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COMFORT
COMMUNICATION
PRIVACY
Supply individual space
Reduce patient contact with people other than doctor,nurse, and pharmacist
Security of information (why visiting)
Information about conditions, medicines, basic health improvements
Directive information: What to do (Wayfinding) and where do you go (Info finding)
Security of information (give the appropriate information)
Alert system (when is your turn)
Reduce Contact with Patients
Materials of Space
Keep Informed of Visits Progress (Where are you at in Line)
Allowing Individual Behavior/ Environment
INNOVATING AUNIVERSITYCLINIC'S CHECK-IN AND WAITING EXPERIENCE
Description:
*WATKINS MEMORIAL CENTERSTUDENT HEALTH SERVICE CENTERUNIVERSITY OF KANSASMISSION:Student Health Services supports the students learning experience through the delivery of high quality affordable healthcare services and innovative pro-grams that promote the health of the student, University and community.
Our objectives:
Give privacy to users
Improve communicationReduce stressGive information to users
Reduce germs in waiting roomImprove comfortReduce waiting timeGive users something to do while waiting
NURTURING U
OUR MAIN GOAL:IMPROVE the WAITING EXPERIENCE atWatkins MemorialCenter SHS*
SOLUTION STRUCTURE:
The Nurturing U project stems from a need to improve the check-in and waiting experi-ence for patients in the Watkins Memorial Health Center, located on the Lawrence campus of the University of Kansas. The main goal of this project is to improve the patient waiting experience inside of the main Watkins waiting area. A final product then emerged that reflected the teams Evidence-Based Design (EBD) ap-proach to solving the discovered problems.
By the 1960s, the university had outgrown Watkins Memorial Hospital, opened in January 1932. The hospital, the gift of Elizabeth Miller Watkins and named for her late husband, could not be expanded because of its hillside site, so a larger, more modern hospital was planned for the playing fields southeast of Robinson Center. George Hampton & Associates of Wichita and State Architect Kenneth R. McCain designed the dark brick building with medical director Raymond A. Schwegler. It cost $3.65 million, paid largely by student fees, and retained the original name.
Its 60,000 square feetincluded 34 inpatient beds;a clinic; a laboratory andX-ray facilities; apharmacy; allergy and immunization, physicaltherapy and psychiatrictreatment areas; andadministrative andbusiness offices.
The Ralph Canuteson Memorial Library is named for the first student healthdirector (1928-65). In 1988 the facilitys name was changed to Watkins Memorial Health Center.
A major expansion and renovation costing $5.6 million, designed by Lawrence R. Good & Associates of Lawrence and completed in 1997, created more physicians examining rooms, a gynecology clinic, a mens clinic, and an urgent care clinic. The health center offers treatment and educational programs in general medicine, sports medicine, nutrition, allergy management, physical therapy, immunizations and radiology.
A wellness re-source centeroffers education and support in nutrition, fitness, alcohol and drug use, sexual behavior, and stressmanagement.
Watkins Memorial Health Center
Student Health Centerand the Waiting experience
SHS is commited to support students learning experience that requieres a considerable amount of time. Waiting at the Healthcare facility for more time than expected can interfere with a students academic activities.
An experience analysis showed that a students typical waiting journey proceeds as such: check-in line, waiting room for nurse, exam room for doctor, for prescriptions at pharmacy, at the lab for testing.
