OVERVIEW
If universal health care is passed in California, the demand on health services will increase significantly. Medic is a service for Californians to efficiently receive the appropriate level of care when faced with a health issue.
If universal health care is passed in California, the demand on health services will increase significantly. Medic is a service for Californians to efficiently receive the appropriate level of care when faced with a health issue.
KEY SKILLS
KEY SKILLS
Experience Design, User Interface Design, Service Design
Experience Design,
UI Design,
Service Design
PROJECT LENGTH
7 weeks
7 weeks
PROJECT ROLE
Interaction Designer
Interaction Designer
Interaction Designer
Interaction Designer
PROJECT TEAM
PROJECT TEAM
Katie Jacquez (Interaction Designer)
MEDIC CONCEPT
Reimagining the patient experience
under universal healthcare in California
Reimagining the patient experience under universal healthcare in California
Reimagining the patient experience under universal healthcare in California
The current system of health care is complicated, making it difficult to know how and where to seek treatment. This system's pain points consist of excessive paperwork, having to wait in lines to check in, all adding to the patient’s level of discomfort. Additionally, waiting rooms are uncomfortable, there are long wait times and sometimes you are asked to seek treatment elsewhere based on your condition.
Medic aims to conduct pre-assessments remotely and direct patients to the right facilities, thus decreasing wait times and freeing up health professionals to provide treatment.
The current system of health care is complicated, making it difficult to know how and where to seek treatment. This system's pain points consist of excessive paperwork, having to wait in lines to check in, all adding to the patient’s level of discomfort. Additionally, waiting rooms are uncomfortable, there are long wait times and sometimes you are asked to seek treatment elsewhere based on your condition.
Medic aims to conduct pre-assessments remotely and direct patients to the right facilities, thus decreasing wait times and freeing up health professionals to provide treatment.
The current system of health care is complicated, making it difficult to know how and where to seek treatment. This system's pain points consist of excessive paperwork, having to wait in lines to check in, all adding to the patient’s level of discomfort. Additionally, waiting rooms are uncomfortable, there are long wait times and sometimes you are asked to seek treatment elsewhere based on your condition.
Medic aims to conduct pre-assessments remotely and direct patients to the right facilities, thus decreasing wait times and freeing up health professionals to provide treatment.
Watch this video to see how we imagined this experience
Watch this video to see how we imagined this experience
A complete system of
integrated services
A complete system of
integrated services
For the patient facing side, Katie and I created a Mobile App using Material Design guidelines that would allow Californians to have their health assessed remotely and in turn allow Medics to triage these patients to the adequate health facility. I was responsible for mocking up and prototyping the animations for most of the screens.
Hey there, this is the default text for a new paragraph. Feel free to edit this paragraph by clicking on the yellow edit icon. After you are done just click on the yellow checkmark button on the top right. Have Fun!
Hey there, this is the default text for a new paragraph. Feel free to edit this paragraph by clicking on the yellow edit icon. After you are done just click on the yellow checkmark button on the top right. Have Fun!
For the patient facing side, Katie and I created a Mobile App using Material Design guidelines that would allow Californians to have their health assessed remotely and in turn allow Medics to triage these patients to the adequate health facility. I was responsible for mocking up and prototyping the animations for most of the screens.
Everyone's included
Everyone's included
California is uniquely comprised of a diverse and inclusive community, which is why at Medic, we allow for citizens to access the service in all voter languages. Select your preferred language when you first open the app, or change it any time later from settings.
Hey there, this is the default text for a new paragraph. Feel free to edit this paragraph by clicking on the yellow edit icon. After you are done just click on the yellow checkmark button on the top right. Have Fun!
Hey there, this is the default text for a new paragraph. Feel free to edit this paragraph by clicking on the yellow edit icon. After you are done just click on the yellow checkmark button on the top right. Have Fun!
California is uniquely comprised of a diverse and inclusive community, which is why at Medic, we allow for citizens to access the service in all voter languages. Select your preferred language when you first open the app, or change it any time later from settings.
Bringing you on board
Bringing you on board
A friendly on-boarding welcomes new users and makes it easy to understand the features of the Medic app. Swipe between screens to view these features or skip by tapping the “Scan California ID” button.
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A friendly on-boarding welcomes new users and makes it easy to understand the features of the Medic app. Swipe between screens to view these features or skip by tapping the “Scan California ID” button.
Paperless Registration
Paperless Registration
To register, users just need to confirm their California residency. The Medic app supports ID scanning, which autofills the registration form and reduces paperwork.
To register, users just need to confirm their California residency. The Medic app supports ID scanning, which autofills the registration form and reduces paperwork.
Remote Assessments
Remote Assessments
Users can speak with a Medic to assess their health condition. The Medic pre-triages patients and helps schedule appointments, reducing non-urgent foot traffic in the ER. They can also speak directly to their health facility and Doctors as a follow up.
Users can speak with a Medic to assess their health condition. The Medic pre-triages patients and helps schedule appointments, reducing non-urgent foot traffic in the ER. They can also speak directly to their health facility and Doctors as a follow up.
Support beyond the Clinic
Support beyond the Clinic
The Medic app also allows you to schedule appointments, manage prescriptions and integrates with your wearable devices as a means of preventative care.
