Aquafar

Duration

Sept 2017 - Dec 2017
(9 weeks)

Team

Eliza Newman-Saul
Victoria Song
Brian Nguyen

My Role

Research
Ideation
Interaction Design
Prototyping

Tools

Illustrator
Sketch
Adobe Premier Pro
Principle
Photoshop

Opportunity

Hospitals are often a place of waiting; waiting for your appointment, waiting for a loved one, or waiting for results. The action of waiting is often laborious and leads to feelings of uncertainty and stress.

Design Challenge

How might we aimed to inform, ease, and streamline the wait experience for the support system of the patient to provide reassurance in a time of uncertainty?

Overview

While most healthcare efforts are focused on the patient, the support systems of these patients are often deeply affected as well. According to secondary research the three main stressors that affect patient's loved ones are:

  1. Stress of the surgical event
  2. Stress of resource consumption
  3. Stress of healthcare matters
"The future of health care surrounding surgery will be more inclusive of the family or support system, since it can reduce family anxiety and allow them to provide more emotional support to the patients undergoing surgery."

Butzlaff, A. L. (2005). Family members prior to surgery: Exploring stress, anxiety, family functioning and perceived support

Solution

CARE improves the hospital waiting experience in 3 ways

Information Packet

Before the operation, patient is given packet that contains information on surgery details, amenities, and directions on how to access home pod and application.

Home Pod

Designated private space for patient and loved ones to stay in during the operation process. Includes couch, screen, table, and outlets.

CARE Application

Gives nonsensitive  on where patient is in the surgery process such as: entering, leaving, recovering, and departing.

Information Packet

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Home Pod

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CARE Application

A rich text element can be used with static or dynamic content. For static content, just drop it into any page and begin editing. For dynamic content, add a rich text field to any collection and then connect a rich text element to that field in the settings panel. Voila!

Key Features

Before the operation, patient is given packet that contains information on surgery details, amenities, and directions on how to access home pod and application.

Before the operation, patient is given packet that contains information on surgery details, amenities, and directions on how to access home pod and application.

Before the operation, patient is given packet that contains information on surgery details, amenities, and directions on how to access home pod and application.

Before the operation, patient is given packet that contains information on surgery details, amenities, and directions on how to access home pod and application.

Observations & Interviews

We went to the University of Washington Medical center in order to conduct observations on how people currently experience the hospital waiting room.

The four main insights from our observations were:

  1. Groups of people tended to stay as far away from each other as possible.
  2. People spoke in hushed tones to preserve the reverence of the environment.  
  3. In contrast, when people were being called into their appointments, nurses will call names into the room indiscriminately.
  4. A phone was in the middle of one of the waiting rooms that was labeled, "If this phone rings please pick it up. It may be for you or someone in the room!"

We also interviewed three people who had recently under gone the waiting room experience with their loved one.

“You have this extreme case of FOMO, when you are waiting… maybe that’s why they put the bathrooms so close… something could happen at any moment.”

Synthesis

After we conducted our primary research, we synthesized our results and created documents to better inform us within our design.

Personas

Customer Journey Map

In order to visualize and structure the emotional experience that our targeted user undergoes, we created a customer journey map. This maps not only the the experience while waiting for the surgery, but the thoughts and feelings leading to and after the surgery as well. In addition, both back and front stage actors affecting this emotional valence is taken into consideration.

Lean Canvas

The lean canvas was developed in order to demonstrate a condensed representation of the value that CARE brings to the hospital waiting room experience.

Experience Prototyping

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Receiving the packet of information about surgery prior to experience.

Going to the reception desk to confirm details and brought to home pod.

Relaxing in the home pod.

Optional choice to go to the coffee shop.

Final Prototype

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Interaction Flow

UI Development

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Final Screens

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