Swift Care
Swift Care
A mobile portal to helps raise awareness to priority levels within the urgent care.
A mobile portal to helps raise awareness to priority levels within the urgent care.
A mobile portal to helps raise awareness to priority levels within the urgent care.
My Contribution
User research Empathy Map
Journey Map
Ideation Prototyping
User Testing
Final Design
User research Empathy Map
Journey Map
Ideation Prototyping
User Testing
Final Design
User research Empathy Map
Journey Map
Ideation Prototyping
User Testing
Final Design
Tools
Figma
Zoom
Miro
Balsamiq
Timeline
5 Months
Summary
The Problem
Patients' lack of clarity about priority levels in urgent care leads to frustration, long waits, and diminished trust in the care provided.
Solution
Introduced a mobile app that creates awareness of the priority levels
My Role
Collaborated with the IU School of Medicine
Collaborated with the IU School of Medicine
I was the sole designer on this project, documenting every stage of the process—from research and definition to ideation and user testing. To gather insights, I collaborated with external stakeholders, including nurses and doctors from the IU School of Medicine, to understand the patient journey from their perspectives.
User Research
Patient Interviews
Investigating the challenges faced from both perspectives
After conducting background research, I sought to understand patients' perspectives on their urgent care journey. To gather insights, I contacted Nurses, Doctors, and IUPUI students who were patients.
Competitive analysis
I found that competitors lacked a way for patient to understand the triage process
After conducting user interviews, I conducted a three-competitive analysis of how urgent care combats this problem. I tried to grab some inspiration or see how to design a solution to improve the check-in process.
Using an affinity diagram, I mapped out the perspectives of patients, doctors, nurses, and competitors, capturing their feelings about the current patient flow.
Here are the following major insights:
Uncertain wait times
Nurses and patients agreed that patients' uncertainty about how long it will take makes them feel frustrated.
12 out of 12 interviewees mentioned lack of commucation about wait times.
Lack of commuincation
Lack of commuincation
Nurses and patients agree that there is a lack of communication between Patient/ Nurses/ Doctors
12 out of 12 interviewees complained about commuication.
Multiple questions asked
Nurses and patients agree that being asked multiple questions added to the frustration and anxiety patients feel in urgent care.
12 out of 12 interviewees wanted less time-consuming reservation.
Competitors all lacked a way for patients to understand the triage process.
Competitors lacked a way to inform patients about their health care journey.
Define
How Might We framework
How might we…
How might we…
By understanding the patient's major pain points, I created a "How might we" hypothesis to guide the development of my future solution.
Patient stay informed
Patient stay informed
"How might we improve the check-in experience so patient can be informed about the priority levels in urgent care?"
Patients Empathy Map
Patients feel anxious and frustrated due to unclear wait times, lack of communication, and repeated questioning.
To solidify my "how might we?" I made an empathy map better to understand the patient's emotions and pain points.
Patients Journey Map
Understanding the current user journey patients take in urgent care and areas of improvement
To understand the existing patient's journey, I created a journey map illustrating where, in the process, I can add a solution to the patient's journey in urgent care.
Based on the patient empathy and journey map, I was able to identify the following major pain points:
Feeling unwanted
Feeling unwanted
Patients feeling they are not being taken care of.
Not always aware of total wait times
Patients unware of were they are in the process.
Unsure of why long wait times
Patients are unsure of why they have been waiting so long.
Ideate
Brainstorming exercise
Brainstorming Ideas
I generated multiple ideas during this exercise. Given that it was an open-ended problem with limited insights into specific features, I focused on brainstorming a wide range of ideas.
After evaluating all the ideas based on their feasibility, I selected one ideas as shown below:
Mobile Website
Mobile Website
A mobile-friendly website where patients can check in, receive priority updates, and track their wait time in real-time.
User Flow
Provided a clear user flow that allows patients to be notified every step of the way
Before beginning the design phase, I mapped out a patient flow to understand the user's perspective. I aimed to identify and address any potential issues or roadblocks in advance. I organized my flows into one critical flow that supports my design goals:
Low-fi Wireframes
Conceptualizing user experience for patients
It was time to create the wireframe; it was composed of the first medium, and when I felt confident, I worked on the high-fidelity screens. I utilized this to map out how my idea would look actively.
Final Prototype
Introducing Swift Care
Click below to test it out yourself!
Impact
Hi-Fidelity Prototype Testing
Gauging to see if the design solution solves the problem
After creating the High-fidelity prototypes, I conducted a Zoom demo of my prototype for the nurses and patients I had previously interviewed in my research. This evaluation provided insights into the prototype's strengths and areas for improvement, and I gathered valuable feedback for the next iteration of this project.
3/3
3/3
Patients expressed that this process saved them time when they needed to go to urgent care, and it set their expectations for when they would be attended to.
3/3
3/3
Nurses said they liked this solution because it brought patients awareness of the priority levels.
3/3
3/3
Nurses expressed that the solution is easy to understand and doesn't talk down to you.
Reflections
The main challenge was my limited knowledge of the healthcare industry at the start of this project. I overcame this by consulting doctors and nurses to better understand unfamiliar terms. This helped me understand the workings of urgent care and ultimately led to a strong solution.
Next Steps
I will explore enabling patients to check their status via SMS or kiosk, allowing nurses and physicians to access information securely, and displaying waiting times and treatment progress. I’ll also examine EHR integration, current practices in this area, and lessons from other companies to inform and refine the solution.
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Redesigned a website for an SMB catering to travelers looking to explore Kenya on vacation.
Retention rate increased by
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Bounce Rate Reduced by
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NinaForm
Redesigned a website for an SMB catering to travelers looking to explore Kenya on vacation.
Retention rate increased by
60%
Bounce Rate Reduced by
30%
Coming Soon!
Interested in working together?
b.a.iadegboye@gmail.com
Interested in working together?
b.a.iadegboye@gmail.com
Interested in working together?
b.a.iadegboye@gmail.com
Desktop Viewing
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Final Prototype
Introducing Swift Care
Click below to test it out yourself!