Discovery
PROBLEM STATEMENT
Students need an efficient and effective platform to communicate with the Health center regarding scheduling appointments and providing necessary medical information because students don’t have time to be worried about doctors appointments when they have other commitments in their life (ex: school, work, job applications, social life, etc.).
HYPOTHESIS
We believe that by reducing digital friction and making appointments and information easier to communicate for students we will achieve shorter wait times and an overall better patient experience. We will know this to be true when we see shorter wait times and high satisfaction on patient surveys.
Health Center App
For Students By Students
COMPETITIVE ANALYSIS
KEY TAKEAWAYS
We found that apps are either highly educational, or highly administrative. The educational apps explained all the resources a certain provider had to offer, as with the UC Ship app. However, apps like Kaiser and Smart Clinic were very administrative where the main functionality allowed for users to schedule appointments and see lab results. With both of these items in mind, for our app we want to be able to mesh the administrative and educational resources together, as well as add other functionalities like live wait times in order to enhance the user experience of the students at the health center.
Research
USER FINDINGS - THEMES & QUOTES
1.5
is the average number of times Cal Poly Students visit the health center every year
77%
of users visited another
care facility (urgent care, emergency room, etc.) BEFORE visiting the Health Center due to long waiting times and bad reputations.
100%
of the users said they
would be willing to make appointments if it would
mean shorter wait times.
It’s cool how the prices are significantly less, it’s good that students have access to that and X-rays, medications. There’s a lot of benefits beyond getting to see a doctor for free.
Participant 1,
4th year, student clinical assistant
MEET SARAH JACKSON
Keeping up to date with my vaccines shouldn't
be this difficult
AGE: 19
OCCUPATION: Liberal Studies Student
STATUS: Single
LOCATION: San Luis Obispo, CA
GOALS
-
Stay healthy since she works around kids often
-
Spend less time waiting in the Health Center
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Be able to figure out how to feel better without going into the Health Center
FRUSTRATIONS
-
There is no way to schedule an appointment online for vaccinations
-
Having to wait for hours just to find out she has a common cold
-
Filling out lots of paperwork, just to have to repeat the same information back to the nurse
BIO
Sarah Jackson is a second year Liberal Studies student at Cal Poly San Luis Obispo. She loves working with others and has a passion for teaching the leaders of tomorrow. Part of her education includes observing classes and therefore means keeping up to date with vaccinations. She wants to be able to get her vaccinations as quickly and as simple as possible so that she can have more time preparing her lesson plan for the class. Because she works with kids so often she is also prone to getting sick from the kids, and wants to be able to be treated at her convenience so that she doesn't get other students or children sick.
MOTIVATIONS
PERSONALITY
TECHNOLOGY
BRANDS
Ideation
FEATURE PRIORITIZATION
MINIMAL VIABLE PRODUCT FEATURES
-
make appointments
-
live wait times
-
check-in
-
pre-fill paperwork
-
appointment notifications
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video chat with doctor
-
access test//lab results
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counseling resources
-
contact info
-
list of services
-
list of pharmacy products
SCENARIOS
Sarah needs to get a flu shot.​
Sarah is a second year Liberal Studies student who is planning on becoming an elementary school teacher one day. This summer, she will be a camp counselor at a STEM summer camp to learn more about teaching styles and practice her future profession. In order to be cleared for the camp, it is required that she has a flu shot. Sarah has a busy schedule between school, tutoring, and extra-curricular activities. She has a two hour break Monday and Wednesday in her school schedule and would really love to be able to get the flu shot in those time periods. Sarah hears that the Health Center App can ensure she gets an efficient appointment on time. So Sarah checks the Health Center app and makes an appointment to get a flu shot Monday during her two hour break. Because she went through the app, Sarah gets to fill out the paperwork ahead of time, therefore fast tracking her experience at the health center. When she is done, her appointment is scheduled and she will receive a confirmation email.
