Patients First
A government-led initiative aimed at improving healthcare for patients.
— PROJECT NAME
Patients First
— ROLE
UX Researcher
UX Designer
— Length
2 weeks
September 2022
— Tools
Figma
The Brief
During my studies at BrainStation, I was tasked to find a key problem in the current healthcare system for Patients First and to design a mid-fidelity solution for it.
Taking a human-centered design approach, I wanted to find out the current wait times for a specialist in Canada that patients have to wait to land an appointment, and ways to reduce that.
The Solution
A mid-fidelity app designed for users to reach a specialist of their choice digitally.
Discover
The Problem Space
Long wait times aren’t simply minor inconveniences, they can result in increased suffering for patients, lost productivity at work, a decreased quality of life, and in the worst cases, disability or death.
Secondary Research:
Wait Times
I found the waiting time after a referral increased from 10.5 weeks in 2020 to 11.1 weeks in 2021 and for a treatment, it increased to 14.5 weeks from 12.1. Canadians visit the emergency department more than other countries – and we wait longer, too. (Average time is a 4-hour wait)
ER
Canadians visit the emergency department more than other countries – and we wait longer, too. (Average time is a 4-hour wait).
More than 40% of Canadians said the last time they went to the emergency room, it was to treat something that their family doctor could have helped with if they were available.
Specialists
56% of Canadians said it took longer than four weeks to see a specialist.
Family Doctor
6 million Canadians do not have a family doctor according to new research in 2022, and many have been waiting more than a year to get one.
From the research gathered on these areas within healthcare, I came up with 3 objectives to solidify the purpose and motivation behind my digital solution:
Why?
To help young and old adults get access to their need of doctors without having to wait as long as they do now so they can make better decisions.
Learnings?
- How often young and old adults are looking for an appointment?
- How long young and old adults are typically waiting?
Desired Outcomes?
- Find a solution in order to reduce the approximate wait times for young and old adults in getting an appointment.
Hypothesis Statement:
I believe that that young and old adults find it challenging to book an immediate appoint and don't want to have to wait for many weeks.
I will validate my hypothesis when I receive the following feedback from the user research and market: How long they're currently waiting for an appointment they've previously booked, frustrations on the process of getting care, lack of options for seeing a doctor/specialist.
Listening to the users:
User Interviews
I conducted primary user research in order to ensure that the user's needs were at the forefront of my decision.
I interviewed 3 Canadian residents aged 24-50 that were regularly going to a doctor in Ontario, and were registered by OHIP. (Ontario Health Insurance Plan).
Common themes found:
Feeling Neglected
"It feels like the system neglects us while we have to wait so long for one appointment and at the same time our health gets worse. They need a way to connect us quicker with doctors that could’ve immediately taken us."
Ease & Convenience
"I want to have an easy experience trying to get a doctor, having a digital way to access this would be much more beneficial."
The System
"The system here is so frustrating I would go out of country to get an immediate appointment, our tax money goes into a portion of health care but yet we’re still stuck here waiting."
-> Chosen Theme: Feeling Neglected
Define
How might we help young and old adults in getting access to quicker doctor appointments in assuring they feel less neglected and frustrated?
Meet Kristin, the persona
The secondary and primary research helped me understand who the target user is, and what their goals, values and needs look like.
User Stories
The user stories were created on the goals and wishes of the persona. I grouped them into epics based on the similarities they shared.
My final focus from this was the core epic of reducing wait time.
Epic 1 – Reduce Wait Time
Epic 2 – Digital Experience
Epic 3 – Reviews
Epic 4 – Information
Task Flow
After choosing the core epic, I created a task flow for patients to get an appointment quickly via a digital platform.
With that, I was then able to dive into ideation and create the mid-fidelity prototype which was the stage Patients First wanted the app.
Takeaways
In embarking on the journey to create a digital solution for Patients First, I found myself immersed in the invaluable practice of user research. Through extensive exploration of Canadians' experiences with healthcare access, I gained a profound understanding of the diverse challenges individuals face when trying to secure timely appointments with doctors. This process illuminated the crucial role that user research plays in informing the development of solutions that truly resonate with and address the needs of the target audience.
From uncovering the frustrations surrounding long wait times and limited appointment options to identifying the specific pain points inherent in the current healthcare system, every insight gleaned from user research served as a guiding light in shaping the direction of the app. Moreover, by actively listening to and incorporating the voices of users throughout the design and development phases, I gained invaluable perspectives that ultimately enriched the app’s functionality and usability.
Through this journey, I came to appreciate the importance of empathy-driven design and the transformative power of user-centric innovation. By placing the needs and experiences of Canadians at the forefront of the app’s development process, I not only gained a deeper understanding of the complexities of healthcare access but also cultivated a profound sense of purpose in creating meaningful solutions that have the potential to positively impact lives.
As I move forward, I carry with me the lessons learned from this experience, recognizing that user research isn’t just a step in the design process but rather a fundamental ethos that underpins successful innovation. I am committed to continuing to champion user-centered approaches in my future endeavors, ensuring that every solution I create is rooted in empathy, informed by insight, and driven by a genuine desire to make a difference in the lives of others.