Self check-in in a healthcare center
Brief:
We want to help out the receptionist in the health center by implementing the possibility for visitors to make a self check-in, when they visit a doctor.
There is a machine, that was used a while ago to approve healthcare cards. It has a screen (not responsive to touch), a slot to insert the card and only one analog button.
How would you utilize the machine to get visitors to make a self check-in and not wait in line for the receptionist?
Comment:
First I had to analyze how the check-in process with the receptionist works. What is the information that she needs, but foremost what is the information that the visitor needs? Then I had to list all the different scenarios that could happen while checking-in - from missing the appointment, to having more kids with appointments on the same day. It was quite a messy process at the brainstorming stage.
Then I drew out the complete user journey map to establish a working flow that had to utilize the one button on the machine.
When the general user journey was established, I made some detailed user journey maps to establish a sensible information architecture. I made one journey map for the default journey, and one journey map with a bump - when more appointments are placed on the same card.
When the journey mapping ant the information architecture were aligned, it was time to go in and prototype different scenarios.
Here you can find working prototypes:
At this stage it would be time to present the project to the developer to identify any possible malfunctions or unaddressed issues. It would also be time to make appropriate user testing, specially for the user journey with the bump, which is a bit less intuitive. If the results would be "green", then the development would continue in back-end and simultaneously on the level of a detailed UI as well.
_______________
This was an interesting case study because it had very clear limitations - the rudimental machine that only had one button and no modern day tech functions. Even though it started more like a joke, it actually presented a very plausible solution.
