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.
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.
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.
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.
Waits more than 30 minutes at the doctor’s office
Doesn’t like waiting in crowded areas
Doesn’t have accurate waiting time
Feels rushed by doctors when visiting
Uses app to make appointments
Follows a set schedule
Looks for health recourses online
Has reading materials to prepare for wait
Want to see doctor virtually if going in isn’t needed
Better communication with doctor
Convenient way to be able to meet with doctor
Wants to manage and see health stats confidentially
How might we improve the waiting experience for millennials seeking healthcare in order to ensure they get the best care quickly?
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.
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.
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.
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.
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.
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.
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.
Feel free to contact me if you have any questions about this project or if you just want to chat 🙂