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1. Waited in Line for 5 Minutes to Check-in.2. Checked-in- Was asked to Scan ID, Reason for Visit, For Current Address and Insurance Information3. Directed to Sit in the First Waiting Area- Waited for 15 Minutes. Wanted to sit in the second waiting area because it is more se-cluded (away from all the sick peoples path-way). Watched two girls come in for Allergy Shots. 4. Directed by Nurse to Weight Station.5. In Exam Room- Nurse took Vitals, Asked Again the Reason For My Visit. She Entered the Data on the Computer. I told her I needed a form signed after the visit. She then said the doctor would be in shortly. I waited 10minutes for the
Doctor to come in. He asked if I was excited to be going to Russia. I said yes. He then said we would begin the exam. During the Exam he checked my chest, my spin, my ears, my eyes, he then asked a series of questions about where I would be staying in Russia. I said St. Petersburg. He informed me that I needed to get two shots and gave me a handout on Important facts about Russia. He signed my form and told me to get an ocial stamp after I stop by the shot room. 6. Directed by the Doctor to the Shot Room- Was told she was busy and that I need an appointment to meet with her.7. The Appointment Desk- I then went to make a follow up Shot appointment and
have my form signed. There the lady stamped the form and asked if I was free for an appointment now. I said yes.8. I was directed to sit in one of the rst two chairs in the waiting room. I waited 5 min-utes.9. I was told by the Shot Doctor to come into the Shot Room. In the Shot Room- I was asked what shots I needed and why. I told her and then she made me read two handouts and then nally administered the shots. She then made me sit there 10 min-utes for them to take eect. She then told me if I felt any of the side eects to come in immediately and tell the doctors what I was experience. She wished me luck.10. I left the building.
CUSTOMER JOURNEY MAP
No distinct signage differentiating the waiting areas (flu waiting area and other)
Lack of privacy and individual seating
Posters are not legible
Uncomfortable seating
Nothing to do
Unaware of how long the wait is
A line forming to check-in
Privacy invasive due to telling secretary out loud reason for visit as well as other personal information such as address, phone number, insurance provider
GATHERING DATA THROUGH ETHNOGRAPHIC AND LITERARY RESEARCH METHODSTHE DESIGN TEAM POINTED OUT THE MORE IMPORTANTSITUATIONS IN THE CURRENT WAITING EXPERIENCE
CURRENT WAITING EXPERIENCE
PERSONAS
Frank Bartels is a 19 year old, Sophomore Finance Major at the University of Kansas. He has Sever Allergies and requires weekly allergy shots.
Frank is instructed to arrive at the campus clinic 15 minutes early. When he arrives, he checks-in by scanning his KU card and verifying his information (address, phone number, insurance).
He then proceeds to one of two waiting areas. He doesnt know which area to sit in so he sits away from patients who are coughing and appear to be sick. He doesnt want to catch what they have.
While Frank waits to be seen he checks his Face-book and plays on his iPhone. After about 7 min-
Sarah Jones and her boyfriend Mike Brown are Psychology Majors at the University of Kansas. They both are feeling sick and decide see a doctor.
They arrive at the campus clinic without an appointment and hope to be seen fast. They give the secretary their information.
They then head to the waiting area and look for a place to sit that will allow them to sit together. They are unaware of how long the wait is so they have a seat and start talking. After about 5 min-utes of waiting, Mike starts complaining of being hungry.
Frank
Sarah & Mike
Dr. Kosary
utes on his phone, Frank becomes bored and wishes he knew how much longer the wait is.
10 minutes after his appointment was suppose to have begun; a nurse calls his name. He approaches the nurse and heads back to have his weight and vital check. The nurse then leaves and Frank waits for Dr. Kosary to come in to give him his shot.
Dr. Kosary arrives 7 minutes later and gives Frank his shot. She then reminds him to make his next appointment.
Frank leaves the exam room and decides to call the clinic later to make the appointment.
Another 30 minutes passes and a nurse finally calls the couples name. The couple gets up to follow the nurse to be weighed and have their vitals taken. As Sarah has her vitals checked she asks Mike for a little privacy.
The nurse then leaves and Dr. Kosary comes into the exam room. Dr. Kosary determines that the couple has the flu and places a prescription for them.
Mike and Sarah then leave the exam room to go to the Pharmacy. It then takes 20 minutes to fill the prescription.
Dr. Kosary is a Physician at Watkins, the University of Kansass campus clinic. She has been a Doctor for the past 15 years and sees on average 4 patients an hour.
She begins her day by seeing her first patient, Frank Bartels. His visit takes 5 minutes and then she stays behind to finish processing his informa-tion for his file.
