Preventive Care
Service Design for Hills Medical Group (USA)
Project Type
Service Design
UX Design
UI Design
Design Research
App Design
Mobile Design
Team
Me, myself and I
My Responsability
Research
System mapping
Journey mapping
Information architecture
Lo-fi prototyping
Hi-fi prototyping
Time
2 weeks
'Hills Medical Group' is a large network of hospitals and care centres around a populous metropolitan area. Amidst the COVID-19 crisis they faced the problem, both patients and healthcare delivery systems refocused their efforts on emergency crisis response. As such, there has been a significant decline in routine
preventive care, in particular, cancer screenings. The client asked me to come up with a service solution that will encourage better adherence to recommended preventive care cadence, safely and efficiently.
Project Short-Term Outline
,,
Adherence is the extent to which a person’s behaviour – taking medication, following a diet, and/or executing lifestyle changes, corresponds with agreed recommendations
from a health care provider.
The World Health Organization
In an earlier phase of collaboration with Hills Medical Group, my colleagues spoke with primary care
physicians and three common themes emerged:
Different priorities:
Patients are currently focused on other health issues, such as obtaining and therefore do not
give the attention needed to routine screenings.
Fear & anxiety:
Patients worry that they may be exposed to COVID-19 while at medical facilities.
Changing schedules and needs:
Working remote has changed how patients plan and schedule their own care.
Why women in the USA don't take preventive care during COVID-19?
27%
Other reasons
25%
Lack of money and/ or insurance
23%
Lack of time
16%
Fear of getting COVID-19
9%
Fear of getting bad results
Source: The Importance of Preventative Care During COVID-19,
Marisa Cohen, August 2020
27%
25%
9%
16%
23%
24%
Only 24% of women in the USA regularly get mammograms, an exam that can detect breast cancer
Key hypotheses for the solution
know rights
remind me
make
sure
save time
find method
Inform people about their rights to get the most of the preventive care for free or at low cost
Reminding people about recommendations on the frequency of preventive care in their preferred way
Reassuring people that this period is the safest period lastly because all the protective measures are in use.
Saving people’s time by creating kits of tests and analysis that can be taken at
once in one place with a lower price
Help people to book visits/ screenings/ checkups/using best for them method of communication
version 2.0
Stakeholders level
A - customer
B - internal stakeholders
C - external stakeholders
Stakeholders map
To realise the new suggested solution the system needed to be updated in the form of adding a new external stakeholder. Hills Medical Group needed to implement an info centre that would be responsible for communicating information to the existing and future users:
-
inform users about their rights for services with or without insurance,
-
remind them about the recommended frequency of preventive care exams and tests,
-
inform on the state of protective measures in medical centres,
-
optimise the time of visits and
-
help people to book their visits in their preferred way of communication.
Customer Journey Map
Customer Journey Map helped to define user journeys, tasks to perform in an app, the hierarchy of tasks and elements and create the diagrams of the process flow. This work let to optimise the tasks before designing them in wireframes.
Low-fidelity prototyping
High-fidelity prototyping
October 2021
Design research, service design, system map, customer journey map, user flows, witeframes, lo-fi prototyping, hi-fi prototyping.
2022
Heuristics evaluation, usability testing, co-creation sessions, workshops with stakeholders.
As a result of intense efficient work together with Hills Medical Group a service solution that will encourage better adherence to recommended preventive care cadence, safely and efficiently was designed with the help of service design tools and user experience prototyping tools. The next steps are planned and include heuristics evaluation and usability testing, co-creation sessions and workshops with stakeholders.