Provide the Best Medical Service
Before Patient's Diagnosis
Types of Industry: Healthcare Industry
The Client: National Health Service (NHS)
The Designer: Huiyu Chang
The Project Aim: To explore an “in-between” service improving patients medical experience.
Time: 2021
From the 2019 British Social Attitudes survey, 57% of UK
residents responded negatively to GP and hospital appointment waiting times. Since 2016, NHS failed to meet the 18-week referral-to-treatment standard for planned care. As a result, over 1500 people remained for the Appointment for more than a year, and the patients experienced frustration.
However, the current NHS system faces staffing shortages and pressure in funding. For these reasons, there are
difficulties to shorten the waiting time. Hence, this project aimed to discover an excellent in-between service that could improve the patient experience while waiting for the diagnosis.
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Ideation
The Concept Statement
Concept
Redesign the NHS app for UK residents over 18s.
Detail
The new design will reserve the existing functions from the original NHS app and update some services, such as visualised "Symptom checker" and simplified "Appointments" and "Messages." Additionally, the app will include a medical timeline for users to track their medical procedures.
Customer needs
Due to the difficulties in reducing diagnosis waiting time and increasing medical staff, the users expect an apparent reason why the process is delayed. Because informing patients of wait delays reduces uncertainty and increases tolerance (Chuet al., 2019).
Goals
To design a system that could make the NHS app more accessible and handleable to users by clarifying current NHS services and providing a precise medical schedule with some side services.
Prototyping
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Competitor Analysis
Prototype01: NHS app Evaluation and Low-fidelity Prototype
Lo-fi Prototype and User Testing
Tasks: The sketches were based on the original NHS app. Users were asked to interact with the medical system for their first visit.
Purpose: To exam whether participants could understand the process.
Problems: Unable to collect helpful feedback as participants responded unfamiliar with the NHS service.
Prototype02: Experience Prototype and Mid-fidelity Prototype
Experience Prototype User Testing
Tasks: The user was required to complete four journeys: Checking symptoms, Booking an appointment, Tracking timeline, Sharing information
Purpose: To explore and evaluate design ideas through an actual event.
Mid-fi Prototype User Testing
Tasks: The participants selected their favourite timeline and gave reasons. Furthermore, they pretended to share the medical record with family members.
Iteration01
Timeline
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Simplify the click options and contain the content
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Chose different colours to represent each stage conditions
Information Sharing Settings
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Reconsider the setting location or highlight the setting options
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Reverse Step1 and Step2
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Remove Level0: No information shared and add text to explain each level
Prototype03: High-fidelity Protytpe
Hi-fidelity User Testing
Tasks: The users were requested to interact with the prototype and completed five missions using the think-aloud method. Later, they filled in the SUS questionnaire and gave feedbacks.
Iteration02
Information Sharing Settings
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Notify people whether their sharing process was successful.
Appointments
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Enlarge the text
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Provide video for the extended content
Timeline
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Adjust the buttons, make them more obvious.
SUS
​​Purpose: To measure the interaction prototypes usability. The score should be 68 or above.
Results: The model received an excellent (average: 80points) score.
Eyequant
​Purpose: To exam whether users' attention would focus on the item they need.
Results: The result showed that the user was successfully aware of the necessary items.
