top of page

Nurturing U

Check-In Application

allowed patients to check-in and receive appointment updates and alerts from the privacy of their phone.

Check-in Kiosks

improved doctor patient confidentiality by reducing the number of people with access to patients' personal information.

Waiting Areas

were updated to reduce patients' stress levels and improve comfort.

Project Overview

​Design Team

Adriana Guzman

Bob Bartels

Cozette Kosary

Duration

15 Weeks, Spring 2012

Deliverables

Check-in Kiosks Prototype

Check-in Application Prototype

Renderings of Waiting Areas

Publications

Finalist in 2012 Nurture Collegiate Healthcare Design Competition: Project Titled:Nurturing U

Mentioned in November 2012 Issue of Design Healthcare and Blog

November 2012

​The Competition's Problem

Challenged with this year’s theme of “supporting mobile work in healthcare,” students will research the current issues facing a clinical healthcare environment of their choice, determine opportunities for improvement, share their thought process, and prepare presentations demonstrating solutions that support the mobile work of healthcare professionals by accommodating the demands of the task at hand and supportive technology.​

Design Team Focus

To Innovate Watkins Memorial Student Health Service Center's (Watkins) check-in and waiting experience for students and staff.​

Solution

Nurturing U stemed from the need to improve the check-in and waiting experience for patients at Watkins Memorial Student Health Service Center. It sought to offer both mobile technology solutions and spatial improvements to address patients' concerns with privacy, communication, and comfort when checking-in for an appointment and waiting to be seen by the doctor.​

​

Through the use of Evidence Based Design and User Experience Research, a check-in application, check-in kiosk, separate waiting areas, updated décor, and alternative waiting areas, were designed to innovate the clinic's check-in and waiting experience and improve patients’ concerns.

Design Process

Phase 1:

Define The Situation

To begin research, the design team set out to define the situation. This was accomplished by collecting a Current Data Analysis, Interviewing Stakeholder: Diana Malott, Interviewing Students and completing Evidence Based Design Research.

 

The Current Data Analysis provided the team with the History of Watkins, Online Resources, and Floor Plans.

 

The Interview with Stakeholder: Diana Malott, the Assistant Director of Student Health Services at the University of Kansas, allowed the team to learn what current technology was implemented in the space, how they decide to implement such technology, and what services where offered. It also provided the team with restrictions to follow to meet HIPAA Regulations.

 

The Student Interviews provided the team with information about students’ concerns around privacy, comfort, and communication.

 

After gaining these insights, the team met to find Evidence Based Design Research to address students' concerns and improve the clinic's check-in and waiting experience.

Method: Current Data Analysis

provided the History of Watkins Memorial Student Health Service Center, Online Resources, Floor Plans, and Expectations for the Student Health Center and Waiting Experience.

 

 

My Role:

• Co-conducted Diana Malott Interview

• Co-Conducted all Student Interviews

• Researched the use of a Phone as Paging Device,Skylights, and Cafes as Alternative Waiting Areas

Method: Evidence Based Design Research

evaluated clinics and how technology was implemented to improve the waiting check-in and waiting experience.

 

Topics Researched: using the phone as a paging device, separate waiting areas for sick and well patients, and alternative waiting areas such as cafes.

Phase 2:

Observe and Research

To begin observing the current waiting and check-in experience at Watkins, the design team conducted Participatory Observation, Customer Journey Maps, and Walkthrough Analysis of the Clinic’s Facilities.

 

Through Participatory Observation the design team was able to see: how students checked-in, what information was available in the environment,  and which waiting areas students chose to sit in.

 

The design team also made individual appointments and created Customer Journeys Map, using the 5 E's: Entice/Anticipate, Enter, Engage, Exit, and Extend/Reflect, as a lens to analyze their experience.

 

Diana Malott led the design team on a Walkthrough Analysis of the clinic's facilities to showcase furniture, spatial layouts, and technology within the rooms.

 

Once observations and research were complete, the design team facilitated a Brainstorm Session to compare maps and discuss problematic areas where technology could be used to produce a more fulfilling experience for patients.

My Role:

• Observed Students for Participatory Observation

• Created a Customer Journey Map

• Co-Conducted Walkthrough Analysis

• Co-Facilitated Brainstorm Session

Method: Walkthrough Analysis

offered a visual and verbal representation of the clinic's facilities purposes, furniture, technology, and spatial layouts.

