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Patients First

Patients First

Patients First

Patients First

It shouldn’t be this hard to get a diagnosis.

It shouldn’t be this hard to get a diagnosis.

It shouldn’t be this hard to get a diagnosis.

It shouldn’t be this hard to get a diagnosis.

Empowering patients and relieving overwhelmed hospitals.

Empowering patients and relieving overwhelmed hospitals.

Empowering patients and relieving overwhelmed hospitals.

Empowering patients and relieving overwhelmed hospitals.

The client.

Patients First is a hypothetical government-led initiative aimed at improving healthcare for patients. As it was a 2 week project, our final product was intended to be presented in Mid-Fidelity.

Timeline

2 weeks

My Role

UX Researcher

UX Designer

UI Designer

The Problem

Each year in Canada, there are over

2,700,000 avoidable ER visits

Over 46% of all visits to Canadian Emergency Rooms (ERs) were for medical conditions that could have been treated in a family practice or another alternative care setting.

😩

but why?

Let's find out!

I conducted interviews with my target users to learn about their pain points, motivations and behaviours in their experience with the ER.

Participants

Young Adults

25-35 years old

Format

1 to 1 in Person

Video Call via Zoom

Kyle

Age: 25

Age: 25

Age: 25

Lynn

Age: 27

Age: 27

Age: 27

Hannah

Age: 33

Age: 33

Age: 33

I don’t know how to really define what would be considered ‘serious’.”

One theme stood out from the others.

Uncertainty

Uncertainty

Uncertainty

Canadians are not equipped with the necessary knowledge or tools to accurately identify their medical conditions, and determine the appropriate next steps for seeking medical care.

So who is our target user?

Haus is an avid young photographer who’s currently only covered by public health insurance. She is a user persona created from the interview insights I received.

Frustrations

  • Doesn’t want to waste time at ER for something potentially minor, but would rather be safer than sorry

  • They don't know what type of care is needed for undiagnosed ailments is frustrating

Goals

  • Desires resources and people she can trust

  • Wants more confidence in knowing where and how to seek appropriate care

Understanding Haus helps us empathize with the nearly 3,000,000 Canadians each year with potentially avoidable ER visits.

How might we empower Canadians with the knowledge and confidence they need to seek the most appropriate care for their medical conditions so that we can reduce avoidable ER visits and enhance overall patient experience?

Considering people like Haus

Knowing that Haus tends to be safer than sorry, and often doesn't know what type of care they need, I decided on an appropriate solution.

Getting a Diagnosis

As an undiagnosed person, I want to input my symptoms so that I can know where and how if necessary to seek medical care.

Let's grab our pen and paper!

I landed on these as my solution sketches before

Home
Searching
Details
Call Screen

Version 1

Home
Searching
Details
Call Screen
Makes sense to me! But what about unbiased people?

Here's the situation.

Imagine you have been experiencing some discomfort in your ear today. Your ear has been really itchy, it’s been a little difficult to hear, and you feel a faint fever coming.

How would you go about getting a diagnosis?

🤒👂

Here's what we found.

I created a Design Matrix to prioritize usability improvements based on their impact on user experience relative to effort.

The 5 most effective changes

These items provide the greatest impact on usability and user experience relative to the effort required.

Most changes were focused on one screen in particular.

I was scared to press it.

- Tester 1

Ear Infection Screen

Issues

  • Testers were very hesitant to tap on the Video button

  • Testers were unsure of what the Chat and Video button would do

  • Testers believed tapping on video button would instantly bring them into a video call

Solution

  • Changing the Video icon to a Call icon would reduce intimidation and hesitance that testers felt

  • Labels were added to the Chat and Call button to provide more clarity to what tapping these buttons would do

  • A large “Join Waiting Room” button also alleviates hesitance about what will happen when tapping the Call button

Features that will empower Canadians

Input your symptoms

Your feed will contain posts that contain two sides to the story

Preliminary Diagnosis

Cultivate a story that shows more to the story than what someone first sees

Call a Doctor

Be a part of the community that you want to foster greater authenticity in!

Each year, Patients First will save Canadians and hospitals over

2,700,000 avoidable ER visits

What's next?

🎨 Color Injection and Hi-Fi!

The functionality has been tested and iterated. Now all that's left is to consider branding and the hi-fidelity design as I move into creating the MVP of Patients First.

❓ How will privacy work?

As this was a 2 week timeline, there are definitely a lot of unanswered questions and edge cases to consider. What type of verification and security would Patients First need to be used safely and securely by both patients and medical professionals?

Thanks for reading!

Let's talk!

Email

📭

© 2024 Suph Sabanathan