CareCompanion: Transforming Medical Support

Date: September 2023


Care Companion Home Screens

Overview

This case study delves into the journey of John, a persona representing those who grapple with uncertainty and fear in the face of medical crises. We discuss John's needs, pain points, and goal's as we design an app taylored around his persona.

Persona & Problem

Our Persona for this case study is John. John is a retired veteran who has served his country with honor. Now, in his golden years, he faces the struggle of medical emergencies and the challenge of finding the right help in critical situations.

John's main struggle is the uncertainty and fear associated with medical visits. He worries about being able to quickly access the appropriate medical care and information when he or his loved ones need it the most. This started with the recent health scare of a close friend. After witnessing the difficulties and challenges his friend faced during a medical emergency, John realized the importance of finding a solution to address his own concerns and ensure his future well-being.

Pain Points

  • Feeling helpless and anxious during medical emergencies
  • Difficulty in finding reliable and timely medical assistance
  • Limited access to medical information and support
  • Anxiety with decisions related to making appointments
  • Difficulty finding reliable doctors

Barriers

  • Concerns about the credibility and effectiveness of available medical emergency services
  • Uncertainty about the affordability and accessibility of reliable assistance

Primary Goal

His ultimate goal was simple yet profound – to attain peace of mind. John envisioned a future where he and his loved ones could effortlessly and rapidly access the necessary medical assistance and information during critical moments. He yearned to feel empowered and confident, rather than powerless, during emergencies.

User Research

To gather valuable insights into the preferences, challenges, and expectations of our target users, we conducted a series of interviews at my grandfather's retirement home. The retirement home is home to a diverse group of elderly residents, many of whom have varying degrees of familiarity with digital technology. We aimed to understand their attitudes towards healthcare apps, their daily routines, and the specific pain points they encounter when managing their health.

We interviewed 4 individuals, 2 Men and 2 Women asking them the following questions

User Research Results

For more significant results a wider array of seniors could be interviewed from multiple states and Socio-Economic status(my grandparents retirement home is a very nice and expensive one). Furthermore, interviewing more people would have been preferable to increase the validity of our results.

Some noteable responses.

User Testing

After I made my intital designs of the prototypes I performed 3 user tests on classmates of mine with the following user scenarios. This would have been better to do with my target demographic of senior citizens however at the time I was prepared to do User Testing I was already back at school where theere is little access to senior citizens. I plan on doing additional User Testing this Winter when I see my grandparents again.

  • As a user you are want to book an appointment with a trusted dentist in your area so that you have security knowing you are going to someone well trusted.
  • As a user you are want to see your past appointments so that you can rebook a doctor you previously went to.
  • As a user you are want to ask a question about what you should do about the lump on your neck so that you can go get the right help.

After recieving feedback from my users on this I made several changes from the inital designs. Firstly, I made the past appointments page clearer by putting it in tabs at the top of the schedule page. I also added an individual tab in the navigation to get to CareBot. This was hard for users to find as initially it was under a "messages" button on the My Info Page. Finally, users seemed to be able to find how to book appointments and find doctors really easily which I was happy about as it showed me that the process was intutive and clear.

Final Prototype

Final Screens for CareCompanion

All CareCompanion Screens. (1) Log in screen, (2) Home screen, (3) Doctor's Details, (4) Schedule, (5) CareBot AI Assisstant, (6) User Info

Carebot: Fast Access to Help

To address one of John's struggles regarding limited access to medical information and support as well as his difficulty in finding reliable and timely medical assistance I added an AI assisstant to CareCompanion called CareBot. You can ask CareBot questions related to medical support around you, what you should do in emergency situations, Booking Appointments, and much more.

Having this companion easily accessible through a tab in the CareCompanion App John is able to ask the questions he needs quickly and get responses instantaniously.

Easy Booking for Appointments

Addressing some more of John's needs, he feels anxiety with decisions related to making appointments and he has Difficulty finding reliable doctors.

CareBot touches on this but also to help with these needs I decided to make booking appointments and finding his schedule very easy. Right on the home screen John can see doctors ratings and speciality. Furthemore, he can sort by the type of doctor to find the type he is looking for. Finally, to help ease some of his anxiety and also to help potentially bed ridden users of CareCompanion it is super easy to book both clinical appointments and at home visits from the home screen.

Furthermore when his is booking appointments he can see the ratings of doctors in his area as well as reviews from other clients so he can find trusted and reliable doctors.

Easy booking appointments and finding doctors

What Surprised Me

The biggest surprise was how technology proficient the seniors I interviewed were. My grandfather I had already known was very technically proficient but the other 3 individuals I interviewed I didn't expect to have as much experience as they did.

Reflection

The CareCompanion case study has been an eye-opening journey that deepened my understanding of user-centered design and the profound impact it can have on people's lives.

This project reinforced the importance of putting users at the center of design efforts. John's persona helped us empathize with his struggles and needs, driving the development of features that directly address his concerns. Furthermore, Understanding John's emotional journey made me appreciate the human aspect of designing healthcare solutions. Beyond functionality, the ability to provide comfort and support during challenging times is a powerful motivator in designing healthcare apps. The process of refining and iterating on the app based on user feedback underscored the iterative nature of user-centered design. Continuous testing and improvement are essential for creating effective and user-friendly solutions.

Overall, this case study has deepened my appreciation for the intersection of technology, design, and healthcare, and I look forward to applying these lessons to future projects in the field of Human-Computer Interaction (HCI).