The Brief

In Korean, Kkachi means Magpie, which is known to be a beautiful song bird, but is also known to forecast a visit from a welcomed guest.

ACE UJIMORI
Mar 27, 2016 · 5 min read

People are not putting their best foot forward when it comes to self-care. Clinics are seeing decreases in overall visits and repeat patients.

I talked to a friend and learned that she refrains going to see her physician because she doesn’t feel organized or comfortable. Initially a medical record organizational app was created to put her anxiety at ease in order for her to feel confidant to see her physician, however many other people seem to share her distaste of seeing a physician.

Why were are 25% of people not going to see their physician on a regular basis?

After gathering data from my survey, interviews, and contextual information.

Insights:

  • Fear of the time commitment
  • Fear of being judged
  • Fear of the unfamiliar
  • Fear of the lack of support

Service Blueprint

By interview and observation

I took this opportunity to see my own physician and talk to him about what goes into a doctor’s day to day activities and operations.

What causes the frustrations, dissatisfactions, and fear of going to the clinic?

According to a study done by the University of Nebraska, “Perceived waiting time is more important than the actual waiting time in predicting the overall satisfaction of the patients. As the perceived waiting time increases, patient satisfaction tends to decrease.”

This research shows that actual waiting time is not as important than perceived waiting time. Thusly any interventions should not only effect actual waiting times but also perceived times as well.

The study also included that amount of waypoints patients came in contact with. Their overall perception of time increased.

Pain points were obtained though my survey, observations, and interviews of users.

  • Wait time intervals
  • Redundant paperwork
  • Lack of stimuli
  • Lack of engagement
  • Lack of individualism & support
Rodeny, Gus, and Kaitlyn are in various states of seeking self care but have vastly different motivations and personalities.

The digital solutions help streamline pain point process, helps people gain familiarity with their care providers, and helps care providers expand their reach outside of the confines of their clinic.

Allows users like Kaitlyn fill in basic information that that will keep her from having to compare and contrast insurance, location, and speciality. This lowers her mental barrier to entry and helps her quickly find the care that she needs.

Allowing users like Rodney to be able to visually curate his team of healthcare providers empower him to feel like he is in control of his health.

Scheduling is primarily done over the phone, many errors occur during many phone conversation from ordering food to making appointments.

Patients can also input their symptoms that will help care providers start on a healthcare plan before patients walk through the doors.

Creating good habits are hard, especially for Gus who is getting serious about his health after the age of 40. Helping Gus take medications on a regular basis keeps him on track for a better future.

Notes can also be created to keep track of side-effects so Gus can report them to his physician. From a care provider’s perceptive side-effects can indicate an allergic reaction.

Experiential solutions include conveying comfort throughout the five senses, and humanizing the interactions between care provider and patient.

Gus is not shoved into a waiting room with uncomfortable chairs and outdated magazines. Instead he is welcomed with interesting books to read, comfortable furniture, local art, and offering of teas. The teas serve multiple functions of taste and aromatics.

Local art will also change periodically not only to peak the interest of Gus but also to give the staff a change of setting from time to time.

The examination room is very clean but not sterile. Keeping the physician’s work station close but out of the sightline of the patient is crucial to creating a meaningful bond so the the healthcare provider can work organically as apposed to having to turn away to input information.

The exam chairs are much easier for people with mobility issues as well eliminating the need to hoist someone onto a table.

An exam chair instead of the traditional table keeps the patient and doctor at an equal level. Through prototyping people mentioned that they felt more comfortable receiving an examination from a chair on the same level versus on a table.

During busy time it is easy to forget what is important to us as human beings. We rationalize dehumanizing for the sake of efficiency and end up losing more people in the process. By streamlining the process and by humanizing the experience Kkachi can make every patient feel like a welcomed guest.

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