GENERAL ASSEMBLY SG UXDI3

PROJECT 1: INTERACTIVE PROTOTYPE OF A MOBILE APP

Why MED1st?

The idea that I have created here is to give the user the power of having the 1st hand ability to achieve their task in the shortest time spent.

It is a place for getting information & taking you where you want to go in the simplest way, hassle free especially if you have to attend to a medical need.

I have noticed when people talk about medical, they tend to be very serious & the atmosphere is usually very solemn. It can also be seen in most medical sites & apps.

My solution in making my app different is to start the interface with looping famous inspiring health quotes..to get my user into a place of empathy where he or she will be psychologically in a positive state before using my app, MED1st.

PHASE 1: USER RESEARCH

In order to solve any problems, the 1st thing to do is to find out what are the touch points the users are facing. I set up face-to-face interviews with some users in the demographics of 20s to 50s who includes some of my fellow classmates. Here’s 4 of them:

I have planned my questions carefully before the start of my interviews. Some of the questions I have asked are as follows:

Question: How comfortable are you with the current waiting time per visit to the GPs in Singapore?

Question: How much time on the average do you spend waiting in the clinic before your number is called?

Pains: Do you face any difficulties remembering to take your medications when you need to?

Context: How you think a support group (certified medical professionals & patients going through the same medical condition as you) can be helpful to you?

Context: Do you think it will be helpful if someone can be there for your loved one during emergency when you can’t?

Behaviour: Have you ever made any purchase of medication from the pharmacy instead of a clinic?

Behaviour: How do you usually pay for your medical bills?

Some of the answers were:

Pains: “It is exhausting to wait so long when you are feeling sick. You just feel like getting in & getting out as fast as you can to head back & rest.”

Pains: “The process takes forever. A waste of precious time. It’s frustrating.”

Behaviour: “I usually pay through my company’s medical benefits.”

Context: “I wish I can get help for my loved one in an emergency as fast as possible & I want to know when emergencies happen even when I am not around. At least I can call for help.”

PHASE 2: SYNTHESISE RESEARCH

Post interview notes:

2 Key important touch point that I came to conclusion after digesting my interviews over & over again:

1. Long waiting time
2. When emergency call, I want to find help even I am not with the one in need.

With that, I set up my affinity diagrams to get a clearer view of what the priorities are so as to plan what my app should contain.

THE BRIEF:

Use of one of the key problem statements & create the mobile prototype that solves that problem.

In addressing Point no.1, I realized there are already multiple medical apps that surrounds the problem of booking an appointment time. So what makes my app unique?

This is my answer.

“Say the problem is booking an appointment. Then I want to make a 2.0 Version of it. Something better, an app that not only answers the brief but to create a much better user experience that understand the position of the user. Knowing that when you are sick, you want to get to see the doctor as soon, not wasting extra time & get out as soon to go home to rest & get well.”

Point 2, before I ask my users the question, I already have an awesome idea in mind that I know it will be a need in the future, if not now.

USER FLOW

Lets go through my user flow after I solidified them in my thought process. Its time to sketch it & put it on paper.

Let me now bring you through the user flow in real time:

Step 1: Looping famous quotes. E.g. Virgil once said, “The greatest wealth is health.”

Step 2: The Registration/Log In page

Step 3: Personal details needed. Once entered, the user’s medical history is shown in his/her profile page.

Step 4: The main home page can be customized according to the user’s preference while the live news will always stays at the top.

Book a number: For advance medical appointment bookings where live updates of the waiting list can be found.

Reminder: Store appointment dates & set notifcations.

Health record: Personal & family tree of medical history can be found where doctors can examine its records in an instant for quicker diagnose.

Support: A community of certified doctors & patients. A place to share information & seek help.

Live Events: Real time live broadcasting of health talks globally with 360 and VR videos.

Need help: Search for specific professional doctors by their area of medical practice.

Be of help: Add family memebers or friends & be their direct source of reach in times of emergencies. E.g. If their health detector (wristband or any others) detects abnormality or danger, it notifies them immediately.

Step 5: Choose your doctor from various categories or set your preferred doctors into your own personal list.

Step 6: Choose from location or A-Z listings of clinics under MED1st.

Step 7: Choose maximum 3 clinics to compare or proceed with one.

Step 8: Details of clinic services. Reviews from past patients can be seen when user click the heart button.

Step 9: Booking of a waiting number. Live updates of current serving number is also displayed.

Step 10: Auto check-in when the user reaches the clinic.

Step 11: Instant notification of transaction medical bill shown with complete details of the consultation, where it is billed to & sending of eReceipt & eMC to company if its being charged. That saves the time for the user to submit any medical claims to his/her office’s HR.

Step 12: Acknowledgement & thank you notes are shown once it is sent.

PROTOTYPE & A POSSIBLE SCENERIO OF THE STORYBOARDING

Introducing MED1st: Your Personal Medical Concierge

The link: https://invis.io/F57IS78AD#/163823910_20

SCENARIO: Mr Joseph feels sick. He goes to his regular doctor only to know that the queue is incredibly long. He opens the MED1st app immediately to search for alternatives around where he is. MED1st gives him a list of suggested clinics near him with live information of the current queue number & estimated waiting time. He picks 3 to compare & clicks on his selected clinic & made the booking with his preferred choice of payment. When he reaches the clinic, MED1st auto checked him in without the hassle of registrating at the counter. After his consultation, he promptly receives his eRecipt + eMC & send to his company for medical claims & to inform his HR of his absence through the app. He restfully heads home to recuperates.

TASK: It saves the user a lot of his precious time especially when he is unwell. Every aspect is taken care from booking a cab/finding directions to get you there & erasing the need of physical payment, submission of claims & MC.

USABILITY TESTING — MED1ST PROTOTYPE

Key issues & findings found via the usability tests among some users.

I have got pretty good reviews from my users for the content of the app.

“You have thought through every possibilities that the user may face.”

“I love the health quotes as its surely empathetic to the user.”

“I love the rich content though not sure if it should includes the live news on health.”

“I think it’s well planned in the user flow. Just one point I feel can be improved which is under listings, it would be good that it can include A-Z buttons for easier find.” — Chloe, UX classmate

“I think the eReceipt & eMC is a brilliant move as it not only saves the user time in the clinic but also the post-consultation. The app has done far more than meeting a task but it gives good thoughts for the user from start to later…which proves to be a great user experience.” — Jesper Pang, sales & marketing director.

LEARNINGS

I have learnt from the very beginning that to build the best app that users need..always place yourselves in their shoes even before any user research begins.

I have to formulate my questions as I go so as to get to know better if the user would need the feature I have in mind.

NEXT STEPS

Get more users try out the prototype & refine from there after I gather more user reviews.