BRIDGE
Connection between medical providers and recipients
Project Overview
Challenge
Patients often encounter challenges when attempting to book appointments, primarily due to the limited availability of doctors. This can lead to frustration and delays in receiving necessary medical care.
Furthermore, doctors face difficulties in effectively communicating with patients for various reasons, such as language barriers, differing communication styles, or complex medical information that needs to be conveyed clearly. These communication challenges can impact the quality of care provided and may result in misunderstandings or missed opportunities for effective treatment.
Opportunity
Implementing solutions to improve the appointment booking process and enhance communication between doctors and patients. Initiatives not only enhance the overall patient experience but also contribute to more effective healthcare delivery and better health outcomes.
Solution
Aligning patients with professionals based on availability simplifies appointment booking, while visual resources aid those with language barriers or difficulty understanding medical terms. These measures enhance accessibility and comprehension, improving the healthcare experience.
If you are not feeling well…
Share Availability to be Matched with a professional with Aligned Availability!
Generative AI will assist users by offering tailored suggestions to help them make informed decisions when scheduling Appointments.
Aligned Availability with professionals enables them to find convenient time slots for Rescheduling appointments with greater ease.
00 My Story
My friend often Consults his Doctor for checkups and occasional symptoms. Once, he had to cancel our lunch for an appointment, but due to a scheduling Miscommunication, we ended up meeting anyway because he had to reschedule his appointment. During lunch, he shared several Inconveniences he encounters, and this prompted me to start a case study focused on improving the user experience for Patients using Medical Services.
“I made an appointment with wrong department due to miscommunication.”
John P.
“They are never available when I am.”
Han C.
“Because I rescheduled an appointment, I need to wait another month.”
Karen H.
“I can’t understand what it means.”
Kelly J.
01 Problem & Hypothesis
1
Appointment Scheduling is challenging due to Misaligned Availability between patients and doctors
2
Miscommunication occurring due to not only Language Barrier, but also Technical Terminology
3
Lack of Communication is occurring due to misalignment in the Communication Methods
1
Ensure that patients are Matched with medical professionals whose Availability aligns with theirs
2
Provide a feature that translates Language and different Terminology Levels for mutual understanding
3
Develop a product that serves as a Unified Communication Method through a familiar platform for both ends
Opportunities were identified from an Interview of 10 Participants including 4 Medical Professionals, a Survey with 300 participants, and AEIOU Framework
Recipients
Most recipients contact medical providers to Schedule Appointments with via Mobile Applications.
However, the restricted Availability of providers and the frequent occurrence of Technical Terminology often lead to delays throughout the process.
Providers
On the other hand, most providers often contact recipients via Email due to the absence of alternative systems.
Similar to the interview results with recipients, a significant number of providers identified Lack of Communication due to Language Barrier and Emotion as a primary cause of delays throughout the process. Additionally, they noted that recipients' No-Shows further contribute to these delays.
Obstacles
According to the Qualitative Data from Interviews and Quantitative Data from Surveys, misaligned Availability prevents recipients from scheduling appointments at convenient times, potentially leading to no-shows.
Additionally, Miscommunication, often due to language barriers and technical terminology, has been determined as a major factor causing inconvenience throughout the user's experience.
AEIOU Framework
AEIOU Framework was utilized to visualize insights and information and sort them into patterns which ground understanding of human problems that actually exist.
The framework reveals significant factors supporting the Problem Hypothesis that availability and miscommunication caused by language barrier and technical terminology are the primary obstacles between recipients and providers, as defined through the interview and survey processes.
02 Features & Prioritization
According to the the Venn Diagram and Impact vs Effort Matrix, Calendaring Feature was revealed to be essential.
The calendaring feature is inspired by Google Calendar, a leading scheduling tool. This influence guided the development of an Interactive and Adaptable calendar designed to meet the needs of both patients and doctors. This approach will be evident in the final design.
There is a system interpreting Professional Language and conversing in Natural Language, or vice versa, Generative AI.
The product will employ natural language processing to facilitate Real-Time, Conversational Translation between patients and doctors. Additionally, it will elucidate Medical Terminology within the context of the message to improve Comprehension and Strengthen trust in their interactions.
To ensure the successful development of the product, it is essential to organize and integrate the established Business Objectives, Technical Requirements, and User Research findings. Venn Diagram approach facilitated the creation of a well-defined Set of Features for the product.
Prioritizing these features based on their Relevance and Impact enables to make informed decisions that align with both the strategic Business Goals and the User Needs, ultimately enhancing the effectiveness of the product.
Utilizing the Impact vs Effort Matrix, strategically assessed which features are deemed essential, prioritized the delivery of significant value while considering the investment of time and resources, and allocated the efforts effectively, ensuring that the Most Impactful Features are are addressed promptly, thereby maximizing User Satisfaction and Product Success.
03 Design Development
High-Fidelity Wireframe
The Design System was implemented into the Low-Fidelity Wireframe, culminating in the creation of the High-Fidelity Wireframe.
Serif and sans-serif fonts were combined to achieve a Minimal Aesthetic while ensuring Readability for a diverse user base. Poppins was chosen for headlines, and Frank Ruhl Libre was used for body text.
The color palette was derived from an inspirational photo of a Zen Garden to evoke a Peaceful and Meditative tone.
Usability Test
The objective of the Usability Test with High-Fidelity Wireframe was to systematically assess the ease of use of the product, analyze user navigation behavior, and acquire valuable insights into the overall user perception of the product
Project Conclusion
Overall
BRIDGE The design optimizes users' access to services by aligning them with medical providers based on their availability, ensuring that appointments can be scheduled at convenient times. By facilitating clear communication between users and medical providers throughout the interaction, the system enhances the overall experience, allowing for better understanding and effective collaboration in addressing healthcare needs. Through its user-centric approach and emphasis on accessibility and communication, the system aims to streamline the process of accessing medical services, ultimately improving satisfaction and outcomes for both users and providers.
The solution proves to be efficacious for both END-USERS and the BUSINESS.
End - User
Users benefit from enhanced access to services, as the availability of medical providers aligns with their own schedules. Furthermore, the implementation of AI technology enables users to make decisions with greater clarity, reducing the likelihood of errors that could otherwise cause delays in the process. By leveraging these capabilities, the system empowers users to navigate their healthcare journey more efficiently and effectively, ultimately improving the overall experience for all involved parties.
Business
The implemented design has successfully minimized instances of miscommunication caused by language barrier and technical terminology between medical providers and users, thus alleviating delays and negative impacts on the overall experience. Additionally, the decrease in the frequency of cancellations, rescheduling, or no-shows, often stemming from communication issues and lack of commitment, has had a positive impact on the business.