Summary
Introduction

The outbreak of coronavirus has put a lot of pressure on the healthcare infrastructure across the globe. The outbreak of the virus has made it difficult for people to visit hospitals and doctors over medical issues.

'FIG Care' app will help people in such situations, while at the same time reducing the chances of transmission of the dreaded virus at the hospitals and clinics. FIG Care is a cloud-based platform created by FIGmd Pvt. Ltd. to provide patients with better and faster healthcare at any time and place of their convenience.

The user is able to connect to a doctor through video/audio and get the consultation over phone/web by using this application.

It added that through the mobile app, the patients can upload their test reports for doctors to review. The doctors can upload prescriptions, notes, diagnosis on the app during consultation.

The patient has flexibility to select the doctor on the basis of name and speciality and mention the Reason of consultation and receive best care available.

Problem Statement

It’s 2 AM and your child is suffering from severe fever. As a parent, you will be worried and do whatever you can to bring your child some comfort.

You wish you could call a medical practioner for advice, but the world is sound asleep around you. What is the solution for such situations?

Design Goals

Design of application for Clinicians and coordinators to consult patients from distant locations(considering current COVID-19 Pandemic).

Making online consultation easy for clinicians and patients.

Help as many patients as we can with max efficiency. And providing better healthcare solutions to fight against COVID-19 situations.

Research
Challenges (Design, Developemet and Execution)

Quick Idea implementation, development, and release to capture the maximum share of the rapidly growing market.

Providing important functions and tasks upfront, to reduce the time for task completion.

Minimize Clinicians tasks to maximize the number of appointments handled by clinician.

Accessibility of mobile phones and the internet has remarkably increased in the world in the last decade, it is still inaccessible to the bulk of the population.

Research Methods

Discussions with Clinicians in our network.

Gathering more inputs by sharing relevant questinnairy with the clinicians.

Back and forth discussions with the Business Analyst team to gather more insights and finalise major functionalities.

Internal grooming sessions with Dev team to understand technological limitations and share the product insights.

Research Objectives

To decide the must have mainstream functions to achieve the final product

To identify positive and negative experiences during the online consultation.

To know key new technologies that need upgrade and integrate.

Understanding the technological constraint, and formulation of development plan/sprint.

Branding Goals

Figmd Care web will be a module, which will be a part of our Umbrella product Pegasus. And we will be integrating design guidelines from Pegasus to make it consistent.

On another hand, its Mobile application (serving patients’ needs) will follow its own branding and design language to make it as user friendly as we can.

Analysis

User Analysis

Target Users

  • Clinicians of different types.
  • Supporting coordinators of Clinician.

User Roles

  • Practice Admin
  • Clinicians
  • Coordinators
Environmental Profiles

Admin

Clinician

Coordinators
Location Worldwide (Begin with US and India) Worldwide (Begin with US and India) Worldwide (Begin with US and India)
Workspace Home/Clinic Home/Clinic Home/Clinic
lighting Good to better Good to better Average to better
Hardware PC,Laptop PC,Laptop PC,Laptop
PC,Laptop
Operating System

User Personas

Coordinator’s Persona

Basic Info

Name: Janice Miller

Gender: Female

Age: 34

Marital status: Married

Demographic: Illinois, United States

Education: B.S. in health science with concentration in healthcare management. Certification for Health Administration.

Devices: Android Smartphone
Windows PC

Browsers: Chrome, FireFox

Relationship with Technology

Very comfortable with computers.

Helped my staff learn our new scheduling system a year ago, and it updated my technological skills.

We have adopted the EHR system. Which was longer than expectations. 2 Doctors don’t like it yet, but the rest of us are now comfortable with it.

We do e-Prescribing and charting.

Life Objectives

Wants family to be healthy and fit.

Wants health optimised for all members/patients with best treatment available.

Wants to raise kids that have had the best opportunities.

Create safe and happy environment for everyone.

Experience

Started working with practice as an assistant to practice manager. When the job opened up for larger practice, I applied and I was accepted for the position. We have since merged with the Hospital group. I work at 3 of our 10 offices. My office is in one of our larger primary care practices near the hospital.

Communication Preferences:

Prefer getting emails because it can’t be lost and good for records. Usually recieves 20-25 mails by the time starting the work. Used to prefer calls and returning calls. But due to technological advancements prever emails and other options.

Scenario

Janice just started her morning shift and receives a clinical handover of all patients on the ward from the night staff. She goes through her mails and attends calls for walk-in visits. While attending the calls, in meantime she logs-in to Care platform, and easily checks upcoming online appointments for designated doctors. Goes through patient profiles and requested appointment timings.

After going through all the requested timings, she contacts clinicians for their schedule and availability, and also discusses any special patients they have on days schedule. As per availability of the Doctor, she accepts appointments which fall into doctors schedule, denies and reschedules rest of the appointments as per discussion with doctor, and helps the doctor share their workload and manage appointments.

Clinician’s Persona

Basic Info

Name: Sally Ryan

Gender: Female

Age: 38

Marital status: Married

Demographic: Illinois, United States

Education: Post Graduate

Occupation: General Physician

Life Objectives

Wants family to be healthy and fit.

Wants health optimised for all members/patients with best treatment available.

Wants to raise kids that have had the best opportunities.

Create safe and happy environment for everyone.

Relationship with Technology

Devices: iPhone, iPad, MacBook

Browsers: Chrome, Safari

Social Media: Facebook, Instagram, LinkedIn, Pinterest, WhatsApp

Habits

Online shopping

Regular exercise

Catches up with Coworkers

Spending time with Husband and children

Posts regularly on facebook and instagram Mainly related to healthcare

Regularly follows viral posts, particularly health related posts and lifestyle

Challenges

"I feel so busy!"- Sally

Not much time to spend with children due to work schedule.