The Medic app also allows you to schedule appointments, manage prescriptions and integrates with your wearable devices as a means of preventative care.
The Medic app also allows you to schedule appointments, manage prescriptions and integrates with your wearable devices as a means of preventative care.
Awareness
and registration
Awareness & Registration
In designing this system Katie and I also created out of home advertisements and a welcome pack with the objective of driving awareness and registration of the Medic service. We also created a get well soon email that the patient would receive after an in clinic or remote visit.
In designing this system Katie and I also created out of home advertisements and a welcome pack with the objective of driving awareness and registration of the Medic service. We also created a get well soon email that the patient would receive after an in clinic or remote visit.
Out of home advertisement
Out of home advertisement
Medic welcome pack
Medic welcome pack
Get well soon email
Get well soon email
Our Process
Our Process
Interviews with experts and those affected
Interviews with experts and those affected
In order to understand this space, Katie and I conducted interviews with a combination of medical health professionals and patients in both the American health care system and the National Health System in England.
In order to understand this space, Katie and I conducted interviews with a combination of medical health professionals and patients in both the American health care system and the National Health System in England.
Interviewees (Placeholder images for privacy)
Interviewees (tap to zoom)
Mapping the current experience
Mapping the current experience
Together we mapped the range of experiences through identifying patterns from these interviews into an experience map, as a means of identifying design opportunities.
Together we mapped the range of experiences through identifying patterns from these interviews into an experience map, as a means of identifying design opportunities.
Current State Customer Experience Map (click to zoom)
Current State Customer Experience Map (tap to zoom)
Research Insights
Research Insights
Through this customer experience map Katie and I were able to identify pain points and opportunities for aiding the patient and providing a better all round experience. These were some of the pain points identified : -
Through this customer experience map Katie and I were able to identify pain points and opportunities for aiding the patient and providing a better all round experience. These were some of the pain points identified : -
- Paper work is seen as another road block to receiving treatment.
- Waiting in line to check in with reception adds to patient’s level of discomfort.
- When you are ill, driving to the ER and parking is a pain.
- Uncomfortable, long wait times and sometimes you have to seek treatment elsewhere.
- It’s hard to keep track of the follow up details, like sharing your visit details with your doctor and filling prescriptions.
- Paper work is seen as another road block to receiving treatment.
- Waiting in line to check in with reception adds to patient’s level of discomfort.
- When you are ill, driving to the ER and parking is a pain.
- Uncomfortable, long wait times and sometimes you have to seek treatment elsewhere.
- It’s hard to keep track of the follow up details, like sharing your visit details with your doctor and filling prescriptions.
How might we help Californians receive the highest quality care when faced with a health issue?
How might we help Californians receive the highest quality care when faced with a health issue?
Creating a blueprint for the future
Creating a blueprint for the future
Utilizing these opportunities and how might we statement I mapped our service's blueprint through stages of setting up - assessment and scheduling - at the facility. Through swimlanes we defined the touch points that the patients and the medical professionals would use and the supporting systems required.
Utilizing these opportunities we mapped our service's blueprint through stages of setting up - assessment and scheduling - at the facility. Through swimlanes we defined the touch points that the patients and the medical professionals would use and the supporting systems required.
Mapping Service Blueprint
Mapping Service Blueprint
Future State Service Blueprint (click to zoom)
Service Blueprint (tap to zoom)
Service Blueprint (tap to zoom)
Sketch time!
Sketch time!
Next we created a site map for our app on a white board, giving us the flexibility to move and change things around easily and based on this site map we sketched several iterations for our app interface.
Next we created a site map for our app on a white board, giving us the flexibility to move and change things around easily and based on this site map we sketched several iterations for our app interface.
Sketching the App
Sketching the App
Prototype - Test - Prototype
Prototype - Test - Prototype
We translated our sketches into a high fidelity prototype created in Sketch and Principle and tested this with Californians. We received a lot of valuable feedback through 3 rounds of testing that helped inform both the visuals as well as features of our app such as allowing for language selection and paperless registration.
Hey there, this is the default text for a new paragraph. Feel free to edit this paragraph by clicking on the yellow edit icon. After you are done just click on the yellow checkmark button on the top right. Have Fun!
We translated our sketches into a high fidelity prototype created in Sketch and Principle and tested this with Californians. We received a lot of valuable feedback through 3 rounds of testing that helped inform both the visuals as well as features of our app such as allowing for language selection and paperless registration.
First Iteration
First Iteration
Next Steps & Key Learnings
Next Steps & Key Learnings
Through our testing and prototyping, the breadth and intricacies of the American healthcare system as an outsider was a valuable learning experience for me. With Medic, we were able to encompass mainly the experiences on the patient side.
Moving ahead, we would like to gauge the feasibility of our solutions with health professionals as well and build the interfaces the Medic and hospitals would use as well in order to streamline the system.
Through our testing and prototyping, the breadth and intricacies of the American healthcare system as an outsider was a valuable learning experience for me. With Medic, we were able to encompass mainly the experiences on the patient side.
Moving ahead, we would like to gauge the feasibility of our solutions with health professionals as well and build the interfaces the Medic and hospitals would use as well in order to streamline the system.