Organizational
Structural
Clinical
Lack of diversity in healthcare leadership and workforce which creates challenges serving diverse patient populations. Additionally, limited clinic hours and intimidating administrative processes that discourage undocumented patients from seeking healthcare services.
Lack of interpreter services, and culturally appropriate health education materials. Members of minority groups also face structural barriers with regard to referrals to specialists and continuity of care
Sociocultural differences between patient and provider are not fully accepted, appreciated, or understood. Patients may have very different socioculturally based health beliefs; medical practices, including use of home remedies; attitudes toward medical care; and levels of trust in doctors.
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Users found Concept 1: Live Transcription to be valuable and result in increase comprehension, comfort, and care. We also received feedback where a user mentioned hesitancy surrounding digital literacy, as their mom would not be able to easily navigate the tool without their child's guidance. This informaed us that we needed to prioritize ease of use.
Concept 2: Interpreter Services had benefits for patients & their family members/caretakers, as well as for the doctor treating the patient. This provided ease of access for patients to these interpreters that some didn't know exisited. Interpreters provided by hospital was seen to be a negative experience for the patient and nurses.
Concept 3: Family Management Profile was seen as a useful tool for organizing and delegating responsibilities of family members for the patient in their family.
Concept 4: AI Chatbot was removed as a feature because there were privacy and realibility issues with the feature. Many of our patients are still unfamiliar with AI and voiced skepticism with the information that the AI provided to them.
Before creating any prototypes, we used competitive interaction mapping to get an idea of common information architecture and core features of a patient portal. This allowed us to recognize areas where our app can improve and build off of the weaknesses in these portals, such as the abundant required actions patients are required to make for various user flows. We then created a site map to visualize the structure of our app and ensure that the functionalities and content were easily navigable.
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Our design process was characterized by a strong emphasis on iteration and feedback. Through extensive usability testing, we evaluated the ease of usability and effectiveness of these prototypes.
After receiving feedback, we embarked on a series of 5-6 iterations for each key feature. Some iterations were driven by usability test findings, while others involved our team critiquing each other's designs and incorporating best practices. We aimed to refine the design at each stage, ensuring a continuous improvement process.
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"Now, let's go through the process of how Chloe (the mother) can utilize our application to receive assistance when she's feeling sick."
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Granting Account Access
- Chloe gives Emma (her daughter) account access
Scheduling Appointment with Doctor
- Emma books an appointment for Chloe with a physician
- Emma's Chinese is not great (fears incorrectly translating)
- Decides to also include an interpreter
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Using the transcription to engage in
conversations
- Emma runs late to the appointment.
- Chloe (the mother) decides to use the live transcription to help her translate
Defining unknown terms
- Chloe is unclear what an "orthopedic specialist" is, so she clicks to see the definition
- Once the appointment is complete, she ends the live transcription
Viewing test results and getting clarification
- Doctor said to expect the results of a blood test
- Emma and Chloe check the test results
- Emma messages the physician about the blood test
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Paying appointment bills
- Emma remembers that she needs to pay her mom's hospital bills
Treatment plan
- Emma remembers Chloe’s doctor sharing that she needs to pay more attention to her diet
- Emma looks at the past transcription
- Doctor prescribed a new prescription which they view in the portal
