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Project Overview
Challenge
Patients often encounter challenges when attempting to book appointments, primarily due to the limited availability of doctors. This can lead to frustration and delays in receiving necessary medical care.
Furthermore, doctors face difficulties in effectively communicating with patients for various reasons, such as language barriers, differing communication styles, or complex medical information that needs to be conveyed clearly. These communication challenges can impact the quality of care provided and may result in misunderstandings or missed opportunities for effective treatment.
Opportunity
Implementing solutions to improve the appointment booking process and enhance communication between doctors and patients. Initiatives not only enhance the overall patient experience but also contribute to more effective healthcare delivery and better health outcomes.
Solution
Aligning patients with professionals based on availability simplifies appointment booking, while visual resources aid those with language barriers or difficulty understanding medical terms. These measures enhance accessibility and comprehension, improving the healthcare experience.
“I made an appointment with wrong department due to miscommunication.”
John P.
“They are never available when I am.”
Han C.
“Because I rescheduled an appointment, I need to wait another month.”
Karen H.
“I can’t understand what it means.”
Kelly J.
Carried out an interview of 10 participants including 4 medical professionals to gain insights into the user experience interacting with medical providers and to identify obstacles for enhancing the experience
40% recipients contact the medical providers to
make an appointment
60% recipients contacts them via application
40% recipients face availability & communication obstacles
throughout their experience
Recipients
40% providers struggle with no-show & communication
50% providers communicate with recipients via email
due to the absence of alternative systems
60% providers face difficulties to communicate due to language barrier
Providers
Conducted a survey with 300 participants to gather quantitative insights, primarily focusing on identifying obstacles to enhance the experience
Obstacles
36% participants struggle with lack of availability
33% participants conflict to comprehend information provided
43% participants experienced miscommunicate due to terminology
AEIOU Framework was utilized to visualize insights and information and sort them into patterns which ground understanding of human problems that actually exist
Competitor Analysis was conducted to comprehend how other prominent organizations in the industry are addressing the issue
To synthesize the qualitative data and gather valuable insights from the research, created Affinity Map by organizing and labeling keywords into groups based on emerging common patterns
Contrived POVs & HMWs and Storyboards of users experiences to check the feasibility of the solutions
Point of View
I’d like to explore ways to help medical recipients to have support from the provider aligned with the availability of recipients, not that of providers, because the recipients often face difficulties to get service due to availability of providers.
I’d like to explore ways to help medical recipients to schedule or reschedule appointments with a simplified process and provide notification, reminder, and confirmation prior to appointments.
I’d like to explore ways to help interaction between medical providers and recipients with language barriers, because the language difference often causes miscommunication and delays the process.
How Might We
How might we be able to provide medical services to recipients based on their availability?
How might we be able to allow medical professionals to deliver information to recipients with language barriers without making miscommunication?
How might we be able to simplify the process to schedule or reschedule appointments and ensure the attendance of the recipients?
Storyboard 1
Storyboard 2
Created Personas to amplify the user's goals, motivations, needs, and frustrations with respect to the product
Persona 1
Persona 2
Employed a Venn Diagram, which incorporated business objectives, technical requirements, and user research findings, in order to ascertain a comprehensive set of features for the product
This process allowed for effective task prioritization and informed decision-making
Completed Card Sorting to understand user mental models: how users recognize and group the information provided throughout the process of making appointments
The Impact vs Effort Matrix was utilized to make determinations about which features are essential, prioritizing the delivery of the most value in the shortest amount of time.
The result allows to create a sitemap aligned to the user’s information architecture
Categorization was successful since card assortments of each participant were similar to one another
Site Map
Developed a Site Map to comprehensively understand the current pages and screens, facilitating the construction of a seamless flow for the new feature.
User Flow
Understanding the decisions users would make as they navigated through the new feature was a critical aspect. To achieve this, I structured a User Flow that guided individuals through the note taking process.
Task Flow
Following comprehensive research and gaining a deeper understanding of user needs, developed three essential Task Flows to provide a visual representation of the pathway for the new feature
Wireframe
Throughout the Wireframe process, my primary focus is on establishing a platform structure that is both clear and logically organized. I engage in experimentation with various layouts and information architectures to ascertain the most effective means of conveying information to the user
Furthermore, I place great emphasis on ensuring that the wireframes are in alignment with the project's objectives and requirements, while also addressing the specific needs of the intended audience
Lo-Fidelity Wireframe Sketch
Lo-Fidelity Wireframe
Design System
High-Fidelity Wireframe
Usability Test
The objective of the Usability Test was to systematically assess the ease of use of the product, analyze user navigation behavior, and acquire valuable insights into the overall user perception of the product
Final Design
In response to feedback from usability testing participants, Refined and Iterated upon the design
If you are not feeling well…
Share Availability to be Matched with a professional with Aligned Availability!
Generative AI will assist users by offering tailored suggestions to help them make informed decisions when scheduling Appointments.
Aligned Availability with professionals enables them to find convenient time slots for Rescheduling appointments with greater ease.
Conclusion
Overall
BRIDGE The design optimizes users' access to services by aligning them with medical providers based on their availability, ensuring that appointments can be scheduled at convenient times. By facilitating clear communication between users and medical providers throughout the interaction, the system enhances the overall experience, allowing for better understanding and effective collaboration in addressing healthcare needs. Through its user-centric approach and emphasis on accessibility and communication, the system aims to streamline the process of accessing medical services, ultimately improving satisfaction and outcomes for both users and providers.
The solution proves to be efficacious for both END-USERS and the BUSINESS.
End - User
Users benefit from enhanced access to services, as the availability of medical providers aligns with their own schedules. Furthermore, the implementation of AI technology enables users to make decisions with greater clarity, reducing the likelihood of errors that could otherwise cause delays in the process. By leveraging these capabilities, the system empowers users to navigate their healthcare journey more efficiently and effectively, ultimately improving the overall experience for all involved parties.
Business
The implemented design has successfully minimized instances of miscommunication between medical providers and users, thus alleviating delays and negative impacts on the overall experience. Additionally, the decrease in the frequency of cancellations, rescheduling, or no-shows, often stemming from communication issues and lack of commitment, has had a positive impact on the business.