CITYCARE

A quick and dirty way to see a doctor remotely

DURATION

4 Weeks

2019, New York

TEAM

Hayk Mikayelyan

Zhoujian Sheng

Ruixuan Li

Danqi Qian

KEYWORDS

Healthcare system

ROLES

User Interviews, 

Wireframe,
User Journey, UI Flow, High Fidelity UI,

Interactive prototype

TOOLS

Sketch, Keynote Prototyping,

Ai, Ps

 
 

01 What is CityCare?

 

Design Overview

Have you ever been to such a situation that —— You are really busy for work recently, however, you caught a fever. You don't have time for either making a appointment or attending to see a doctor. So the only thing you choose to do is nothing except searching around Google and wait?

CityCare is a system designed for that, for sick visit-care to give patients a convenient empowering way to stay healthy. It is a one-stop basic healthcare service system which could provide timely advice and basic medicines. It also allows pharmacists to work remotely and communicate with patients easily and effectively.

During our research, we realize although US healthcare system seems supposed to be highly accessible according to marketing data, however, patients are still seeing a doctor mostly in case of serious emergencies. For slight illness, they try to self-treat by referring to a friend or looking for answers online, which would possibly miss the best time to see a doctor. This prompts us to design a community-based service system to provide timely professional advice remotely to users.

Key Features

02 Discover — Why not seeing a doctor when you get fever?

User Research

US healthcare system is supposed to be highly accessible.

The United States alone holds over 45 percent of the global pharmaceutical market, which worths over $150 billion dollars.

There are approximately 67,000 pharmacies in the United States.

There exists more than 100000 pharmacists all over the states, is and will be continue increasing every year.

'' I don't have time and it's so expensive for me. ''

We have interviewed 1 pharmacist and 8 users. We mainly focused on users' behaviors and current healthcare experience when catching slight diseases, and attitudes towards telemedicine.

PATIENTS  (n=8)

1.People won't see the doctor when it's not serious.

It's no surprise that no time for waiting, potential expansive bills and complicated charging system are 3 main factors, instead people ask friends, search on google, or simply just wait until they are cured or cannot stand the pain anymore.

2.People get confused when selecting similar medicine.

They also get confused in pharmacy because they lack professional medical knowledge when selecting medicine. Another confusion is they care about if insurance covers such medicine.

3. No TRUST for telemedicine.

For telemedicine, they currently don't have trust for remote diagnosing for personal information issues, diagnosis accuracy issues etc.

PHARMACIST (n=1)

4. Diagnosing symptoms is complex. 

Number of symptoms are greatly less than that of diseases, some diseases have the same symptoms. Doctors need to rule out other potential symptoms causes and examine exact reason through checking medical check results. There are potential risks if people don’t see the doctor on time, even with slight diseases.

5. Be careful with prescription drugs.

Prescription drugs require many regulations when using and could have side effects, unlike OTC drugs.

 

6. Remain negative towards remote diagnosing.

Telemedicine might be inaccurate. And it's easy to misdiagnosed or miss the best time of treatment.

Professional knowledge are highly required when operating medical-checking equipments.
 

 
 

03 Define

Problem

Why do patients see doctors mostly only for serious emergencies, trying to self-treat by referring to a friend or search on google?

Research Insight

EFFICIENCY / ACCESSIBILITY (1)

Medical service should be easily accessible especially in community, since seeing a doctor is time consuming, the whole making appointment procedure is too complex so that people put off treatment.

PROFESSIONALISM (3 4 5 6)

Professional doctors could reduce the risk of misdiagnosing remotely.

ASSISTANCY (2)

Most people are incompetent to tell differences in similar medicines, they tend to choose the expensive one or the one the they have seen on advertisements. But there are different side effects for different medicines, it is unwise to make decisions randomly without knowing differences.

Objective

How might we help users be more accessible to professional medical diagnosis with slight disease remotely?

 

04 Develop

Persona

Based on the interviews and observation with the target group, office workers around 25-35, I had built one persona to guide future iterations.

User Journey Map

To understand thoroughly about the barriers people encountered when they decide to see a doctor remotely, I mapped out the user journey which helped us come up with clear user scenarios that we could then take and design for.

Solution

What if there is ...

A medicine vending machine provides professional medical advice, basic health check, and medicine suggestions.

It is a one-stop basic healthcare service system focusing on slight diseases which provides timely advice and basic medicines to patients. It also allows pharmacists to work remotely and communicate with patients easily and effectively.

How it functions?

User Flow

I mapped out the app pages to figure out how each paint point could be addressed through different user flow and at the same time be integrated into a simple and intuitive structure.

 

Prototype & User Testing

We drew down some interfaces and the device, then we did a quick user testing with potential users to get feedback.

Here are what we found:

1. People felt weird talking to pharmacist remotely if they cannot see the doctor. 

2. Users want to make information delivery more comprehensive, e.g. compare medicines.

3. Users want to see the medicine.

4. Clean environment.

 
device.png

05 Deliver

Vending Machine Design

Colored panel and visually impaired accessible design

The physical form provides wheelchair accessibility and large multi-colored screen provides intuitive interactions. 

User Interface Flow

Wireframing

I mapped out the app pages to figure out how each paint point could be addressed through different user flow and at the same time be integrated into a simple and intuitive structure.

Visual System

High Fidelity UI

 

06 Reflection

This was a 4-week conceptual IxD project and I was surprised that our team could go this far. We design the whole experience with solid user flow and high fidelity prototypes. The usability problems gained from user interviews were obvious but tried to identify opportunities within current pharmacy experience was hard. Moreover, for four of us are all international students, we also spent time on understanding the US healthcare system first.

For next step, we may go further with medicine delivery feature on mobile devices.

SEE MORE WORKS

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Fluffy Fairy

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SHADOW

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Mad Clinic

Experience Design

Tulou

Animation

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