HuiYu (Tonia) Chang

Key insights and Opportunities

The final three insights were generated after careful collated and analyzed using affinity mapping, included:
- The patients expect to bridge the gap between the medical staff and patients. Additionally, they hope NHS could provide meaningful service.
- The patients think the medical journey could process their way and obtain enough information from their doctors.
- The patient from minority groups hopes the NHS system could be simplified or provide additional support for them.

Design Iteration

In order to come up with one most relevant design solution, a series of concept development processes were taken:
Insights were turned into 12 opportunities through brainstorming activities, and 3 ideas were selected after considering the professional advice and design constrain. Later, based on the three ideas, another brainstorming event was taken to explore further development. 2 possibilities were chosen using the opportunity matrix. Finally, after rephrasing the sentence, 1 concept statement was carried out.

Final Concept Statement

The new solution is the add-on function for the current NHS app that allows patients to control the medical procedure and receive extra support through digital devices. For example, the user could track their medical journey efficiently and obtain enough process information through the medical timeline. Furthermore, the sharing function provides the chance for the patient to ask for assistance.
In addition, the design reserved and updated some parts such as "Condition symptoms and treatments", "Appointments", and "Messages." from the NHS app to make the device more accessible and handleable.

Prototyping and User Testing

Prototype making and user testing were to implement the final idea. Each round of the process included 5 participants. In the early stage, the researcher evaluated the original NHS app and introduced the solution to the user by creating a lo-fidelity prototype. Unfortunately, participants could not provide valuable data because they were unfamiliar with the NHS service.
Later, the mid-fidelity and high-fidelity prototype was designed through Adobe XD for another two round usability testing. The feedback was considered for each iteration to ensure the solution met user requirements.

Final Deliverables

The medical journey might take more than a year, so showing the prototype in one combined process is complex. Hence, the outcome was separated into four journeys, including Symptom checking, Timeline tracking, Information sharing and Appointment booking.
The final design could find in the following link:
Interactive Prototype
https://xd.adobe.com/view/e428c5b3-694a-44f1-9d82-90d8f32b28a5-b17b/