Trying to stay fit amongst all the responsibilities.

Wants to remain relevant with career juggling different priorities.

Wants to ensure that her kids get the best in everything.

Scenario

Sally is working at Orthopaedic Hospital. She has a scheduled theatre list in the morning, an afternoon outpatient clinic, and also needs to follow-up on the progress of his currently operated and discharged patients. Due to Covid-19 Pandemic, She is following basic measures very strictly. She is helping patients to stay home by arranging online appointments for her patients, with the help of Figmd Care Platform. She conveys patients to take online appointments unless it’s very important. She has daily discussion with her co-ordinator, regarding her schedule and asks her to schedule the walk-in and online appointments accordingly.

Also, She logs into Care platform to check all the online appointments and her days schedule. Accordingly she accepts and rejects the appointments, and reschedules them with appropriate reasons. When all appointments are managed, she received notification for her appointment 15 mins prior to that. She can directly jump into appointment from notification. While she is having online appointments with patients, she goes through the documents and finds out about patients Diabetes and Cholesterol history. As per the patient’s history and Sally’s own diagnosis, She creates in-call notes, which are then shared with patients automatically and visible on the app.

Task Analysis

General Users Tasks
  • View and analyze own business performance and more information about the practice, its users, and their involvement in practice. Involvement in terms of revenue and appointments handling count. (For practice admin)
  • View their own appointments, requests. (For Clinicians)
  • Respond to the requests. (Accept, Reject appointment requests)(For Clinicians)
  • Reschedule or Attend accepted appointments. (for clinicians)
  • Manage appointments (Accept, reject, or reschedule) on behalf of the clinician.(for Coordinators)
  • View Patients information to know more about a patient’s background/history. (For Clinicians and coordinators)
Things user wants to know!

Admin

Clinician

Coordinators
Basic information about Clinic - -
Appointment statuses and basic appointment details (date, time etc) Appointment statuses and basic appointment details (date, time etc) Appointment statuses and basic appointment details (date, time etc)
Patient info and basic patient documents (if user is clinician as well) Patient info and basic patient documents. Patient info and basic patient documents.
Practice User Details - -
Business finance info Own Business finance info -
Things user wants to Do!

Admin

Clinician

Coordinators
Make business decisions based on data generated on a dashboard. Make business decisions based on data generated on a dashboard. -
Have basic information about patient and its background Have basic information about patient and its background Have basic information about patient and its background
Patient info and basic patient documents (if user is clinician as well) Patient info and basic patient documents. Patient info and basic patient documents.
Make video calls to diagnose and treat patients (If Admin is a clinician as well) Make video calls to diagnose and treat patients. Manage appointments on behalf of clinicians.
User Tasks

Admin

Clinician

Coordinators
Login/Create Account Login/Create Account using invite Login/Create Account using invit
Create a practice profile. - -
Add users to practice by sending invites. Join Practice using invite link Join Practice using invite link
Add, Remove, Update users & Manage practice account Edit and update own information Edit and update own information
Accept or Reject patient’s appointments. Accept or Reject patient’s appointments. Accept or Reject patient’s appointments.
Make or reschedule audio/video calls with patients. Make or reschedule audio/video calls with patients. Reschedule audio/ video calls on behalf of the clinician.
Share notes/documents with patients. Share notes/documents with patients. -

User Journey Analysis

Up until now we had a vague idea of how the app will function. Mapping the basic flow of the app forced us to figure each step on the path the users will take throughout the solution.

Emotional analysis helped us ideate what user might feel at different stages of journey, what their thoughts would be, and what additional actions they will require to do.

Analysis of actions gave us more idea about what functionalities we can develop and which can be excluded.

User Journey Map
Design

Paper Prototypes and Iterations

With derived pain points and goals from user journey, we began making sketches to create the UI of the app. Taking inspiration from other online consultation platforms like Practo and mFine, we played around with online booking methodology, and aligned them with general best practices. I also created a simpler version of the “Clinician Dashboard” and “Admin Dashboard” page to help users find it easier to manage their appointments and Practice. I tried several different solutions to these problems, and iterated till we achieve the most effective and simple solution.

  • Log in/Sign up (For new practice)
  • Select Plan (Admin)
  • Payment for Plan
  • Setup Practice (Add Practice Details)
  • Admin Dashboard
  • Accept Appointment (From Clinician View)
  • Reject Appointment (From Clinician View)
  • Clinician Dashboard
  • Practice Info & User Management
  • User Invite
  • Video Call (Clinician View)
  • Widget Details
  • Patient Details
  • Dashboard (For Coordinator)

Visual Design

We then used the paper sketches to create mockups of different screens in Adobe XD. Below you can see visual design of the key screens we designed in order to improve usability of the app according to the major pain points. We followed the existing branding and design of the Pegasus app, and tried to keep solutions as simple and effective as possible to align with the business goals.

Testing

User Testing and Feedback

Before finalising the visual details of the design, we analysed how our users responded to our chosen direction, with the help of basic analytics tools integrated in the system. Because our proposed feature was meant to solve an inherent user “need,” we conducted a concept test rather than a usability study. Our goal was to see if our users could complete a set task as quickly as possible, And to gauge the general interest in the feature, and to figure out which parts they found the most value in.

But we didn’t stop there. We didn’t wait for users to contact us with the problems they observed, rather we circulated surveys to gain their feedback. We released beta version of the app which had dedicated Feedback button to share their thoughts/problems directly with design team. With the iterative design method we updated the analysed solutions and pushed them with the help of the devlopers.

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