 

Areas observed: Waiting Areas, Check-in Area, Exam Rooms, Immunization Room, Treatment Clinics, Radiology, Labs, Pharmacy, and Draw Rooms.

Method: Design Brainstorm Session

allowed the design team to overlay and compare Customer Journey Maps. Problem areas were highlighted and mapped in terms of the location where they occur within the clinic. Solutions for improving the Customer's Journey were then brainstormed.

Phase 3:

Reflect on Wants & Needs

To reflect on wants and needs, the design team organized a list of Goals, Objectives and Policies, drafted Personas, created and tested Situated Action Prototypes, and conducted Spatial Relation Interviews.

 

A list of Goals, Objectives and Policies  were generated to define students’ goals (wants), describe objectives (what the goals are), and show policies (how to go about achieving the objectives to meet the goals). 

 

Three Personas were generated to represent the users and stakeholders involved in the clinic experience.

 

To begin Situated Action Prototype Testing, the design team generated Low Fidelity Paper Prototypes using Balsamiq Mockup to reflect the Check-In Kiosk and Check-in Application Process. Individuals were asked to test the Prototypes by using them to check-in and wait for an appointment.

 

Individuals were also asked to participate in a Spatial Relation Interview. Students were handed a stack of post-its and asked to layout the perfect waiting area. These interviews offered the design team a starting point for designing the clinic's layout.

My Role:

• Goals, Objectives and Policies

• Drafted Personas

• Balsamiq Mock-Up App. Prototype

• Conducted Spatial Relation Interviews

• Analyzed Testing and Interviews

Method: Persona Development

represented Users and Stakeholders involved in the clinic experience. They provided a face, story, and goals for the design team to empathize with. They also offered users a story to identify with and role play when testing Situated Action Prototype.

Method: Spatial Relation Interviews

revealed verbal and visual insights on how users want the spatial layouts of waiting areas to look and feel.

 

“I am not interested in interacting with other people.”

“Add side tables for your stuff.”  “It’d be nice to have vending machines.”

Phase 4:

Create A New Experience

The design team was able to create a new experience by converting the Situated Action Prototype to PDF and allowing users to see virtual renderings of the space.

 

To further the Situated Action Prototype Testing, the design team used the Paper Prototype feedback and the KU Brand to generate a PDF Version of the Prototypes. Individuals were then asked to use the Prototypes to check-in for an appointment and wait to be seen.

 

After the devices were prototyped, the design team showed users Virtual Renderings of the space in Sketch-up. Students were told to critique the space and offer suggestions on ways it could be improved. 

 

Virtual Renderings Included:

  1. Separate Pharmacy Waiting Area

  2. Alternative Waiting Area: Café

  3. Blue Waiting Zone for Healthy Patients

  4. Red Waiting Zone for Sick Patients

  5. A Help Desk

  6. A Weigh Station

  7. Check-in Kiosk

  8. Aesthetic Attributes: Aquariums and Sky Light

Method: PDF Prototype Development

used the feedback from Paper Prototype Testing to change the visual graphics and gesture interaction for the Check-in App. and Kiosk Prototype screens.

 

Eliminated Alerts every 5 minutes and replaced it with a halfway alert and one minute alert. Transition screens were reduced.

My Role:

• Co-Conducted Situated Action Prototype Tests

• Generated Sketch-Up Model

• Analyzed Testing and Interviews

Method: Situated Action Prototype Testing

uncovered verbal and visual insights on how users want the Check-in App. and Kiosk to look and feel.

 

Waiting alerts are good.   "Tell me when the halfway point is.”

"Needs sound with alerts."   “Can I just use my phone to check-in?”

Solution

Nurturing U was a submission to Steelcase’s Nurture Competition.

 

It established a proof of concept on ways to improve the check-in and waiting experience for patients at Watkins Memorial Student Health Service Center. It offered both mobile technology solutions and spatial improvements to address patients' concerns with privacy, communication, and comfort when checking-in for an appointment and waiting to be seen by the doctor.​

 

Final Thoughts and

Presentation

 

My Role:

• Organized Insights For Presentation Boards

• Wrote First Draft of Paper Submission

 

bottom of page