Provide the Best Medical Service Before Patients Diagnosis [Read more]
Provide the Best Medical Service Before Patients Diagnosis
The NHS app is a digital service that supports people to be aware of the medical process. The two target user groups focused on UK residents over 18s who need technical assistance and do not need technical support.
Instead of changing users behaviour, the new version attempted to improve the original service to meet user needs.
The new features:
- The Timeline allowed patients to track medical procedures through step by step information
- The Information Sharing Setting provide people who need technical help a channel to ask for extra assistance
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 is facing 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.
According to the influence of the Covid-19 pandemic, the research methods were automatically adjusted. In addition, all studies follow the university ethical paperwork. The primary purpose was to discover people over 18 years old who have previous experience (both positive and negative) waiting for formal medical diagnosis with NHS journey, attitude, pain points and needs.
The method included:
- Three online ethnographies were collected through YouTube channels and blogs to observe and understand individual accurate behaviour while waiting.
- Eight interviews from the target user group to discover their experience and thoughts in the process
- Seventeen cards sorting, based on six touchpoints: people, platforms, physical environments, processes, personalization, and perception, the participants were asked to categorize the elements from necessary to unnecessary.
- Five situation inquiry was to understand potential users thoughts towards NHS service from three given scenarios and several questions, including before going to the GP, in the GP and referral process.
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.
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.
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:
HuiYu (Tonia) Chang
I am a passionate and motivated designer who loves exploring new possibilities to make people's lives better
I was born in Taiwan and graduated with BArch. Architecture at Feng Cha University. During my final year, I was attracted by the UX discipline and decided to explore it further in my master.
The architecture background allowed me to have essential qualifications as a designer. In addition, from previous experience, I discovered the potential to become a user-centred designer who could provide a meaningful and powerful solution that improves human beings' lives.
The postgraduate experience grasped UX design skills and permitted me to learn from other designers aspects, which could reshape my personality and values as a designer.
Being through the long pandemic made me focus on people's mental and physical health. During the UX design master courses, I tried finding different methods that could keep people healthy. I believe that the issue is an essential element for the world, and I have the responsibility to create opportunities to improve public life and living quality.
Provide the Best Medical Service Before Patients Diagnosis
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