CAL POLY HEALTH CENTER APP
The Health and Wellness Center at Cal Poly is the campus doctor for students. The Health Center App gives students the ability to book appointments, pay and order their prescription, check in remotely, and have access to doctors 24/7. With the improved system between students and the Cal Poly Health Center we hope to see an increase in students going to the Health Center and a decrease in their time spent in the waiting room. We hope to eliminate communication friction and tp present the Health Center in its most positive light.
OVERVIEW
The Health and Wellness Center at Cal Poly is the campus doctor for students. The Health Center App gives students the ability to book appointments, pay and order their prescription, check in remotely, and have access to doctors 24/7. With the improved system between students and the Cal Poly Health Center we hope to see an increase in students going to the Health Center and a decrease in their time spent in the waiting room. We hope to eliminate communication friction and to present the Health Center in its most positive light.
EVENT
My Role: UX/UI Researcher, product designer
Tools: Adobe Xd
Teammate: Kelly Wong
Skills: User testing, prototyping, competitive analysis, visual design
PROCESS
PROBLEM STATMENT
Students at Cal Poly need a way to schedule appointments more conveniently and to more easily access health services because currently wait times are long and communication has room for improvement.
OUR SOLUTION
We believe that by improving the way students set up appointments, walk in for check ups and communicate with the health center, we will be able to achieve maximum efficiency. We will know this to be true when there are shorter wait times, better communication between students and physicians and an improved overall experience.
AFFINITY MAPPING
We each wrote down all the problems, opportunities, and important aspects of the current health center experience. Next, we organized the post-it notes into related groupings to find common themes. We sorted our post-its into usability, service, accessibility and facility.
COMPETITIVE ANALYSIS
After researching our competitors, we found that many successful healthcare applications offer appointment scheduling, lab results, locations and hours, bill payments, and their patients are able to order their prescriptions online. The Cal Poly Health Center app will include all of these things as well as online check-in, telemedicine, online chat, and live wait times. Many of the hospitals are starting to offer telemedicine such as video calls between doctors and their patients. Cal Poly’s Healthcare app will be up-to-date with current technology and the future of medicine.
USER FINDINGS
We interviewed 6 students that had been to the Cal Poly Health Center on multiple occasions.
Utilized Health Center because it was free and convenient
Most students scheduled an appointment instead of walking in without one
Students disliked waiting
Would likely use an app if the Health Center has one
PERSONA
We created two personas, which are people in our target audience that might use the Cal Poly Health Center app.
SCENARIOS
Michael is a second-year at Cal Poly. He is studying Kinesiology and is on the wrestling team. Michael had a rough Monday morning and rolled his ankle at wrestling practice. The athletic trainers told Michael that he needed to get an x-ray to make sure it was not broken. Michael checked-in through the Cal Poly Health Center app before he went over and only brought the paperwork signed by the athletic trainer verifying that his left ankle needed a few x-rays. Since Michael had already checked-in, he was able to walk straight into the x-ray waiting room. He was the only one there so he was taken in immediately. After the x-rays were finished, the nurse told him that he will be able to see the results on through his Health Center app and the pictures will be sent to the athletic training room. Later that evening Michael checked his results using his app. On the homepage he clicked his profile and then results. There, he was easily and quickly able to see that his results came back and he did not have any breaks in his ankle. Michael was pleased that he did not have to wait until the next day to go into the training room to find out his results because he was very anxious.
USER FLOW
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SKETCHES
LOW FIDELITY PROTOTYPE
GUERILLA TESTING
We had 6 individuals test our low-fi prototype of the Cal Poly Health Center app to test its functionality.
USER OVERVIEW
We are currently developing an app for the Cal Poly Health Center on campus. The app is meant to offer a place for students to easily make appointments, get back results, chat with doctors, order a refill of a prescription, learn more about health and mental health, and more. We have developed a low fidelity prototype to test the app thus far. We are asking people to complete a series of tasks to see if the layout and design of the app is easy to use. We want the app to be straight forward and for users experience to be a good one. We will give you three different tasks to complete. For each task, you will start and end on the home page. If you have any confusion about a task or how to complete it please let us know. We are not testing you, we are testing the system. All types of feedback is encouraged.
USER TASKS
We had 6 individuals test our low-fidelity prototype of the app. Individuals were given a brief overview of what they'd be doing along with specific tasks that we were testing. The overview and tasks are shown below.
Task 1 - It is Wednesday afternoon and you haven’t been feeling well since the weekend. You want to see doctor to see if they can give you anything to help you feel well again. Open your Cal Poly Health Center app and make an appointment. Chose the next available appointment at the earliest time possible.
Task 2 – You have a check-up appointment with a physician at the Cal Poly Health Center. You have a busy day so you don’t want to waste any time filling out extra paperwork when you get there. Open the app and check-in. The app will ask you if you have any updates, you will select none because nothing has changed since your last visit.
Task 3 – You have had a rash on your legs for weeks now and it won’t stop itching. You have tried a few different creams you got from the local drug store, but nothing seems to be working. You went home for the weekend, but want to meet with a doctor from the Cal Poly Health Center. Open the app and chat with a doctor about your rash. The doctor prescribed you a cream that you can pick up from the campus Health Center. After chatting with the doctor, navigate to the prescription page and order for it to be picked up.
RESULTS
We had 100% completion rate for this test. We changed the day of the week to a calendar format to reduce the confusion. We also changed the format of the pharmacy ordering so students wouldn't have the option of how often they ordered. We thought that would be more on the doctors end so we removed it from our student side app.
USER TESTING
We had 6 individuals test our hi-fi prototype of the Cal Poly Health Center app. Individuals were given a brief overview of what they'd be doing along with specific tasks that we were testing. The overview and tasks are shown below.
Task 1 – It is Wednesday afternoon and you haven’t been feeling well since the weekend. You want to see doctor to see if they can give you anything to help you feel well again. Open your Cal Poly Health Center app and make an appointment. Chose the next available appointment at the earliest time possible.
Task 2 – You have a check-up appointment with a physician at the Cal Poly Health Center. You have a busy day so you don’t want to waste any time filling out extra paperwork when you get there. Open the app and check-in. The app will ask you if you have any updates, you will select none because nothing has changed since your last visit.
Task 3 – You have had a rash on your legs for weeks now and it won’t stop itching. You have tried a few different creams you got from the local drug store, but nothing seems to be working. You went home for the weekend, but want to meet with a doctor from the Cal Poly Health Center. Open the app and chat with a doctor about your rash. The doctor prescribed you a cream that you can pick up from the campus Health Center. After chatting with the doctor, navigate to the prescription page and order for it to be picked up.
RESULTS
KEY FINDINGS
3 individuals skipped part 1 of task 3 which required them to talk to online chat with the doctor. All attempted tasks were completed with 100% success rate. We found the most issues in the wording of our tasks. Users were confused about the dates they needed to make their appointments. There were some small issues with our hotspots, since the users clicked the right area but nothing happened.
CONCLUSIONS
Overall, we had positive feedback on our app and its usability. In the future we would want to test more users and word our tasks better. Unfortunately we were not able to catch the task wording in our pre-testers which caused some of our testers to skip part 1 of task 3 which required them to chat with the doctor. We hope our app will make it easier for students to set up appointments and be more efficient with their time. Moreover the app will help them pay and order their prescription, check in remotely, have access to doctors 24/7 and more. With the improved system between students and the Cal Poly Health Center we hope to see an increase in students going to the Health Center and a decrease in their time spent in the waiting room. We hope to eliminate communication friction and present the Health Center in its most positive light.
