Improved at-home medical test order and profile management with an intuitive account system
The Client
Chekker is a digital health platform that offers quality at-home lab testing. Chekker is helping patients get access to the best private laboratories from the comfort of their homes. With Chekker, spending hours waiting in queues at diagnostic centers or hospitals is now a thing of the past, as you can now book your medical tests from the comfort of your home, get samples collected by the Chekker medical team, and Lab results are well-vetted and interpreted by Medical professionals before they are sent to you within 24 - 72 hours.
Problem Space
The primary challenge faced by Chekker was the lack of a reliable tracking system for test orders. Users struggled to monitor the progress of their medical tests, leading to frustration and uncertainty about their status. This deficiency necessitated manual oversight by the support team, consuming valuable time and risking potential errors in updating users. The absence of an efficient tracking mechanism undermined Chekker's goal of providing a seamless and convenient experience. Addressing this issue was crucial to enhance user satisfaction, streamline operations, and uphold Chekker's commitment to accessibility and convenience in healthcare services.
Design rationale
Implementing a robust tracking system within Chekker's website allows users to easily manage their at-home lab test orders and profiles, increasing their trust in the company’s service and transparency. This automated system optimizes internal processes, reducing support tickets and staff errors. This initiative aligns with Chekker's vision to revolutionize healthcare accessibility through technology and user-centered enhancements.
Research
User Research and Interviews
During in-depth conversations with users, two recurring challenges surfaced, significantly impacting their experience. For at-home lab tests, users faced hurdles in tracking the phlebotomist responsible for sample collection, along with the process of the sample reaching the lab and the expected time for results. These gaps in tracking not only caused anxiety but also hindered users' trust and satisfaction. After the results were ready, users manually booked appointments with doctors through Calendly but struggled to track the appointment day until the support team sent an email with the confirmed time. This lack of real-time visibility caused inconvenience and uncertainty. Similarly, The insights from these user experiences underscored the urgent need for an account system that would offer seamless tracking capabilities, providing users with real-time updates on their appointments, sample collection, lab processes, and result availability. This solution aimed to address user frustrations and elevate the overall experience by granting users control and transparency over their healthcare journey with Chekker
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Analysis
Aligning Together
I conducted user research by analyzing support tickets, emails, user interviews, and survey responses, ensuring a comprehensive understanding of user perspectives. Analyzing each interaction and feedback item allowed me to identify recurring patterns, pain points, and needs among users. These insights directly informed my design decisions, enabling the ideation of precise solutions aimed at alleviating these specific pain points. By aligning these findings with Chekkers’ business goals, I ensured that the solutions were not only user-centric but also strategically aligned with Chekker's growth trajectory. This analytical process served as the bedrock for implementing meaningful changes that resonate with user needs.
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Users in Mind
It was crucial that we created personas in order to keep our attention on the users and prevent letting our own needs trump those of the users.
Market Analysis
To emphasize the characteristics, benefits, and structure of comparable solutions that facilitate contact between medical experts and share medical data, I reviewed existing products. This made it easier to comprehend the network's trajectory and identify our product's unique selling proposition and the ways in which it benefits customers.
Ideation
Designing for Humans
Armed with a wealth of insights, I plunging into the realm of ideation. This is where I transform understanding into action, igniting innovation that aligns with genuine user needs.
Point of View Statement
Based on our discoveries a point of view was drafted.
I met Victor a 32-year entrepreneur who owns an ICT equipment supply business. He was surprised to realize that in 2020 banks are still using manual documentation to give out loans. He wonders if this means that the banks are not utilizing the power of technology to make the loan application process easier. It seems like he needs a way to secure loans for his business effortlessly from the comfort of his home.
How Might We statement
To generate creative solutions while keeping the team focused on the right problems to solve, we decided that the best approach will be to use a How Might We statement to suggest a possible solution.
Prototype
The wholesome experience
The solution improves the indoor air quality of users sustainably, thereby improving users' quality of life.
Abstract to Visual
In the care plan, each patient’s care line team has an overall care plan, which will describe the goals of the patient and medical professionals. Each medical professional also has an individual action plan where they describe what they’ll do during and between their one-on-one appointments. When an action plan is not going well, they’ll be able to update their status on the patient’s difficulty level, which prompts other team members to be notified. We found through interviews that medical carelines (especially rehabilitation experts) would like to intervene and offer advice to others when things aren’t going well.
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