VisitER, an app meticulously designed for Emergency Room visitors, seamlessly enhances their experience. It empowers patients to stay informed, receive timely care, and actively participate in their healthcare decisions by implementing a comprehensive communication and information system.
Primary Research, Ideation, Wireframe, Evauation
Adobe After Effects,
Adobe Premiere Pro
The current state of the Emergency Room (ER) has primarily focused on managing patient emergencies, providing timely medical care, and ensuring patient safety.
What the existing product/service fails to address is to effectively communicate with patients, leaving them feeling like they haven't received timely care during their ER visit and lacking the necessary information to make informed decisions and engage fully in their healthcare experience.
The insights gathered from our secondary research are known for its often overburdened healthcare system. Our primary research revealed that patients and caregivers, fully aware of the limitations in enhancing any hospital resources or facilities, exhibit significant patience and respect towards the current healthcare system. They desire a healthcare experience where they feel seen, heard, informed and comforted. Based on the primary research, we determined that the current ER visit experience needs to be improved and redefined from one of dread to one of dignity, empathy, and respect.
Sally Waiphoevar is our representative ER visitor. As an energetic girl, she has her college life fully planned with new things so that she can sufficiently enjoy school life. She has a strong curiosity and is interested in figuring out the answers and rationales behind problems. So for her, the blind and inefficient ER experience is unacceptable.
Dreaming big to meet users’ needs, we have come up with ten big ideas and three absurd ones to initiate the process of enhancing the ER visits, in order to provide an emotionally supportive, informed, and encouraging experience for patients.
To identify potential areas for improvement in Sally's ER visit experience, we mapped out her journey and collectively voted on the pain points where we see opportunities for enhancement.
After mapping the clustered and voted ideas on the prioritization grid, we have “informed tracking system” as the home run, “comforting companion” and “live news feed” as quick wins, “smart notebook” group as big bet, and “caring nanny” group and “entertaining room” as marginal gains. Within these options, we determine to go with the home run, quick win, and big bet, which are the “informed tracking system”, “comforting companion”, “live news feed”, and “smart notebook” respectively.
To narrow down the focus, we clustered the ideas into nine groups and voted on the feasibility and impact for alignment. Thus, we get a solid base on which we can prioritize the practical and meaningful tasks to cost-effectively improve the current situation of visiting an ER.
Based on the evaluation analysis, critical issues are highlighted in sections of the “things to change” and “questions”, which will cause confusion and affect users going through the three basic functions to be aware fo their wait status. This would mainly include icon size, labeling, and component design, based on which we will revise our design as the first step accordingly. And inspired by the “new ideas”, such as having notebook synced with doctor’s system, we will involve new futures while maintaining the solid base of “things that work”.
For next steps, we will improve our design based on evaluation findings, conduct another testing for more revision, and take other features of “Notebook” and “Account” into account for further development.
We assume that hospitals are willing to collaborate and share real-time data on wait times and the number of patients in the waiting room with the VisitER app. This assumption is based on the premise that hospitals recognize the value of enhancing the ER visitor experience and are open to contributing timely and accurate information for the benefit of their patients."
Two key takeaways from the VisitER app project are the importance of validating assumptions and the need to limit the project scope within a tight timeline. Acknowledging and testing assumptions, especially regarding hospital collaboration, proved crucial for project direction. Additionally, navigating the limited timeline underscored the necessity of setting realistic goals and priorities to achieve a successful outcome. Moving forward, these lessons will guide our approach for more effective and efficient project execution.
Jasmine Zhang, Hao Wu, Candice Zhou, Francesca Cheng
© Jasmine Zhang 2021