The Smart.Helios team showed me what they had learned from a professional researcher: that virtually all patients entering a hospital or clinic, brought a smartphone with them (which was not really a surprise).
And that virtually all patients start by asking the staff virtually the same questions.
My task was to explore ways of helping the patients with answers, and the staff by alleviating the load on them.
Challenge
- Majority of patients are not tech-savvy
- NLP (natural language processing) à la IBM's Watson et al. meant sending data to the USA
- Data protection laws in eHealth are extremely strict
Analysis
- The "decision tree" covering the most frequently asked questions & their answers wasn't very large, at least in phase 1
- The UI needed to be really simple
Solution
- Focus on smartphone usage
- A simple 'clickbot' which any one could use
Role
- UX Designer
- Researcher
- + Interviews
- + Focus Groups
- + Usability Tests
Tools
- Paper & Pen
- Sketch
- Flinto
Deliverables
- Customer Flows
- Wireframes
- Layouts
- Prototypes