Rebranding | UX/UI Design | Design Research
Kind Clinic Kiosk is a digital health diagnostic and self-check in kiosk that serves as a system to help reduce wait times and be more accessible towards patients’ needs. By placing kiosks in the waiting areas, patients are able to bypass the receptionist and nurse and go straight into their doctor’s appointment from the waiting room.
Clinics need a system that’s more efficient and can handle more patients in a short amount of time. They can only offer a fixed customer experience rather than cater to specific needs such as language barriers, disability access and overall staying true to the word of keeping everyone comfortable and safe in a medical practice.
The outcome of this project was designing a user-friendly kiosk system that allows for patients to check in quicker and more confidently than at the receptionist. It also offers an accessible and quick diagnostic health exam so for whatever type of appointment you’re receiving at the clinic, you can view your initial vitals without having to see a nurse and go straight into your appointment from the waiting room.
Surveys were taken at the beginning of the process to discover a need for this kiosk in this specific location and to identify some of the problems happening in healthcare facilities. This survey was primarily online with a few in-person interviews because of Covid precautions and out of 10 questions, these 4 were selected as the most important regarding the in-person experience.
The responses received from the primary questioning shown that people aren’t going to the doctor’s as much throughout the year and prefer a shorter visit because of varying factors that need to be taken into consideration such as having busier schedules, not having insurance to pay for appointments and others.
Based on the primary surveying, different types of people that would potentially visit the clinic had to be identified to get a better sense of who will benefit from a kiosk and what specific problems needed a design solution.
To get a deeper understanding of a medical user and their needs based on their identifications, an empathy map had to be created to help identify someone’s specific methodology based on pre-determined health conditions or current ones and how they will approach something new in their environment.
How Might We Questions
To define the approach to the kiosk, areas of focus were identified to help create How Might We Statements. Following the creation of these statements, different user flows were questioned based on the initial survey answers and empathy map to see how effectively they answered these design problems and where revisions needed to be made to fully understand and prototype the kiosk.
To be able to prototype the kiosk, a basic understanding or user flow had to be created of how someone such as our empathy map example would go through their day and how the kiosk would make a difference in their appointment schedule.
Wireframe and Low-Fidelity Prototype
After creating a few iterations of the kiosk design, user testing on the user experience began by using quick wireframes and refining the low-fidelity prototypes based on responses. These tests helped identify structural UI design problems through feedback and helped answer How Might We statement problems that needed to be solved during the earlier research stage.
The design for the kiosk was created to help answer specific problem statements found in the beginning such as maintaining confidentiality between user and their medical information as well as offer an accessibility to disabled patients.
Kiosk Prototype Design
These are the highlights of the Kiosk Design such as the initial check in, diagnostic portion, problem detection, etc.
These are the first screens a user will view when they interact with the kiosk, check in will be available so that the nurses will be aware that the patient is currently at the kiosk and will be able to go straight to their doctor’s appointment from the waiting room.
This is the main component of the kiosk where it allows patients to do their diagnostic exam that they would normally do with the nurse before their doctor comes into the room, reducing their wait time for their appointment. They are 4 different tests with 6 second timers during every test so that each test result has an accurate measurement.
Whenever the user has a certain measurement that is over or under the normal health measurement, the results will pop up in orange where it will note the desired amounts for that specific test and note it on your receipt for your doctor at the end.
At the end of the diagnostic exam you will receive your test report of all of your measurements that you will give to your doctor and you can receive it through various methods such as printing it out or by text.
These settings can be accessed at any point during the kiosk walkthrough so that the user can adjust settings to their preferences and/or help if they have a disability and require more assistance.