Improving Registration & Adoption

Lumedic Connect

My Role

UX Designer

Team Compilation

Engineering Director, UX Researcher, Product Manager

Duration

3 Months (End-to-End Design)

Overview

Lumedic Connect is a mobile app that allows patients to securely store and share their COVID-19 vaccination records for verification by organizations, businesses, or healthcare systems.

Problem & Goal

Lumedic Connect seeks to provide a trusted, efficient solution for managing and verifying digital COVID-19 vaccination records. However, during the pilot program, registration friction led to user drop-offs, impacting adoption and engagement.

To drive successful user onboarding and maximize the app’s effectiveness, the experience needs to:

• Increase registration completion rates by reducing drop-off points and streamlining the process.
• Enhance user trust and confidence by simplifying identity verification and minimizing confusion.
• Improve accessibility for all users, including those less familiar with app switching, to expand adoption.

By optimizing the registration experience, Lumedic Connect can strengthen user retention, ensure compliance with healthcare verification needs, and position itself as a leading solution for digital health record management.

Design Process

To address the usability challenges in Lumedic Connect’s registration process, I first mapped out the end-to-end steps participants had to take. This revealed two key design challenges:

1. Simplifying the registration process to minimize user drop-offs.
2. Implement an in-app iFrame to provide a seamless registration experience.

Constraints & Opportunities

Given limited development resources, a major overhaul—especially changes to server communication—was not feasible. However, there was an opportunity to modify the existing web portal to create a more integrated experience.

Solution Exploration

To simplify registration, I aimed to keep users within the app from start to finish. Instead of redirecting them to a web portal, I proposed embedding the registration process within an iFrame that seamlessly matched the app’s UI. This approach enabled direct communication between the app and web-based registration, ensuring smoother identity verification. Additionally, messaging was updated to direct users to download the app first, eliminating confusion about where to begin.

By analyzing apps with successful iFrame implementations, I was able to gain insights into best practices for navigation, behavior, and seamless UI integration. These insights helped me ensure the solution was both user-friendly and technically feasible.

Team Alignment & Testing

After presenting multiple design options to the product and engineering teams, we aligned on an optimized registration flow that balanced usability and technical feasibility. This updated flow was then tested in a second pilot study to evaluate its impact on user engagement and completion rates.

Solution & Results

By embedding the registration process within an in-app iFrame and streamlining the onboarding flow, we significantly improved the user experience. The second pilot test demonstrated clear improvements:

• The updated registration flow resulted in a 65% increase in registration completion, significantly improving user retention. The reduction in app-switching also streamlined the process, reducing friction for older or less tech-savvy users.
  

Reflections & Future Improvements

While the updated registration flow was a success, there were opportunities to further refine the process. In future iterations, I would:

• Quantify additional improvements, such as time-to-completion and user confidence levels, to provide deeper insights into the impact of the changes.
  
• Conduct follow-up user interviews to gather qualitative feedback on remaining pain points and potential optimizations.
  

User feedback will be essential in identifying any lingering challenges, and incorporating these insights will ensure continued optimization of the registration process. By iterating on the design based on real-world experiences, we can make the registration flow even more intuitive, ensuring the app’s long-term success and user satisfaction.