A Service system to improve female clinic experience
Service Design | Doctor-patient relationship | Breast Disease
Barriers should be reduced for female patients to go to hospital and check their breasts.
In China, many female patients miss the best time for breast cancer treatment due to untimely consultation or diagnosis. Complicated clinic experience and unfriendly hospital services make timely consultation not the first choice for women.
What can we do to improve their experience?
A service system for young female breast cancer preliminary examination was built specifically for a local hospital to improve private experience and to provide guides for female patients.
01. Private Guide
An instructional guide to avoid asking embarrassing question about private part, and help patients quickly find their way to registration for the first time they go to the hospital.
2. Improved waiting area experience
Educational brochures and digital contents help patients know better about themselves. Nurse consulting area is redesigned and become more friendly for chatting.
Add visual barriers and instructions in the clinic room to Protect patients from chaotic situations and peeking.
4. Info Form
Desktop Research & Problem Scope
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. In order to understand pain points, analyze phenomenons to find design opportunities, I kept good summaries and visualized data from research. I concluded some facts:
-Hospitals should be the first place to go, timely exams are recommended. The disease can be easily diagnosed and healed at its early stage.
-Chinese women are facing an increasing rate of breast cancer , however lots of them delayed diagnosis because of lacking of knowledge, economic issues, and high unwillingness.
Field Research & Target Audience
Since this is a project for the local hospital, our group put emphasis on how we can solve the problem from hospital’s perspective. Even we know that the public education is also an important part for women to raise their recognition, this will involve contributions from more social powers. The target groups will be females who should go to public hospitals for diagnosis.
I arranged information from field research using methods from user journey map. This helped me better build the whole picture of patients experience.
Our group went to two hospitals. One is specialised for cancer treatment, one is for gynecological diseases. And several important process is compared during this research. The privacy issues, complex instructions and misleading information are shown to varying degrees in different hospitals.
Field Research in two hospitals
Interviews From different stakeholders
More stakeholders should be taken into account. I conducted interviews with young people who might face risks, and assisted with other team members to do in-depth interview an experienced doctor. New pain points are revealed: Long waiting time, repetitive work, and patient’s anxiety.
Interview of different stakeholders
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.
Design Problems Analysis
Based on insights, and ideations. Four main spots in targeted and was redesigned for better service experience. I built the space model, and simulated the environment in SketchUp. I also designed high-fi interfaces for digital form during the waiting time.
For each opportunity, our group decided on following the patient’s trip to improve the hospital’s environmental experience and, based on the communication need, to improve the information experience through digital interfaces and brochures
As for the information form, based on information from doctors about some basic questions. I designed it to be easy-comprehensive digitally.
# User Goals 1 Precise description of symptoms >>>Visualized important body parts
# User Goals 2 Comprehension of professional medical questions >>>Optimized the expression of scientific terms
# User Goals 3 Help better memorize life detail >>>Humanized the tones of expressions