The purpose of this project is to analyze, understand and evaluate the behavior of the users participating in the experience: end users (patients) and staff (Receptionists), discover faults and areas of conflict, evaluate them and generate ideas and solutions continuously, putting them into practice.
We carried out field work with the users involved:
They are the ones who interact directly with the totem by entering their data and who are admitted, confirming a appointments previously managed on the web.
In this work we carry out user observations in front of the totem, analyzing reactions, management times, reactions, behaviors and current effectiveness of the tool (percentage of transactions completed successfully or not).
In cases where the end user turned to a receptionist to complete the process, we delivered a short questionnaire to explain why she had not been able to complete the self-admission.
The experience of 50 respondents was taken into account, who provided information by filling out the form on site, related to usability issues, interface design and information flow such as:
They are the ones who initially provide support regarding the use of the totem, and in specific cases, personally assist in the completion of the Shift assignment process.
Description of task stages:
An investigation is carried out in the field on the users: Evaluation of times of the registration and appointments assignment experience. Questions to users and Mesa staff of Tickets. Behavior patterns. film records. Annotations.
An analysis is carried out considering the problems detected and the possible solutions to each of them, along with the objectives to be met.
Meetings are held with the entire team involved (creatives, developers, directors) to evaluate proposals and select one. The scenarios with which to interact are analysed: (public space, media and flowUI). Use cases.
A prototype is made with the proposal of each piece: communication of pieces to develop (demo scripts, UI scripts, etc.), and the flow of Registry use cases and Shift Orders (UI Totem).
A test of the navigability of the UI is carried out, through the use of “people”: up to 5 actual users of the system. The necessary adjustments are made.
The creative pieces evaluated (demos, posters, banners) and the graphic assets are produced of the flow of the totem in html5, ready to be integrated into the current system.
We saw that currently, the figure of the receptionists occupies an important place within the admission process, since they act as support (when the user cannot interpret the process via the totem) or as an alternative route,
in cases in which the user does not manage to finish it.
Receptionists' predisposition to use the totem varies according to the location of the reception and the volume of work that is required of them: At the Entrance Desk on the Ground Floor, for example, the predisposition is high, since they act as the first contact between the patient and the Hospital. they feel important in this process and do not see with good eyes "that a machine does its job". On the contrary, the receptionists on the upper floors, where bottlenecks are formed due to lack of space or because the totem refers the patient to finish their management in front of a counter, are the ones who most contributions and suggestions provided to achieve improvements in the process of its use.
They understand that a good totem performance speeds up appointments admission management and allows them to focus on other tasks.
Period: 2018 - January to November
Period: 2018 - September / October / November
Period: 2018 - September / October / November
Universe: 50 people
Universe: 20 admissions
This includes from the location of the totems (building a circuit where they are the first option to register) to the navigation of the interface and its performance. The process should be more intuitive. Registration should be more agile and faster.
The user must correctly interpret all elements within the interface. Both the elements or symbols and their layout should be adjusted and changed to avoid interpretation errors. Improve readability.
It is not the number of clicks but the content and titles of the links that have a fundamental role in usability. Communication of content to the end user should be improved and clarified.
Contents were adjusted at the text and image level, facilitating the understanding of the steps to follow.
The elements and symbols of the interface were modified, as well as the fonts and sizes. All adjustments related to the "look and feel" were made based on current color standards and fonts.
The moderator told each "person" the following goals:
Case 1: Person: The user is the holder of a Family Plan. Task: You must register using your PIN and assign your daughter an appointment with a professional.
Case 2: Person: The user is a patient. She doesn't remember what print she signed in with. Task: You must register and assign yourself a appointments with a professional using the fingerprint reader.
1: Log in with PIN.
2: Select beneficiary (relative).
3: Select a appointments from the list.
4: Self-assign a appointments to the beneficiary).
5: Log in with fingerprint.
6: Recover the footprint.
Initial page texts:
Are you attending a date with appointment?
Register with your Document number and PIN
Registration page texts:
Select the beneficiary of the appointments:
Confirm an appointment to:
Button texts "confirm".
Turn page texts:
The appointments has been confirmed successfully.
We have designed its interactive totem user interface, backoffice web site design and demo reels.