Paway
UX Design App Project
This User Experience project started with one question: How can we improve pets’ quality of life when being transported with their owners? It is known that many people in big cities don't own a car and therefore rely on public transportation or taxis to transport their pets with them. It was also discovered during this research that people living in cities like London and NYC are more likely to carry their pets with them.
Paway
UX Design App Project
Paway
UX Design App Project
This User Experience project started with one question: How can we improve pets’ quality of life when being transported with their owners? It is known that many people in big cities don't own a car and therefore rely on public transportation or taxis to transport their pets with them. It was also discovered during this research that people living in cities like London and NYC are more likely to carry their pets with them.
This User Experience project started with one question: How can we improve pets’ quality of life when being transported with their owners? It is known that many people in big cities don't own a car and therefore rely on public transportation or taxis to transport their pets with them. It was also discovered during this research that people living in cities like London and NYC are more likely to carry their pets with them.
In response to the evolving needs of GP surgeries and patients, our NHS App Notification Project aimed to streamline communication channels. By addressing concerns raised in user research, we successfully introduced a multi-channel notification system, enhancing patient experience and potentially saving significant time and costs.
NHS App Notification: Developing a better
GP-Patient communication
A user-centric notification service project for a healthcare.
Responsibilities
As a Service and UX Designer, I led the design strategy, focusing on improving communication between GP surgeries and patients. My responsibilities included creating user journeys and ensuring the seamless integration of the notification system.
Hypothesis
-
Introducing a streamlined notification system will enhance GP-patient communication and reduce operational costs.
Methodology
We employed a comprehensive research approach, combining GP surgery surveys, content testing with patients using Userzoom, and in-depth interviews with GP surgery staff. This allowed us to gather insights, refine our strategies, and ensure the effectiveness of our solutions.
Goals
-
Notify patients when their registration is accepted by a GP practice and they’re now enrolled.
-
Improve patient experience by providing clear and transparent communication.
-
Save time and money for GPs.
-
Understand and address concerns raised by GP staff.
Key Findings:
01.
75% of surveyed GPs found the notification system useful
02.
60% agreed to provisional adoption.
03.
£2.10 / week per patient potential cost savings
04.
22% of all GPs in England do not send any registration confirmation
Problem Statement
As a patient, I'd like to be notified when my GP registration is successfully accepted SO THAT I can start using their services.
UX Research Insights:
01
Timely Communication Matters
GPs concerned about timing and additional health questions
Patients appreciate multi-channel notifications
GPs need clarity on actions and next steps
02
Content Testing Revelations
Patients understood proposed content
Iterations for onward journeys and GP contact details
Content passed comprehention analysis
03
GP Surgery Perspectives
GPs value the potential for time and cost savings
Concerns about the impact on processes and patient satisfaction
Worried about change of current notification process
04
User Preferences Across Channels
NHS App: Convenience and security praised
SMS: Cost-effective but security concerns
Email: Preferred for organisation but may be missed
Accessibility
Audit
For GPs:
-
App and notification system designed for easy navigation
-
Consideration of potential accessibility challenges addressed in UX design.
-
Emphasis on user-friendly design elements in the app and notification interfaces.
For Patients:
-
Multi-channel notifications cater to diverse user preferences.
-
Inclusive design principles applied to app, SMS, and email interfaces.
App Navigation Enhancements:
-
Implement features like voice commands and large buttons for GPs with accessibility needs.
-
Provide clear alt text for images and concise language for easy comprehension.
User Feedback Loop:
-
In-app feedback options designed with accessibility in mind for patients with diverse abilities.
-
Regular accessibility testing to ensure the system remains inclusive for all users.
Journey Map
01
Registration
Lack of immediate confirmation leading to patient uncertainty. Some patients may dismiss notifications, assuming registration is complete.
02
GP Manual Input
GPs receiving patient's registration, copying and pasting information to local system. If information is missing, they will contact patient before acceptance.
03
Confirmation
GPs needing timely confirmation to proceed with patient care. Uncertainty on the patient's end regarding the successful registration.
04
Notification
Confusion in app navigation, potentially delaying user actions. Varying user preferences and attitudes towards communication channels.
05
Feedback
GPs concerned about the impact of the new system on their processes. Patient apprehension and potential dissatisfaction with the new notification
Archetypes
The Traditionalist GP
Prefers existing notification methods.
Requires assurance of security and ease of use. This archetype values the existing notification methods and may be resistant to change. Assurance of security and ease of use. Clear benefits of transitioning to the new system.
The Efficiency-Driven GP
Seeks time and cost-saving solutions.
Open to innovative notification methods. This archetype prioritises time and cost-saving solutions to streamline processes. Demonstrable evidence of time and cost savings.
Assurance that the new system integrates seamlessly into current workflows.
The Skeptical GP
Wary of potential disruptions.
Requires clear benefits for adoption.
This archetype is cautious about potential disruptions caused by the new notification system. Clear benefits and a detailed understanding of the system's impact. A phased implementation plan to address concerns gradually.
The Patient-Centric GP
Prioritises patient experience.
Willing to explore new communication avenues. This archetype values patient experience and is open to exploring innovative communication avenues. A system that enhances patient satisfaction. Assurance that patient-centric features are prioritised in the new system.
Cognitive Load Reduction
Simplified message content for easy comprehension
Behavioural Triggers
Timely notifications to prompt user actions.
Trust Building
Security features emphasised in app and SMS communication
Feedback Integration
In-app feedback loops for continuous improvement
Psychology of Design
Principles and Laws
Conclusions and Recommendations
Decisions
Despite SMS popularity, we opted for app notifications and emails for enhanced security and cost efficiency. This decision aligns with GP preferences and addresses potential security concerns.
Results
User Experience and Adoption:
-
Achieved a 20% increase in user satisfaction.
-
60% adoption rate among GP surgeries.
Operational Efficiency and Cost Savings:
-
Reduced GP administrative workload by 30%.
Projected saving of around £25,000 in notifications sent.
Communication Channels and Patient Empowerment:
-
Implemented multi-channel notifications with 98% efficiency.
-
Improved health literacy and patient engagement.
Data Quality:
-
Improved data flow and system connectivity.
Solutions
Multi-Channel Notifications:
-
App, SMS, and email options for flexibility.
-
Improved content based on user feedback.
Streamlined App Flow:
-
Enhanced navigation for a seamless user experience.
Security Emphasis:
-
Security features highlighted in app and SMS communications.
Cost and Time Savings:
-
Potential cost savings for GP surgeries.
-
Time-efficient communication processes.
This case study showcases our commitment to improving GP-patient communication, delivering a solution that prioritises user experience, security, and efficiency.
Notification Feature Prototype
Join the Newsletter
Join our email list and get access to product design news.
Let's Connect
© 2024 by Natalia Torres