Breast care Service

ROLE

Concept/research/visual

DELIVERABLE

SERVICE & APP

DURATION

3 Months

DECK

DOWNLOAD

PROJECT VISION

Barriers should be reduced for female patients to go to public hospital for breast examinations. In China, female patients usually miss their best time for breast cancer treatment due to late diagnosis.  Unfriendly public hospital services and confused service process create great barriers for female looking for help from hospitals. Breast Care Service is an experience design and service design for young female breast cancer examination, for a specific local hospital in Shanghai, China. It optimizes breast examination service and provides multiple guides for female patients.

DESIGN CHALLENGES

Solutions

The Breast Care Service includes three parts:

Overview

Research

Research Goals

Research METHODOLOGIES

To better understand the severe situations. I made a series of desktop researches about major patients for the breast cancer, diagnosis time and methods, and the current situation in China. Our team made surveys, conducted in-depth interviews, and arranged field researches to collect data and gain insights for our research goals.

Preliminary research

I did several desktop researches to gain insights at a larger scale into the common reasons about late diagnosis situations for breast cancer patients. According to the research, reasons are about two aspects, socially and personally. Our group decided to tackle on the personally unwillingness and lacking of knowledges.

Intercepts

We conducted eighty intercepts with people age group from 20-40, to know about what they concerns about public hospital services and breast diseases. Many of them show worries about their interactions with doctors in hospital,  confusing service process and knowledges about the diseases. Conclusion: After collection of people’s attitude about topics, we use that this to make interview questions.

Interviews

We had in-depth interviews with students,  patients who had breast diseases to gain more specific aspects of their worries and unwillingness. 

Insights: We learned from patients that, long and boring waiting time, unfriendly attitude from doctors, and emotional anxiety they experienced discomforted a majority of patients.

EXPERT Interview

We conducted an interview with Dr. Guo, she works in department of Mammography over 10 years, and we hoped to gain a different perspective about patients’ high unwillingness of hospital’s experience about breast cancer diagnosis.

Insights: From the doctor’s interview, we realized that repetitive documentation work could decrease efficiency, and providing basic knowledge for patients would help them reduce anxiety and be more acceptable for the results which would reduce conflicts between doctors and patients.

FIELD RESEARCH

We went to two typical public hospitals for breast cancer diagnosis treatment, and did field research to analyze specific steps patients would go through, and clarify a complete user journey through field observations and short questions with patients.

Insights: Through our observations and questions, we found that registration process and information were confused and unclear, and waiting experience is dull and oppressive.

INSIGHTS

IMG_0983

PERSONA

Worked with team members, we analyzed the factors that make public hospitals a hard place to go. Based on research insights, I developed our target users, highlighting her experience and attitudes.

Research SyNthesis

Through analyzing researches and interview, our group prioritized several points that could be further developed.

USER JOURNEYS FOR DESIGN OPPORTUNITIES

Our groups go through each steps patients would go through, and map pain points to the whole public hospital services to find design opportunities.

IDEATIONS

CONCEPTS

I ideated on several communication ways to delivery required information to patients to increase knowledge, eliminate anxieties and improve efficiency through online service.

DESIGN & ITERATIONS

We tested visual solutions for information delivery, and invited several people to try the digital prototype about online questions pre-fill part. 

#prototype 1 : LOW-FI & Sitemap

#Prototype 2 VISUAL Solutions

Final Output

TAKEAWAYS

This was a group project based on actual needs, we received approval from the client hospital when our group provide our strategies. I was happy to learn that some more professional brochures on breast cancer are being produced. This project made me more aware of the issues related to women’s quality of life and how to prioritize the users during the whole design process and its iterations.

Research control group

Yangpu District Central Hospital, is the target object of our design this time. As a general public hospital that specializes in breast diagnosis and is medium-sized. We selected two very different research subjects, and both are large public hospitals. To a certain extent, they amplify the problems women face in seeking medical care from different perspectives. One is the privacy issues faced by general hospitals and the communication issues faced by women’s hospitals while waiting. There is also the problem of optimizing the information guidelines they share, and the problem of doctor-patient conflict.

Information Visualization & Digitalization of Process

When it comes to communication between doctors and patients, specialized descriptive terms can be perplexing, and visualization can solve some problems very efficiently. For hospitals, where digitization would have been done by the doctors themselves to enter into the medical record library, public hospitals, on the other hand, can make good use of waiting time to enable patients to enter medical data themselves, also saving time for both parties.

interactive design and graphics

In the first version, the digital questionnaire was designed with abstract graphics to avoid embarrassment. After iterations, a better representation for patients is a pattern that is closer to the actual one. Therefore optimized the graphic.