Overview
The healthcare industry has been growing at an exponential rate since the outbreak of COVID-19, with technological advancements accelerating its transformation. Despite this progress, the traditional process of securing a doctor's appointment and enduring long waits at clinics can be frustrating.
To address these issues, we are introducing a groundbreaking feature: a Real-Time Wait Time Tracking System. This innovative addition is set to revolutionize patient experiences by providing live updates on wait times, offering a significant improvement over traditional methods. Our solution promises to transform the way patients interact with healthcare services, making it more efficient and less stressful.
Behind the scenes
One morning, my best friend asked for my help to take him to a cardiac checkup the next day. Despite a crucial 11 am meeting, he assured me the 9 am appointment would be quick, and his pre-booked slot meant no wait. We arrived on time, only to find out at the reception that the doctor was delayed due to an emergency with no clear start time. Frustrated by the lack of updates, we spent an agonizing hour waiting without being able to step away. After a three-hour wait, my friend finished his consultation, and I missed my meeting. This experience highlighted the need for real-time updates on appointment schedules, leading me to decide to develop an app to provide such information and help patients better manage their time.
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Timeline
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9 Weeks
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Role :
Lead Designer
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Tools :
Figma, Photoshop
The Challenge
In the rapidly evolving landscape of healthcare, numerous apps are available to help patients book doctor’s appointments. However, based on our recent persona survey, a significant issue remains: even with a scheduled appointment, patients often face lengthy wait times. This uncertainty can be frustrating, as it leaves patients unable to plan their time effectively. They might be stuck waiting in the clinic, unable to step out for a quick coffee or run an errand, simply because they don’t know when they’ll actually be called in for their consultation.
The Goal
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Develop a real-time wait time tracking feature in the app to give patients live updates on their expected wait times.
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Implement an automated alert system to update patients on changes to their appointment status or wait times.
Defining Users
Steve Smith
Office AdministratorAbout
A 30-year-old Canadian who skillfully balances a demanding job as an office administrator with a rich tapestry of personal passions who is living in toronto. His love for travel shines through in his adventures and photography, capturing the essence of each destination he visits. Cycling is his way to stay active and clear his mind, whether he's hitting the trails or exploring the city. Family is central to his life; he dedicates significant time to caring for his elderly parents, despite the challenges of balancing work and caregiving. Even with a busy schedule, he remains deeply committed to making the most of every moment with his loved ones.
Personal Goals
- Enhance photography skills to capture high-quality images of travel and daily life.
- Plan two new travel adventures each year to explore diverse cultures.
- Improve care and support for elderly parents while balancing other responsibilities.
Personality
Brands Liked
Empathy Map
Does
Search for Top Doctors, then check the ratings & revies and finally book an appointment.
Say
I need to find a good doctor for health issue, wish the appointment booking process were easier, and hope to secure a time that fits my schedule.
Think
I hope the doctor understands my symptoms, resolves my health issue quickly, and addresses my concerns about the waiting time.
Feel
I’m frustrated with the long waiting times despite having an appointment, but hopeful that the doctor will provide effective treatment.
Clensi Maggi
Marketing ManagerAbout
A vibrant 49-year-old marketing manager at a car dealership. Gardening is a particular passion—she finds immense joy in nurturing plants, whether tending to a flourishing vegetable patch or enjoying the colorful blooms in her garden. Cooking is another way she expresses her creativity, constantly experimenting with new recipes and delighting in preparing meals that bring people together.Health is a significant aspect of her life, and she’s managing some personal health challenges with resilience and a positive attitude. Despite the difficulties, she remains committed to balancing her career, hobbies, and well-being, making the most of each day.
Personal Goals
- Expand gardening knowledge and improve plant care techniques.
- Improve overall health and effectively manage personal health challenges.
- Enhance support for my son while managing other responsibilities effectively.
Personality
Brands Liked
Empathy Map
Does
Search for top doctors, review their ratings and feedback, book an appointment, and set a reminder to ensure that I don't miss it.
Say
Get a checkup at any time, booking an appointment is easy, but the charges are always quite high.
Think
I’m wondering if I can trust online appointment apps, whether I’ll see the doctor at the exact time, and if I’ll receive proper treatment.
Feel
I’m frustrated by the long wait times even with an appointment, but I remain hopeful that the doctor will deliver effective treatment.
Brainstorm Section
Architecturing the App
Find a Doctor ?
Low-Fidelity Wireframes
Starting The User Interface
- Usability Test Findings I have conducted a user survey involving seven individuals across various age groups. A significant issue reported by many was the extended waiting time in front of the doctor’s office, even after securing an appointment. To address this concern, I am implementing a key feature in the app: Real-time Wait Time Tracking. This feature will provide patients with live updates on their expected wait times, aiming to enhance their overall experience and minimize frustration.
KEY FEATURE
Stay on Top of Your Tokens !
Introducing our revolutionary Token Tracking System! Stay seamlessly informed with live, real-time updates about your booked doctor appointments. From the moment your consultation begins to any emergency interruptions and the current status of your token, you'll receive instant push notifications—no need to keep checking the app. And if network issues arise, we've got you covered with SMS updates. This feature is set to transform the healthcare experience, making your appointments more transparent and stress-free than ever before.
Style Guide
Visual Design
Montserrat Semibold
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Montserrat Medium
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Final Outcomes
In conclusion, addressing the challenge of unpredictable wait times in healthcare settings is crucial for improving patient satisfaction and efficiency. By integrating a real-time wait time tracking feature and an automated alert system into our app, we can provide patients with live updates on their expected wait times and keep them informed about any changes to their appointment status. This approach will not only enhance the patient experience by reducing uncertainty and frustration but also enable them to manage their time more effectively. Ultimately, these improvements are expected to foster better communication between patients and healthcare providers, leading to a more streamlined and patient-centered approach to managing appointments.