She then sees 11 more patients before her lunch break, including Sarah and Mikes visit, which takes 20 minutes to complete.
At noon Dr. Kosary takes her lunch break and realizes she forgot her lunch at home. She only
has an hour for lunch and the closest place to eat is a 20 minute away. She wants to be able to order something healthy quickly and also satisfy her frequent chocolate cravings.
After lunch, she sees 12 more patients before her afternoon board meeting with the clinics adminis-tration.
Todays meeting was about a survey which showed that students were not satisfied with the amount of time being spent waiting for a doctor in the exam room. This meeting informs Dr. Kosary that she needs to update patients if a delay occurs during their visit. Once finished, she leaves to go home.
To know how long the wait isTo not get sick when visiting the doctorTo have options of things to do as he waitsTo make appointments quicklyTo not repeat the same information more than once during an appointment
GOALS
To be seen in a timely mannerTo have privacy even when visit is joinedTo know the waiting timeTo sit together To not be hungry
GOALS
To See Patients in a Timely MannerTo Have Access to FoodTo Satisfy Chocolate Cravings To Update Students of the Delay in Their Visit
GOALS
Total Appointment Time: 85 MinutesTime Spent Waiting: 55 Minutes
Total Appointment Time: 47 MinutesTime Spent Waiting: 32 Minutes
Personas use storytelling to engage social and emotional aspects of our brains, which helps each team member [of the design team] either visu-alize the best product behavior or see why the recommended design is good(Goodwin, 2009:229).
PROTOTYPING APPLICATION
Paper Prototype
PDF Prototype
Signage to match the waiting areaAlerts are goodConfirm/dismiss bar is confusing on 1 minute arrivalI dont need an alert every five minutesTell me when the halfway point is
INSIGHTS
It is pretty straight forwardWhat is QR Code?Needs sound with alertsCan I use my phone to check-in?
INSIGHTS
Students were given a prototype of
a smart phone application to use
throughout their visit at Watkins.
The students role-played a hypo-
thetical situation of checking-in
and waiting at Watkins. They were
handed a smart phone prototype
and asked to check-in using the
kiosk and then proceed to the wait-
ing area.
Students used gestures to show
how they would use the application
as well as think aloud protocol. This
enabled them to ask for help and
give feed back on areas of the in-
terface that confused them.
This testing allowed the design
team to see which areas of the in-
terface needed improvement.
PROTOTYPING KIOSK
Paper Prototype
PDF Prototype
Needs a change tab to fix informationNeeds to Work Without A SmartphoneCan I recieve text messages?Needs buttons on home page to mark activityReminds me of a self checkout at the super market
INSIGHTS
The kiosk could avoid linesCouldnt it be online and done from home?Confused tries to immediately scan QR code I avoid talking to people so this is a good thing
INSIGHTS
Students were given a prototype of
a kiosk to use as a check-in possibil-
ity instead of the traditional check-
in line. The students role-played a
hypothetical situation of checking-
in at Watkins. They were handed a
smart phone prototype and asked
to check-in using the kiosk.
Students used gestures to show
how they would use the kiosk as
well as think aloud protocol. This
enabled them to ask for help and
give feed back on areas of the in-
terface that confused them.
This testing allowed the design
team to see which areas of the in-
terface needed improvement.
PROTOTYPING SPACE
Post-It Prototype
Sketchup Prototype
Good to have individual spacesI am not interested in interacting with other peopleA small couch for two people if you come with someoneChairs surrounding a coffee tableWants chairs with cushioned armsSide tables for your stuffNice to have vending machines
INSIGHTS
Split waiting areas: that is goodAquariums: could be nice to look at and entertainingCaf: healthy food would be good. I would like tea or fruit drinks. Maybe a hot drink and a sandwich. People may be sleepy and like to eat while they wait here. Would use it after fasting if I knew there was food there to eat.
INSIGHTS
Students were first given a Post-It
prototype of the furniture and
asked how would they like their
space to be arranged. This infor-
mation was then used to generate
a Sketchup prototype of the space
to see what Watkins would poten-
tially look like. In the Sketchup pro-
totype students where asked if they
would use a caf, how they felt
about aquariums, sky tiles, and a
digital waiting cue display.
