Public healthcare case study

Who has never waited for hours in a waiting room?

Who has never had trouble finding an appointment with a health professional?

Everyone of course!

We are all aware of the organizational problems and the lack of personnel in public health.

All the more since the health crisis affected the whole world, we have all become aware of the importance and the critic situation of this sector.

Through this case study, our team of UX designers: Ariane, Eloïse, Dahyun, Morgane and I, tried to answer to the following question:
How might we transform the end-to-end experience of access to public healthcare?”

Presentation template by Slidesgo, images created by Freepik

In order to answer our problematic, we decided to put in place a design thinking method.

Secondary research

First of all, we have conducted a secondary research* and we discovered that there are digital innovations that are emerging such as telemedicine, numeric medical passport,…

But, as the same time, we noticed several negative insights:

- The digitalization of medicine in France is lagging behind the rest of Europe.
- France has a good health system but its European ranking decreases from year to year.
-There is a lack of organization in the system especially.
- The lack of healthcare professionals generates inequalities of access to care and geographical.

After, a brainstorming session we created an interview guide in order to collect feedbacks from 6 healthcare professionals thanks to remote interviews.

We have met a wide variety of profiles from 20 to 60 years old:

Once all the interviews were done and all the data has been pooled, we built an affinity diagram.

Affinity diagram

7
categories of themes came out:

Presentation template by Slidesgo & images created by Freepik

After a dot voting session with the team, we decided to focus on digitalization because we thought that solving this problem will save time on such a large scale that can improve significantly the quality of care.

Health professionals all complain a lot about the French healthcare system. One of them even compared it to “a dinosaur”.
The importance still given to paper seems to belong to another age because it slows down or even prevent the centralization of data.

Some software do not allow scan to be imported and the administrative procedure as well as these old tools are extremely time consuming.

In addition, it will also facilitate the communication with care givers and from care givers to patients. More importantly, it will improve the geographical inequalities of access to care, improve organization, provide material solutions in an environment which is lacking modern tools.

Finally, our user persona was born!

After our research, Elisa was an evidence:

Presentation template by Slidesgo & Photo by Bermix Studio on Unsplash

To go further…

To better understand Elisa, we focused on her user journey.

Presentation template by Slidesgo & images created by Freepik and designed by Eloïse Merian

As you can see above, we have created Elisa’s user journey map.
Her working day is divided in 4 parts:

  • Arrival at the hospital,
  • Datas transmission,
  • Datas checkup,
  • Patient tour.

We realized that the most important pain point was during the datas checkup part, especially when she tries to descript the written patient follow-up of her previous colleagues.

Therefore, we decided to focus on this pain point to propose a solution to Elisa.

But before to propose a solution… be sure of the problem!

Presentation template by Slidesgo & images created by Freepik

Once all the team was on the same wavelength regarding the problem statement, we went through a Crazy 8’s technic to look for the best solution.
We had to, each, drew 8 ideas in 8 minutes. The funny part was when we all shared, to the rest of the team, our drawings… we are really not “Picasso”!

But, at least, we did it! And after a second round and a brainstorming session, good news: we succeeded!

Our solution

Presentation template by Slidesgo & Storyboard by Eloïse Merian

We really wanted to offer Elisa a comprehensive and easy-to-use tool.
Our proposition, for her, is a collaborative digital tool based on the Agile method.

Thanks to a digital Kanban board Elisa will have the possibility to:

  • Have a complete overview on the actions carried out by the previous team
  • Prioritize her day and assign tasks to each member of the team
  • Access quickly to patients’ data
  • Voice control previous, current and future tasks
  • Voice record patients summary which will be automatically transcribed into text.

We are convinced that Elisa will be as devoted but much less exhausted thanks to our tool.

Thank you for you reading and do not hesitate to share your comments :-)

*Sources: Santé Publique France, l’Assurance Maladie, Ministère des solidarités et de la santé, Ipsos, Le Monde, Deloitte, Le figaro

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