OVERVIEW

My Role

UX designer/researcher

Team

Anne Chen - UX designer/researcher

Candice Huo - UX designer/researcher

Elena Lai - UX designer/researcher

Wendy Liu - UX designer/researcher

Timeline

Oct 2023 - Dec 2023 (8 weeks)

This was an academic project at the University of Toronto. The theme of the project is to improve the life of citizens living in Toronto. The topic that we focused on is to improve the experience of visiting walk-in clinics.

PROBLEM

More and more residents are seeking healthcare from walk-in clinics, which is becoming the main primary care provider for many Canadians.

The shortage of family doctors in Canada has led many patients to identify walk-in clinics as their primary care provider. With more people relying on walk-in clinics, it is increasingly serving as the main doctor for many Canadians. Due to high demand for walk-in clinics, this leads to more difficulties accessing healthcare at these clinics.

DESIGN CHALLENGE

With an increase in reliance on walk-in clinics in Canada, how might we improve the experience of visiting walk-in clinics for patients?

SOLUTION: INSTACLINIC

A mobile app for obtaining all-inclusive, up-to-date information about each walk-in clinic.

View live wait times at each walk-in clinic.

  • See live wait times that are updated in real-time.

  • Go to the walk-in clinic with the shortest wait time.

  • Avoid a long line up at the clinic.

Look for detailed information about each walk-in clinic.

  • Understand who the doctors are at each clinic.

  • View the medical services provided at the clinic.

  • See an overview of the clinic’s contact information.

Skip the waiting line by booking an appointment at a walk-in clinic.

  • Select an available date and time for an appointment.

  • Confirm your personal information for the appointment.

  • View details about upcoming appointments.

PROCESS

Our design process was carried out in the following process, with approximately 2 weeks for each step.

SECONDARY RESEARCH

We conducted our secondary research using online news articles and academic journals. Feel free to read our full research report here.

PRIMARY RESEARCH

Users don’t have enough information about walk-in clinics (i.e., wait time, availability of doctors). This lack of information results in frustrations in their experience at the walk-in clinic.

MAIN INSIGHTS

The location of the walk-in clinic is a crucial consideration.
All 10 interviewees mentioned that the location or distance of the walk-in clinic is the factor that determines their choice of walk-in clinic.

Many interviewees expressed pain points with a long wait time.
Followed by the location or distance of the walk-in clinic, the wait time was the next most-mentioned factor when determining which walk-in clinic to go to.

Most people default to using Google Maps when searching for walk-in clinics.
8 interviewees use Google Maps as their go-to method when they are looking for a walk-in clinic. 5 out of 8 of these interviewees expressed frustrations about the inability to find all information about walk-in clinics in Google Maps.

USER PERSONA

Based on the research that we’ve done, we established our main user persona:

USER JOURNEY

With the user persona in mind, we created the current and future user journey. The future user journey helps minimize pain points that the user is currently facing.

IDEATION

Using the user journey and user persona, we brainstormed with several ideas that can be a potential solution to the design challenge. The goal of this ideation phase was to come up with wild, imaginative and creative solutions. I created a prioritization grid to determine which solution was the most feasible and impactful.

LO-FI WIREFRAMES

As a team, we collectively brainstormed several sketches for the lo-fi wireframes. After deciding on our design direction and strategy, we created the following lo-fi sketches:

USABILITY TESTING + DESIGN ITERATIONS

Main Design Improvements

We conducted usability testing on our mid-fidelity prototype with 5 users. The testing sessions helped us identify gaps in our prototype and understand how we can improve the usability of the app.

Add a New User Flow to See Appointment Details

  • The original user flow was for users to access upcoming appointments in their “account”.

  • Feedback revealed that users want to be able to see the appointment details right after booking the appointment, so we added a button to see upcoming appointments on the appointment confirmation page.

Remove Unnecessary Call-to-Actions for Booking Appointments

  • Initially, we had a “Book” button on the page with the doctor’s background information, which created a false illusion that users can book for a specific doctor.

  • Ultimately, we removed the “Book” buttons from the doctor’s information page, which helped create a clearer user flow.

Incorporate Ability to See Detailed Information about Individual Doctors

  • Based on feedback from usability testing, users want to see more detailed information about individual doctors on a separate page.

  • As a result, the doctors’ information page contains a brief description of the doctor, and the “learn more” buttons leads to more detailed information about the doctor, which allows for more progressive disclosure.

FINAL PRODUCT

PROTOTYPE

REFLECTION

What I Learned

If I Had More Time…