UXDI Project 1 — MissQ

And so it begins - my very first attempt in designing a mobile app to help making the user’s life better, or at least, easier. The objective was to design a mobile app that helps user to solve a problem and the problem to solve was by eliminating the uncertainty of the user’s waiting time to see a doctor.

The Early Stage
When I learned that I’ll be given a topic on medical, which was chosen by my partner instead of mine, I froze. Even the word medical didn’t sound like it was something “fun” to do. But the further I discussed the topic with my classmates, the more that I believe my design could actually help people who are in need. And that, gives me a sense of a purpose, so thank you Angela!

The Research Process
I asked myself which aspect of the topic should I cover because medical itself is a very broad topic. Should I conduct an interview which covers diets and well-being? Or should I discuss on topics like Singapore’s medical facilities?(Private versus public clinics?). And how how should I structure my questions to identify pain, pleasure, contextual and behavioural points? Too many questions yet too little time. We were not given the luxury of time so I decided to start by asking simpler questions like “When was the last time you see a doctor and why? And how often do you see a doctor last year?” Where would be your common source or channel when it comes to sussing medical information?” I knew these would not go anyway but I had to start somewhere.

Images taken from the interview process from churning out questions to interviews and follow-ups

So I began interviewing 3 people to see if the responds will lead me to achieving my objective. At first the answers were scattered and didn’t have much for me to focus on to and neither did it brought me closer to what I thought I was going to solve. Then I started to tweek my questions for the next few interviews and probe to suss out more pain points I could get out of every single answer. The more I probed, the more I get to see the behavioural trends and pain points patterns of my interview samples.

The face-to-face interview in the classroom context was a challenge at first especially when it comes to discussing medical issues. So I have to conduct some of the interviews outside of the class so that the interviewee can be more relaxed and not obliged to answer the questions when they are not comfortable.

Key insights: While the topic of medical can be rather sensitive to some, the responds could be slightly off when people are discreet about their answers to their personal health. So questions were structured in a way that the interviewee are comfortable and less self conscious.

Analysis and Findings
With the data I have gathered, I began transcribed them and translate the answers into various coloured post-its to help with the affinity mapping. The results was clear. I spotted similar trends and found the essence of each grouping as I narrowed them;

  1. I prefer convenience over the credibility of the clinic when it comes to choosing where to see a doctor
  2. I seek medical information from websites and social media reviews
  3. I have very little patience when it comes to waiting at the clinics especially when I’m sick or surrounded by sick patients
Images taken from the synthesis research using the affinity mapping to find patterns in the data

Problem Statement
“I would like to be able to know when I could see the doctor so I can do something else without having to worry about missing the queue.”

The eureka! moment that I had during my interview was that almost all the people I have interviewed, they were obliged to hold on to their queue number ticket and not wanting to risk losing their turn no matter how long the wait was. And finally I have found the one problem that I have been finding to solve! While the patients were not informed of the estimated waiting time, except for the number of patients left in the queue, this built uncertainty to the patients and they felt that they have to pay attention to the queue throughout the waiting process while not wanting to risk missing the queueu. In the context of visiting the doctor, the patient not only feel miserable when they are sick but also the feeling of being trapped and chained to the queue system. And that is when the app comes in.

Opportunity Statement
To be able to help user to inform of their waiting time before they could see the doctor and to well prepare them of their medical situation.

While I see there’s an opportunity to solve the problem by better informing patients of their estimated waiting time, the app can also help the user better prep and informed their current condition.

The Design Process
The design process started with anticipating on the user’s journey when using the app so a moodboard was drawn to reflect the scenario.

A storyboard to describe how the user would use the app to help solve the user’s problem

From the user flow below, the moment the app displays the estimated waiting time, the user’s main problem has been solved. It is what the user does next, is how the app can offer to well prepare and well inform of the user’s current well being, such as checking of symptoms, find out defination of certain illnesses, etc.

User flow of the app MissQ

The visuals considered when designing the prototype was to use clean layout and easy-to-use features. A friendly and persoanl narration was also adopted throughout the app so as it make it more engaging and sympathetic.

The Interface of MissQ

The digital prototype can be viewed on this link https://invis.io/8KASKM1DG#/222801753_01_Home

Thoughts and future iterations
By the end of this project, not only there was a huge sign of relief but also a sense of fullfilment. In a very short couple of days, I have learned so much, from every aspects of the project, from conducting interviews and analising the responds to learning all the programs which involves in the prototyping a mobile app— all that in merely 4 days! (A pat on the back!)

And here are the slides to the class presentation:
https://docs.google.com/presentation/d/1H4cubwX_mZGRQrY1dINKNuBtDCyPaMfdBc320_S2kRY/edit#slide=id.gc6f80d1ff_0_10

It is my strong believe that the app MissQ could be developed further as the next one-stop health portal everyone could use. In fact, the limit on building it further is endless, and that motivates me to want to do more.

Although my end product wasn’t as perfect as how I expected it to be, here are some notes to self or anyone reading this for future projects;

Record the interviews: When I started recording my interviews at the later stage of the research process, I was surprised how much information I had gathered compared to the unrecorded ones.

Prepare well structured questions and probe often: I could have spent shorter time with user research process if I have prep my questions properly.

Everyone is going through the same hurdle so do not be discourage!

And last but not least, a shoutout to Maelstrom for helping me out in times of need, the late nights working on our projects and Fariz for guiding us through the end of project 1.

Show your support

Clapping shows how much you appreciated Nazri Razak’s story.