A Small Step Forward To Make It A Better Clinic Experience
About This Project
This is a group project of 3, and we chose Raffles Medical Group (RMG) as our target. The objective is to design a service solution to improve RMG’s clinic service experience.
RMG has a mobile app, but it is information based app with limited interaction. There are rooms to improve the service design to reflect RMG’s visions by fully embracing the digital world.
What We Heard
“I am sick I need to see a doctor quickly”
“I am worried I will get sicker as the clinic is full of people.”
“I am not sure how long more I need to wait before I can see the doctor.”
“I call to make an appointment, but I need to call a few times before someone picks up the call”
These are the comments we received from the contextual inquiries and interviews from people just paid their visit to doctors in Singapore.
Is there anything we can do to make the clinic experience a little better?
Yes, of course. Nowadays, mobile devices have become the main source of interaction between the physical world and digital world. Mobile devices have enabled businesses and organizations to create new efficiencies in the products and services they offer.
Time management is important for both the clinics and customers. Long wait time is not pleasant for anyone, and large crowds at the clinics can lead to unnecessary spreading of contagious diseases.
With proper system in place, the customer will experience seamless services.
Reach Out To Clinics
Given the limited number of interviews we had, we went out to the HSA’s polyclinics and RMG’s clinic directly for contextual inquiries. Most of the information was collected from the contextual inquiries conducted at sites. Overall, we have interviewed and inquired 10 people for the project.
This project we tried out digital card sorting/affinity mapping on Google Drawing. It is inside the Google Drive. It worked out pretty good for us. Here is a snap shot of our digital stickies.
Below diagram illustrates our reseach findings.
Trust is very important here. It is the core value of RMG — being “Your Trusted Partner for Health”
Knowing what the competitors are doing is important to redesign the service. We looked at Parkway Medical Group — another private healthcare giant in the region, and local Singapore public medical systems including National Healthcare Group. The apps operated these competitors include Shenton Medical, SingHealth and MOH iHealth.
From the user research and competitive analysis, we concluded that following considerations must be included in our solution:
- Appointment booking
- Able to provide waiting time feedback
- Search function with build in map for clinic, doctor and specialist
On top of these considerations, one important principle we hold is that we do no invent the process of existing medical practice. For example, the registration process using customer ID (or the check in process) is the step that we will not simply eliminate because it exists for a reason (health safety reason). Instead, we want to make it easier for patient to complete, easier for staff to manage. We simulate the existing physical process and combine with digital touch point. This will provide the same process to customers but better experience (easier to manage).
The People and The Story
From the research, we concluded three personas.
Mr. Walker is the major persona in this project. Most of the workflows are similar between Mr. Walker and Mr. Cook after the Digital Kiosk. In this project we will only focus on going through Mr. Walker’s journey.
During our entire process of researching and interviewing users, we’ve come up with a list of features we would like to potentially add into the application. We’ve mapped out a feature prioritisation diagram to evaluate what are the most essential and low effort features to build.
Testing Our Ideas and Make Some Changes
Testing the design idea is so important in the early stage so that we can be sure we are on the right track and don’t spend too much time in a wrong direction.
We first built rough physical model and paper prototype for testing. Analyzing the testing feedbacks. Sketched on computer for a MVP and tested it again.
We have conducted total 10 usability test, including 4 batched user testing — 2 batches Physical and Paper prototype tests and 2 batches Digital prototype tests. Each test provided us valueble feedback for iteration.
Findings from physical and paper prototype test:
- Need to provide status update so that customer can have expectation
- Medicine dispatch is a good idea to have, but might not necessary
- Need clear indication of location or place for doctor consultation
- ID card scan is more convenient then QR code
Findings from digital prototype test1:
- The naming conventions in the digital display are confusing
- Interaction in the digital display is confusing
- Questions on the workflow, i.e. why need to provide details of conditions. But this question is void, as the pre-screening process is a standard health safety requirement
Findings from digital prototype test 2:
- Search the nearest clinic or doctor is a requirement.
- The digital kiosk and mobile app are working ok
- Digital display in clinic still confuses people
The Digital Display still create confusion after testing 2 versions. We made the 3rd version and tested back with one user, and the result is much better. The 3rd version can be found in the Digital Prototype and Iterations below.
Mobile App update
The Digital Kiosk design
Digital Display inside Clinic Design
Feedbacks for version 1 and 2 are mostly “confusing”. And the final version received much better feedback.
The Final Solution
Demo video is available here.
To recap our design illustrated above, our solution includes following components:
- Update existing RMG mobile app
- Digital Kiosk, the application development will be similar to the mobile app but lighter
- Digital Displays at clinics for queue number and status update
To make this solution work, we also need to integrate the medical database across RMG’s Singapore network. This will take some time, however, we believe it is achieveable. There is sample model in Singapore — KK Women’s and Children’s Hospital. Singapore govenement backed hospitals are moving towards digitized their medical records from traditional paper based records. This is the trend.
To intergreate the database, it will also enable to form a real Team-based healthcare system that will provide seamless service to patients visiting any clinic branch under RMG.
Remember I mentioned we had many ideas generated but didn’t include in this design. Some of them we still think they are good ones and recommend for future developments.
- Search nearest clinic. This is must-to-have function
- Automated medicine dispensing, packing and assembly
- Auto check-in with geo-tagging when a patient is around clinic premises. This will truly embrace the technology with some investment.
- Expand solution to all RMG facilities worldwide, one world, same service.
Thanks for my team Ailin and Moses. You guys are great.