DesignsByEduardo

Providing an easy way for millennials to see a healthcare provider

Project overview

Nurture offers millennials the opportunity to instantly get a virtual assessment with a healthcare provider. The user can also manage their health and stay informed about how to stay healthy.

My role

UX/UI Designer 

Research

User Testing

Tools used

Figma

InVision

Process

Research

Mapping 

Prototyping 

Building 

Testing

Duration

3 Weeks

Problem Space

The healthcare industry faces many issues that influence patient interaction with providers. A major issue we will discuss is the lengthy wait time patients have to endure before seeing a healthcare provider in person. By studying this problem in detail and taking into account patient feedback, we will come up with different solutions to tackle this problem.

Research

Millennials are often frustrated with the amount of time they have to wait when they visit a healthcare provider, so I am researching this topic. My goal is to gain a deeper understanding of the problem and its origins. By doing so, I will be able to discover different digital solutions that will help reduce waiting times and get millennials back to their daily lives.

Learning about the users

Secondary research
1


30% of patients have left a physician’s office before being seen due to extensive wait times.

2


It can take up to 2 hours to assess new patients and complete paperwork.

3


It is possible for other patients to experience alonger waiting time as a result of late arrivals.

4


A slow check-in process at the front desk delaysthe operation and extends wait times.

A deep dive behind current patients pain points

Primary research

To obtain insight into roadside assistance experiences from past users, I conducted four indiviual interviews. After conducting the interviews, I was able to identify some general pain points, motivations, and behaviors. Utilizing an affinity map, I derived four main themes and insights after organizing my notes based on my findings.

Affinity Mapping
Pain Points

Waits more than 30 minutes at the doctor’s office

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Doesn’t like waiting in crowded areas

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Doesn’t have accurate waiting time

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Feels rushed by doctors when visiting 

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Behaviors

Uses app to make appointments

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Follows a set schedule

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Looks for health recourses online

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Has reading materials to prepare for wait

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Motivations

Want to see doctor virtually if going in isn’t needed

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Better communication with doctor

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Convenient way to be able to meet with doctor

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Wants to manage and see health stats confidentially

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Insight Summary

Use of Extra Time

Millennials want to spend less time in the waiting room so that they can maximize their daily productivity.

Effectiveness

Offering millennials, a more convenient and effective way to meet with doctors in order to reduce large crowds and wait times in waiting rooms.

Communication

Millennials want to have better communication with their doctor and more time to discuss their health without feeling rushed.

Design Challenge

How might we improve the waiting experience for millennials seeking healthcare in order to ensure they get the best care quickly?

Exploring Design Intervention Opportunities

Persona

After determining the “How Might We” question, we had to create a persona to fully encompass our target audience. The purpose of creating a persona is to understand the needs of users and create a digital solution based on the findings, insights, and interviews conducted.

Mid-fi prototype

After I had finished creating my solutions sketches, I turned them into actual working greyscale prototypes. Here, we look at how users will interact with the product before adding any colors or images.

Fixing usability issues

As soon as I received feedback from the usability testers, I began to analyze the note and notice common concerns across all of them. With a revised prototype, I was able to address all their concerns.

Final Product

As soon as my usability testing was complete, I designed a design system for Nurture that included colors, fonts, and an easy-to-use user interface that best represented this brand.

Key features

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The branding process began after I finished my final greyscale prototype. To ensure a consistent and cohesive digital experience, I created a visual identity for the RoadRescue app. I established keywords to remember throughout the process to help me conceptualize the emotions I wanted users to experience when using the app.

Key learnings & next steps

Key learnings

I learned the most important lesson from this endeavor was to conduct user tests; more specifically, to test early and often. As a result, I was able to lead more user-centered design narratives, which gave me valuable feedback and insight ahead of time.

Using a human-centered design process, it helped me further understand the problem space. In order to understand the root of a problem and identify possible solutions, I often asked “why” to problems I faced. As a result, I was able to come up with a solution while keeping the user’s frustrations in mind.

Next steps

My next steps would be to expand on the task flows to fully build out the app. As well as adding additional features that were recommended when doing the usability testing sessions.

The long term goal for RoadRescue is to build out the providers side of the digital product and then hand it of the developers to create a functioning product. 

 

 

Thank you for taking your time to view RoadRescue's case study

Feel free to contact me if you have any questions about this project or if you just want to chat 🙂

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