Sarah has gotten sick right before finals.
Sarah is a second year Liberal Studies student who is planning on becoming an elementary school teacher one day. It is the week before finals and Sarah is completely stressed out. She noticed she has a scratchy throat and she is feeling groggy. She figures that it is nothing and ignores it. She has now lost her voice and developed a pretty bad cough. She needs to feel better before finals, especially since she has a huge presentation to give. Sarah checks the app since appointment making is so easy, but it looks like all the appointments are filled up. Sarah doesn’t have time to do a walk in appointment due to her limited schedule. So she checks the app to see what the current wait times look like at the health center. She looks at her schedule and knows that she is free in an hour. Luckily, the health center will have shorter wait times by then. An hour later Sarah walks in, checks in, and fills out her paperwork. Sarah is on the way to feeling better!
USER FLOW
SKETCHES
Wireframe
LOW FIDELITY PROTOTYPES
Here are our initial sketches with notes based off of initial user testing
INTERACTIVE PROTOTYPE
TESTING RESULTS AND FINDINGS
Tasks
1. You are planning on being a camp counselor this summer. One of the requirements for you is to get a flu shot. You have a very busy schedule and need to get this done soon. You decide that the best option for you is to make an appointment. Schedule an appointment for Monday, May 28, 2018 at 10:30am and fill out the form.
​
2. It’s 10:25am on May 28 and you have just arrived at the Health Center. You need to check in so that you can let the Health Center know you have arrived for your appointment. Check in on the app.
​
3. It’s the week before finals and you have lost your voice and have developed a bad cough. You need to get better before your presentation next week. You check the Health Center app to schedule an appointment, but there are none available. Your other option is to go for a walk-in so you check the live wait times. Check the live wait time.
​
Task Completion
* Participant completed the task but needed assistance
Critical Usability Issues and Key Findings
-
All of the users checked in and found the walk-in screen successfully
-
Some users had trouble hitting submit on the appointment screen because they wanted to continue without adding a comment
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Five out of the six users made it to the confirmation screen successfully
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All of the users wanted to scroll and not tap when choosing the date on the appointment screen
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One of the users suggested having an option to decide whether to pre-fill forms or not
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All of the users found the live wait times helpful
Testing and Key Findings
TESTING AND RESULTS
Tasks
1. You are planning on being a camp counselor this summer. One of the requirements for you is to get a flu shot. You have a very busy schedule and need to get this done soon. You decide that the best option for you is to make an appointment. Schedule an appointment for Thursday, May 24, 2018 at 4:30pm and fill out the form. You know you need to record that you have taken Zyrtec for allergies IN THE PAST, and have an allergy that must be noted in your record. Schedule an appointment with this information.
​
2. It’s 4:30 pm on May 24th and you have just arrived at the Health Center. You need to check in so that you can let the Health Center know you have arrived for your appointment. Check in on the app.
​
3. It’s the week before finals and you have lost your voice and have developed a bad cough. You need to get better before your presentation next week. You know there are no appointments available. You are free Tuesdays and Fridays, but want to know know which day has shorter walk in times right now (at this particular point in time). Check the live wait times.
​
4. You went to the health center last week to have some tests taken regarding your Strep Throat and Cholesterol levels. The doctor told you that the results would be ready in a week and could be accessed on the health center app. Check your test results.
Task Completion
SUS Score
*Indicates participant needed additional help
Time to Complete Tasks
Number of Errors Per Task
Severity, 1-not and 5-very
Task 1
Task 2
Task 3
Task 4
Demographic Information
KEY FINDINGS
-
Participants were looking for test results under resources, not profile
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Wanted to scroll on wait times to change the day, instead of just using the drop down menu
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A few participants were not sure what would be under resources
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Overall participants were excited about the implementation of a Health Center App
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All participants thought this would be really helpful for the Health Center
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Our research shows there is a clear demand for an app like this
