For this project, our team designed a mobile app that enables users to find the best and closest clinics and to book appointments when possible.
Struggling to find a suitable medical service provider is a problem most of us have experienced. You often have to search through multiple websites to find doctors, clinics, labs and reviews, if they’re available.
To make matters worse, if you’re looking for a medical service, you’re probably not feeling well and spending time to look for a doctor or clinic can be super frustrating.
I have personally experienced this problem after moving to Vancouver and I was excited to see how we could design an app that could
The team included Hannah, Justin and myself. Hannah took the lead on planning, Justin took the lead on design and I took the lead on research.
Our research started with looking at major websites and apps that provided information on medical services in BC.
Research showed that there are sites that show wait times for walk-in clinics (skipthewaitingroom.com) and some sites that show information about medical clinics (healthlinkBC, BC Health Service Locator app). However, there is no single platform that has all the information.
With the survey, we found that:
- Family doctors, walk-in clinics and specialists are the top 3 most used medical services
- Google, word of mouth and referrals are the top 3 ways of finding medical services
- Convenience, location and credibility are the top 3 deciding factors in choosing the medical service provider
- 59% are iPhone users
During the interviews, we asked similar questions to the survey such as “What medical services do you use the most?” and “What important factors do you consider when choosing a medical service?”.
Some qualitative questions we asked in the interviews included:
- How do you feel about the medical services in BC?
- Tell me about your last medical service experience.
- What are some frustrations when finding/choosing a medical service centre?
From these questions we were able to find 4 major pain points.
- Finding a family doctor can be a long and arduous process
- Walk-in clinic are super frustrating because you never know how long the wait is going to be
- Not having access to your medical history is problematic whenever you see a different doctor.
Research from the survey and the interview told us that there is a need that hasn’t been met.
Seeing a family doctor was the number one medical service being used. Yet, the biggest pain point that came up was not being able to find a family doctor.
Based on the research, we decided to have two personas, one for finding a family doctor and one for finding a walk-in clinic.
Amy is looking for a new family doctor after her old one has retired. She wants a doctor that is trustworthy so being able to read up on a potential family doctor is important to her.
She would also like to have her medical records in one place so she can tell the new doctor about her medical history accurately.
Adam is a student that gets sick often. He has to go to walk-in clinics constantly and he really hates waiting for hours to see a doctor. That’s time he could have spent working on his assignments or taking a nap
Prioritized Feature list
For the planning phase, we put features from the competitive research through a prioritized feature list. Our buckets were “Content — must haves”, “App — must haves”, “Nice to haves” and “Not necessary”.
We had the “must have” category split into content and app after we realized the top-level must haves for the app were different than the more detailed must haves for the app.
We categorized the features based on research insights and the feature requirements for the project.
This is the feature list we came up with.
Primary Persona: Amy Santiago
Amy needs to find a new family doctor ever since her family doctor retired. She has asked her friends for recommendations, searched on Google and looked on websites like ratemds.com. She finally decides on a doctor and makes an appointment.
When she goes to see him, she has a pretty terrible experience. He makes no efforts to get to know her and makes her feel rushed. Amy is frustrated and not sure what else she can do to find the right family doctor.
Secondary Persona: Adam Devine
It’s a week before finals and Adam is sick, again. After 3 days of staying home and babying the cold, he decides it’s time to go see a doctor. He looks up the closest walk-in clinic to his house and takes the bus there. At the walk-in clinic he is told the wait time would be an hour. He waits almost 2 hours before he is led to the examination room. After another half an hour of waiting, he finally sees the doctor. If he had known it would take this long, he would have stayed home and taken a nap.
To recap, Amy wants to find a family doctor that is respectable. Amy would go through the “find & book a family doctor” flow then the “view past medical history” flow to see her past medical information.
Adam wants to find a walk-in clinic that is close to his house and with the least wait-time as possible. He would go through the “find a walk-in clinic” flow.
We first did quick sketches of the main screens. This was an easy way to visually share our ideas and to make changes instantly.
MedX needed to portray a sense of trustworthiness and security since it would have users’ medical histories and reviews of doctors and clinics. MedX needed to be easy to use and simple since the users would be stressed, frustrated and/or sick.
We first decided to go with green as our primary color since it portrays a sense of safety and it is the most restful color on the human eye.
Testing showed that a monochrome color scheme made it hard to identify Call-To-Action buttons. We then used a analogous color scheme.
We added the arrow icons to the sorting field when testing showed users weren’t sure what to do when they got to the clinic list page. Without the icons, users thought the sorting field was a label for the clinic list.
The issue of security came up frequently. Since this is an app that would have sensitive medical information, we wanted to make sure that the users felt safe using the app. But we also wanted to make sure that the app is simple and easy to use. These are the security features our team came up with.
- The app will automatically log you out after 15 minutes of inactivity
- In the sign-up screen, the info icon next to the “Personal Care Number” field will explain exactly how the care number is being used.
- Users will be able to access the “View privacy and legal info” page anytime when logged in
Some security features that we thought of but not implement, due to time constraints, were:
- Having a separate 4–6 digit code when users click on “view past visits” under my account
This is a part that we were still discussing near the end of the project and it definitely needs to be explored further.
Click the image below to launch the prototype
I had some anxiety about the first group project and I am very glad that our team worked well together. It was great to share my ideas and to hear my teammates’ ideas and I really feel like we handled disagreements well.
I learned a lot from working in a team and I am excited to carry that forward to the next project.