CARE

Duration

April 2018 - June 2018
(7 weeks)

Team

Shin Liu
Eclair Junchaya
Whitney Jenich
Brian Nguyen

My Role

Research
Ideation
Interaction Design
Prototyping

Tools

Illustrator
Sketch
Adobe Premier Pro
Framer

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

Giving the information packet several weeks prior to the operation allows both the patient and support system to understand the upcoming process as well as the amenities available to them. Improving the experience exists not just within the actual operation itself, but also all touch points before and after. Experience is a holistic experience and the information packet serves to inform that.

Home Pod

The home pod is a place of comfort for one's support system during a time of high stress. The home pod's utility is two fold. Firstly, it is a private area where one's support system has access to amenities such as a screen, couch, outlets, to help them complete work or simply relax. Secondly, it allows the medical staff to know where the patient's loved ones are so that when it is time to speak to them, they are able to locate them easily.

CARE Application

The CARE application is a center for information in improving the waiting room experience. Before the surgery begins, the user is able to find all relevant information related to the operation such as surgery details, visit information, amenities, and frequently asked questions.

After the surgery begins, the user receives updates at key points of the process such as entering the surgery, exiting the surgery, and recovering in room. By providing updates, the support system does not have to feel confined to the waiting room.

Key Features

Information cards with rich illustrations so you know exactly where to get the information you need.  

Expanding each card gives deep detail to ease anxiety from the information gap that often occurs in the health care system.

Visit information allows you to access a map to get to your location, contact your healthcare provider, and add the important date to your calendar.  

Notifications on where the patient is within the surgery process to keep you updated and feeling stress free.  

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 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

In order to get a full understanding of what the experience would be like, we did an experience walkthrough with three participants. Each participant played the role of the support system of a patient. We started from before the operation with the information packet all the way through relaxing in the home pod and discharging the patient.

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

Interaction Flow

We first started off with an interaction flow to give a high level understanding of the flow through CARE application, and what information would be needed at each point.

UI Development

After outlining the key points of interaction within the application, we developed the user interface. We used colors that were soothing and inspired relaxation for the user. UI guidelines by Eclair Junchaya.

Final Screens

Putting all of this together, the final screens were created. Whitney Jenich made illustrations that were not just aesthetically pleasing, but were also very effective in visually communicating what information is being given to the user.

View the full UI Spec here