Based on the research performed at Aflac Cancer Center, Children's Healthcare of Atlanta (CHOA), it was identified that patient's (children) experience emotional sadness due long waiting hours at the clinic. This affected overall mood of the clinic and resulted in furstrating clinic experience. Not only kids, but even parents/guardians experienced frustration.
We designed a process that introduced playful activities for the children throughout the clinic. The solution included an iPad app and QR codes that are available at various locations within the clinic. This would improve a child's interaction with the environment and result in a delightful experience for the child and their parents/guardians. On the other hand, the system also functions as a data collection tool for the clinic to continuously improve their process.
The Aflac Cancer & Blood Disorders Center, Children’s Healthcare of Atlanta is one of the largest pediatric cancer and blood disorders center in the United States. Out of this establishment, we are focusing on the Scottish Rite location. The Scottish Rite facility is focused on treatment of children ranging from 6 years to 21 years of age and has approximately 60-70 patients visiting the facility each day for treatments like infusion, chemotherapy, and routine checkups.
The patients (children) who visit the clinic, along with their parents, often experience long waiting hours in the entire process of treatment. Many times, the patients (children) idly spend time at the clinic waiting throughout the different parts of their clinic visit (ex. waiting for nurse in clinical room or waiting for the doctor for treatment). Our responsibility for this project is to make their wait time productive and enjoyable. At the same time, collect quantitative and qualitative feedback from the kids and their parents/guardians at each step of their visit to continuously help the clinic improve patients experience.
My primary role in the team is as a UX Designer and UX researcher. From the start of the project I have been involved in formulating an entirely new process for the kids to be involved and enjoy their time at the clinic. I also played an important role in the design sprints for ideating the final designs for the iPad app and the web portal. I will also be involved in iOS development for the iPad app.
Our first meeting with the client was held at the Scottish Rite location of Children's Healthcare of Atlanta. In this meeting we interviewed our client, Karen Wasilewski, Clinical Director at the Aflac Cancer & Blood Disorders Center at Scottish Rite, and a few nurses to gather preliminary information about the clinic functioning.
Karen also explained step-by-step process that a patient goes through in a typical clinic visit. This visit gave us first-hand experience of a typical patient visit at the clinic and understand their pain-points.
User Journey Map
Understanding the patient emotional state at each stage of the clinic visit was important for us to explore the opportunities for improvement. We performed observations and interviews to formulate the following user journey map.
User Journey Map
The clinic at Scottish Rite currently uses a paper tool called "Passport". This tool was designed by the Georgia Tech's SimTigrate Design Lab after the research they performed at the hospital. It is currently used as a data collection tool from kids that visit the clinic. The clinic administrators fill times for kids treatment in the same passport.
Passport paper tool
Our Proposal and Workflow
We came together as a team to analyze all the information we gathered and strategized a process to make optimal use of resources with an aspect of discoverability at each stage.
In this design sprint we gave ourselves 3 minutes to come up with one possible sketch for each screen that we identified in the iOS app.
We then presented our designs to all the team members along with the moral behind designing the way we did.
Each presented sketch was followed by a critique session from other team member. These discussions gave us insights into possible pitfalls in the designs and ways to overcome them.
Based on the discussion, we merged multiple ideas from different sketches and designed a single layout for each screen.
#Wireframe for iPad App
Once completed, I converted these sketches into LoFi mockups using Balsamiq. These mockups allowed our client to visualize the product and share feedback about the flow and functioning rather than worring about the aesthetics.
#Wireframe for Web
Along with the iOS application, we went through the same process to created these wireframes for the web application.
Though the iPad application was designed and developed following standard design principles, designing for kids is always challenging. There is always an unpredictable aspect of usability when designing for kids. So I decided to perform user testing to validate friendliness of the interface with kids. Following are a few of the key findings I got from user testing:
The NEXT button is too small in ratio to the other buttons on the screen.
Few kids expected to enter their name or wanted to enter custom names for the characters.
None of the kids we tested with selected the option to draw their custom character.
Kids did not understand the information provided on QR code instructions page.
We presented this project to professors and representatives from Aflac center. The feedback provided identified plenty of small insights that are so important to consider when developing a system for medical organization. Following are a few of the important insights.
Nurses who use the web dashboard, should not be able to modify questions or delete responses. This can lead to inconsistent data.
The responses collected from the patients and their parents should be randominzed with minimum identifiable information. This will allow the hospital admins to consider every response meaningful and without a bias.
The 'terms and conditions' added to the iPad app was an outcome of this presentation. The authorities present at the presentation explained us the importance of having terms and conditions to be signed by the patients or their guardians.
We are currently focussing on user testing of the iPad app. The more we test with the kids, the better we can optimize the application based on kids mental model.