users to identify location risk zones at a glance. Search & filter features have been added to simplify search for previously checked-in locations. Access to these features is also within easy reach.

Home page design audit

Design proposal

Redesigned home page with risk status variations

Home page anatomy

Home page anatomy

Personalised background header

Depending on the user’s COVID-19 risk status, the background header changes to communicate the risk status instantaneously.

Reordered features to enhance visibility

The features have been reordered based on two categories; actionable features appear at the top row and informative features appear at the bottom row. Users can scroll horizontally to discover and access content seamlessly.

Crucial updates at a glance

The cases of COVID-19 are shown for quick updates. The latest SOP guidelines, ministry guides, and press releases are all available here for the users to access.

Risk status access point design audit

Design proposal — Access point

Redesigned access point for risk status updates

Revamped access point for risk status updates

The goal of the redesign was to provide additional context to the risk status update feature previously found on the feature menu.

Enhanced risk status criteria page

Icons have been added in an effort to simplify communication and reduce cognitive load. Users can also dismiss this dialog to enjoy a smoother experience for updates in the future.

Questionnaire design audit

Design proposal — Risk status questionnaire

Redesigned risk status questionnaire

Emphasis on accessibility

Steppers have been included for users to be informed about outstanding questions. Moreover, users can choose their preferred language from a variety of options for a more inclusive experience. Each question also has its own page to accommodate different sentence lengths for varying languages & improve visibility for users with vision impairments.

Vaccination design audit

Design proposal

Redesigned vaccination page

The redesigned vaccination page aims to make JKJAV’s resources more visible to users to assist them in making more informed decisions. An in-app browser eliminates friction between user’s native browser and the app for smoother navigation.

Hotspot tracker design audit

Design proposal

Redesigned hotspot tracker

Maps have colour coded location pins to make it easier to identify risk zones. With a tap, users can learn more about cases breakdown and see time stamps to stay up-to-date on updates. Users can use these to track risk levels in different areas, however feasibility remain an area of concern.

Statistics page design audit

Design proposal

Redesigned info tab

In addition to learning more about statistics, users can access recent news updates to keep track of the COVID-19 outbreak. Metrics have also been restructured to facilitate fast scanning & easy comparisons. Filters and colour coded charts helps users to discover & interpret relevant trends with just a tap.

Alerts page (new addition)

New alerts page

This page would be an excellent addition for keeping users up-to-date on crucial details, such as vaccination appointments, case counts, and regulatory changes. Types of updates are also categorised through icons to bring essential content to the point with a touch of appeal.

Prototype

Explore the redesigned MySejahtera prototype here.

Reflections

The MySejahtera team clearly spent a lot of time developing an app that can help prevent and fight the COVID-19 outbreak, especially in these unprecedented times. The team’s efforts should not be ignored, and I hold them in the highest regard.

Redesigning the MySejahtera app within the constraints of time was certainly challenging and eye-opening. The design changes have not been validated, and further user testing will need to be conducted in order to ensure these changes are valid.

Thank you for reading! Feel free to drop your ideas, feedbacks below or reach out to me at puayuqing@gmail.com or Linkedin

P.S: Special thanks to everyone who everyone who contributed to the survey!

Product Designer. Ex-Setelnator. Loves delivering meaningful experiences and coffee.