ROLE
UX & UI Designer
SKILLS
User Research, Prototyping, UI Design
PROJECT TYPE
Portable Device & Connected Kiosk Design
RESULTS
Design Proposal with Mid-fidelity prototype
TEAM
Team research, solo design execution
Project
Background
This project aimed to enhance the shopping experience for international students in Melbourne, a rapidly growing community facing unique challenges. Pharmacy shopping, in particular, emerged as a key pain point due to language barriers and unfamiliar healthcare systems. We focused on Chemist Warehouse, the most widely accessible pharmacy chain for students in Melbourne. Our team conducted research part as a group of four, but from the design proposal, it was developed as a solo project.
The Problem
Imagine being in a new country,
where even buying medicine feels like navigating a maze.
For international students in Melbourne, especially those with limited English, large pharmacies like Chemist Warehouse are overwhelming and confusing. The lack of accessible information in their native languages leaves them anxious and unsupported. Alone in an unfamiliar environment, they struggle to make confident healthcare decisions, risking disruption to their studies and well-being.
User Research
To design for real needs, we had to start with real stories.
We set out to understand the full experience of international students at Chemist Warehouse—from what drives their health decisions to the emotional challenges they face during their shopping journey.
Target User Profile
To design with empathy,
we needed to know who we were designing for.
# International Students
# 18-35 years
# Shops at Chemist Warehouse
Demographics
Behaviours & Psychographics
Device &
Software Usage
Research Methodology
To hear their stories, we went straight to the source.
5 interviews with international students who had recently purchased health-related products at Chemist Warehouse.
📝 A structured interview guide was prepared.
🎥 Audio recordings and photographs were taken for data collection.
To validate the interviews, we observed real shopping experiences through two rounds of observations, each with a different approach.
General Store Observation
We visited Chemist Warehouse in Melbourne CBD to observe general customer behaviour, focusing on:
• Store layout & ambiance
• Product shelving & packaging
• Customer interaction & navigation
• Staff engagement with customers
• Waiting time for pharmacist consultation
Shadowing a Shopper
One interviewee recreated their recent shopping experience.
• We video-recorded their journey to analyse real-time interactions.
• Findings were documented for further insights.
Data Analysis
We transformed raw conversations into clear patterns to guide our next steps.
To make sense of our qualitative findings, we used affinity mapping to group observations from user research into key themes. This process helped us uncover recurring struggles and unmet needs, which became the foundation for our user personas and empathy maps.
Key Insights
& Pain Points
Three core pain points emerged,
shaping how we approached the design.
Language Barriers Complicate Shopping
Many international students struggle to understand product labels and descriptions, leading to longer shopping times and uncertainty.
Limited Access to Healthcare Advice
Students need quick and clear medical guidance when purchasing health-related products. A lack of pharmacist availability and confusing product information make decision-making difficult.
Difficulty Finding Reliable Information
Health is a top priority, and students actively seek trustworthy sources.
Key Quotes
Design Solutions
Each solution was crafted to directly respond
to what students needed most.
Language Accessibility
Incorporate multilingual support to help students easily understand product details.
Simplified & Guided Healthcare Access
Provide clear, step-by-step guidance for accessing health services and pharmacist support.
Trustworthy Health Information
Ensure information is verified, accurate, and presented in an easy-to-understand format.
The solution
From arrival to daily life,
Mediphin supports students with confidence and care.
Mediphin is a smart, portable device that empowers international students in Melbourne by delivering essential health support. It tracks their daily activity and well-being—such as sleep, movement, and stress levels—and translates this data into personalised health insights. By connecting with pharmacy kiosks, it also enables students to receive real-time, contextual medical guidance. From arrival to everyday life, Mediphin helps students navigate healthcare with clarity and confidence in a new environment.
Key Features
The final design of Mediphin was centred around a few key features, each carefully crafted to address the primary pain points identified during research
Real-time Monitoring
The portable device continuously analyses health data and alerts users to potential risks. Provides directions to the pharmacy and assists in navigating items within the pharmacy.
Seamless Interaction
The kiosk and portable device automatically exchange data, ensuring users do not need to exert effort searching for or sharing information.
Remote Expert Support
Trained experts use the user’s preferred language to address health concerns, effectively solving language barriers and providing reliable, in-person information.
Key Offerings of Mediphin
Preliminary Medical Checkups
Before international students travel to Melbourne, a test kit is sent to their home for pre-departure medical checkups, allowing them to store important health data.
Portable Device (smart card case)
This device stores all medical records and can detect changes in the surrounding environment, analyzing all data. It also functions as a card case, allowing students to store their ID card or Myki card.
Section Kiosks
Installed in various pharmacies, these kiosks interact with the students' portable devices to provide them with the support and information they need, including access to remote specialists.
User Journey
A step-by-step look at how Mediphin operates
across the service journey.
This user journey demonstrates how the service operates, assisting users at various stages and highlighting the roles of each device. It addresses how the service solves language barriers, provides reliable information, and minimises the effort users need to spend searching for information.
User flow map
I created a user flow map that shows how three key problems can be solved at each step.
The map also provides an easy way to see user flow in physical space and digital interactions.
Prototypes
To aid understanding, the UI is primarily designed in English, but all text changes to the preferred language once it is set in the real service. I have also included foreign language screens to further assist comprehension.
Tutor Feedback
Congrats on a fantastic work!
Your effort truly shines through with a creative and original approach to tackling pharmacy shopping challenges, setting a strong example in conceptual prototype design. The impact your design solution and prototypes have on enhancing user experience and engaging the audience is remarkable. You've demonstrated a profound understanding of user needs and effectively communicated your ideas with clarity and professionalism.
Your commitment to design research, interaction design solutions, and presentation skills is very well done. I particularly enjoyed the name of your proposal, UI visual style and the way this connects with students.
Keep up with the good job!
Paulina Noches
Reflections & Takeaways
