In Canada, The average wait time to see a specialist is roughly 22.5 Weeks. When compared to countries like The US and The UK, Canada is in The lead. In both the US and UK, average wait times are around the 4 week mark.
In Ontario, Patients First is a provincial Government-Lead initiative to help provide an overall better experience when looking for medical services. the initiative focuses improving Access to Services, Connection, Information, and Protection of Patients.
In this theoretical project, Patients First has contracted myself to create an experience to better facilitate helping the people of Ontario.
How might make the experience of Millennials connecting with medical specialists in a new city more simple in order to alleviate their anxiety?
When moving into a new city, especially as a Millenial, finding the right healthcare practicioner can like a daunting task.
In a city like Toronto, there are loads of providers to choose from, but how do you know which one is the best fit?
With the internet available at our fingertips, having access to such a vast amount of information can be too much for some.
Secondary Research
Doctor Shortages Are
Becoming More Common
A study done by the Fraser institute found that the number of doctors in the province of Alberta is on a steady decline, making it harder for people to access the care they need.
Misleading google patient reviews can harm the well-being of others.
In an article published by the Washington Post, it was found that fake reviews within the medical industry were often the result of competition, lack of enforcement, review fraud, and poor review vetting processes.
88% of those who seek help, get help.
Health Care Connect, a service provided through the Patients First initiative, has proven to be 88% effective in connecting people with the right doctors and nurse practitioners.
Target User Interviews
Key Learnings
After interviewing 5 participants, a few good insights were gathered in regards to seeking out medical care.
- People would prefer having a healthcare provider close to them
- Booking online takes precedence over having to call a clinic to book for millennials
- A practitioner who is sympathetic to a person's needs is the top priority when looking for a new practitioner
- Google is the primary first interaction when looking for a new practitioner
Cara Holger - User Persona
Motivations
- She loves her work in the tech industry, so she doesn’t like getting sick
- Cara takes her health seriously and exercises regularly to keep in a good state
- Having access to the care she needs gives her peace of mind when living in the city
Goals
- Wants to find a doctor that specializes in women’s health close to her downtown apartment
- Maintain her overall wellness, both physically and mentally in the starting years of her career
Pain Points
- Cara does not know how or where to look for a doctor that specializes in women’s health
- Calling over the phone is something she hates doing
- She has about a 30 minute commute between her home and her office
User Stories and Task Flows
Sketches
Prototype
Two Prototyping Phases Were Carried Out...
Between each version, a round of user testing, feedback gathering, and changes was conducted. This informed how the next version of the prototype should be built out.
Prototype Version Two
Changes Between Version 1 and 2
Key Learnings & Next Steps
Key Learnings
- User testing and provide many useful insights for improvements.
- Showing process via rough sketches is useful, no matter their quality
- Before and after frames of app improvements also contribute to the story-telling process.
- A rough sketch can tell someone a lot more than a clean sketch.
Next Steps
- Another round of user testing.
- Further app refinement to bring it closer to the beta version/developer handoff.
- Incorporation of colour/imagery into the wireframes.
- Further feedback from other UX/UI Designers
- A newer version of the app with further functionality (95% working).