Students used gestures to show
how they would use like the space
to appear as well as think aloud
protocol. This enabled them to ask
for questions and give feed back on
areas of the space that confused
them or that they liked.
This testing allowed the design
team to see which areas of the
space needed improvement.
AQUARIUMS
Provide patients with a view
Distract patients while waiting
A natural stress reliever
CAFE
Offers alternative waiting area
Provides patients and staff with healthy food and drinks
Also provides the south end of campus with dining options
CHECK-IN KIOSK
Allows patients to check-in without speaking to a person
Allows patients to keep their information private
Prevents long check-in lines
Students can use their phone or id card
HELP DESK
Directs all incoming traffic
Could be a triage nurse for patients without ap-pointments
Allows patients to speak with a person instead of a machine
PHARMACY WAITING AREA
Distinguished those waiting for medi-cation from those who are seeing a doctor
Prevents the spread of germs
BLUE WAITING ZONE (HEALTHY PATIENTS)
Reduces the spread of germs
Single and small group seating available
Comfortable seating
REDESIGNING THE WAITING EXPERIENCE
WEIGHT STATION
Gives patients privacy when being weighed
Offers a smooth transition be-tween the waiting room and the
exam room
RED WAITING ZONE (SICK PATIENTS)
Reduces the spread of germs
Comfortable seating
Single and small groups seating available
PROPOSEDPATIENT JOURNEY
Log into appAnd check intoClinic remotely
App produces Qr code
Goes straight to watkins
and checks in via the
self-serve kiosk
Kiosk produces QR code for use by medical staff
throughout rest of visit.
Visit number produced tohelp students track wait times
via message screens.
QR code can be sent to phoneor printed onto a card.
Patient makesAppointment
OR
OROR
Have qr code
Scan student ID
Red zone For sever illness
Blue zone For moderate ailments
Cafe
Dont have qr code
Pre-check-in Arrive at watkins
Check-in Using kiosk
Proceed to Waiting area
Message screens showCurrent wait times
Turn alert sent to Phone via text
Nurse seeks out Patient in waiting area
Visit alerts produced
AND
OR
AND
001224
With smartphone
Without smartphone
Calls clinic
Via website
Ask for helpSHS services
CHECK-IN Schedule AnAppointment
GO TO KIOSK AND SCAN QR CODE
GO TO KIOSK AND
CHECK-IN
HELP DESK AND CHECK-IN
Ask for help SHS services
CHECK-IN Schedule AnAppointment
GO TO KIOSK AND SCAN QR CODE
CHECK-IN
ALLOW NURSE TO SCAN QR CODE
CHECK-IN
YOUR CHECK-IN IS COMPLETE
Please go to the red zone. You will be seen in 15 min
MAP
ALERT5 MIN REMAINING
MYSHS
ALERT1 MIN REMAINING
MYSHS
MOBILE TECHNOLOGY
MOBILE TECHNOLOGY
CHECK-IN KIOSK
SMARTPHONE APP
CHECK-IN SCAN QR CODE SWIP KU CARD
Hi FrankWould you please confirm your information
Ask for help SHS servicesCHECK-IN Schedule AnAppointment
CHECK-IN SCAN QR CODE SWIP KU CARD
START SCAN
CHECK-IN SCAN QR CODE SWIP KU CARD
NAME: Frank Bartels
ADRESS: 4101 w24th Pl. Apt. 512
MOBILE: 862 220 8760
INSURANCE PROVIDER: Seven Corners
ADRESS: 4101 w24th Pl. Apt.CHECK-IN SCAN QR CODE SWIP KU CARD
DONE
CHECK-IN SCAN QR CODE SWIP KU CARD
Hi FrankWould you please confirm your information
NAME: Frank Bartels
ADRESS: 905 Avalon Rd.
MOBILE: 862 220 8760
INSURANCE PROVIDER: Seven Corners
DONE
Your check-in is complete
Appointment Information:Wednesday May 9, 2012 / 10:30 a.m. / Dr. Kosary
Please go to the red zone. You will be seen in 15 min
MAP
The design team thought this would be an area that the could incorporate mobile technology. The phone and texting could be used as a paging system for patients. A time breakdown could show patients how long their wait is and updates of 5 minutes and 1 minute could tell the patients when to head back to the waiting room and when to get ready to meet a nurse
To reduce the waiting in lines and allow the students to not share their information with other people , the design team proposed a Check-in iosk. This system could use a QR Code that would be a part of the application and allow them to check-in by scanning the screen of their phone. If students do not have smart phones then they can also use the current method of scanning their student id.
Choosing the service(Check-in, Schedule appointment,Help, or more services)
Scan QR Code Putting the smartphone with the QR code over the screen to scan it
Confirming informationsuch adress, phone numberand insurance provider
Editing the adress information
Confirming theinformation is correct
Check-in completeSynchronizing informationwith the smartphone Guiding the patient to thenext step: Going to a waiting zone
Interactions with the Check-in Kiosk Screen
Interactions with the Mobile App
Initializing the App Choosing Check-inService
Receive directions Choosing Map Alert 5 min Alert 1 min Showing QR codefor the Nurse
RED ZONE
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Designed for those pa-tients who are more sick this zone will help to re-duces the spread of germs, offes a comfort-able seating and also has spaces fo small groups.
BLUE ZONE51080UP
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Designed for those patients who are more healthy, this zone will help to reduces the spread of germs, offers a comfortable seating and also has spaces fo small groups.Patients can choose staying in this zone or going to the cafe area.
CAFE/LOUNGE
The design team decided to add the addition of a caf to the existing structure of Watkins Health Center because it provides patients with an alternative area to wait in, it reduces stress, prevents boredom, and puts patients in control of the time they spend waiting.
Research shows that people will experience the waiting as shorter when: 1. they have something to do while waiting (Faessen, 2008). The design team thought this could be accomplished by adding a caf; a
common college hangout spot, to the health center. A caf could give patients control with respect to their physical surroundings (Faessen, 2008) when visiting the doctor. It would also provide a positive dis-traction (Faessen, 2008) by offering students a drink while they wait or a healthy snack. K. Wilson says in The Ecology of Waiting, giving visitors a choice of how to pass the time, by providing a variety of amenities and distractions, helps reduce stress, boredom, and anxiety associated with the waiting process (Wilson). A
caf would offer patients an alterna-tive choice to a waiting room set-ting. Patients can grab coffee and come back to the waiting area to wait or they can remain in the caf and keep track of their waiting time via the application on their phone or a display board that keeps track of the patients que.
These ideas were then generated into a low fidelity prototype sketch up model and students were inter-viewed to see if they liked the idea of a caf being attached to the health
centers space. Nurses and staff were also interviewed to see if they would like a caf as well.
After interviewing students and staff and seeing that this would be a viable solution to the waiting experi-ence, the design team was let in on the insight that a caf could not only provide nourishment to the health center but to the south end of campus as well. A nurse informed us that the closest restaurant was about a 15 minute walk or drive. Students interviewed said they
would like to have healthy choices to reinforce the healthcare aspect. That coffee would be good as they were leaving the facility but tea or a smoothie would be a better choice while waiting to see a doctor. An-other insight was that some test doctors run require fasting and after these tests it would be nice to have something to eat. The nurses of the facility requested, Some unhealthy option as well such as chocolate be-cause sometimes you just need a fix for a craving.
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Offers an alternative area to wait in
Provides patients with food and drink
Provides doctors and staff with food, drink, and snacks
Prevents boredom
Reduces stress
Puts patients in control of time spent waiting
Provides south end of campus with dining options
Health options: Coffee, tea, smoothiesSweet treats, Hot meals
PHARMACY
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Designed to distin-guish those waiting for medication from those who are seeing a doctor
WAITING AREA