Role: Product Designer; UX/ UI Designer; User Experience Researcher
Year: 2018-2019
Problem
HealthServe is an opportunity for immigrants or non-English speakers to obtain services that they need that are not readily available to them. Services include a directory that leads people to appropriate facilities. It was designed to put minds at ease against common fears and challenges. In many cases, insurance isn't an option for some. Forty-two percent of undocumented adults in the U.S do not have health insurance, and half have no regular health care provider at all. HealthServe attempts to address some challenges that the immigrant community of America faces. It is a mobile application that HealthServe addresses various obstacles that migrant and other small communities face like language barrier, lack of legal citizenship status and/or medical insurance.
Research
By providing an advanced translator and a directory we empower people to seek help without fear.
Yes there are medical interpreters available - but according to a report, only a small number are employed in US hospitals. There is a larger number of immigrants, and a larger language barrier. Why mobile? Well, the majority of the population owns a smartphone. It's a tool
As a part of my research I created a Google form to collect insight from a several people that I felt had similarities to my ideal user group. Below are a few of the questions asked and responses received.
“Fue muy difícil a adaptarse y tratar de atender una idioma que nunca has hablado.”
What was your experience like in a facility where the language in which you were addressed was not your first language ? please describe
“Difícil para comunicarse”
“Siempre he tenido que llevar a mi hija para que me tradusca”
“Me sentía intimidado”
Has anyone ever had to interpret information for you regarding your health?
73.3% of people in this survey have needed help interpreting information regarding their health
In this sketch I demonstrated what it would be like to have a tool like HealthServe in the same scenario. HealthServe was capable of saving both Mateo and the Hospital money. Mateo got the treatment he needed efficiently when HealthServe prevented misunderstanding between staff and him.
In this image, I have created a scenario where an ideal persona, Mateo, is working as he feels ill and is having trouble breathing. After he faints on the job, his coworkers call for help. Shortly, an ambulance arrives. In this particular ambulance, there is no one that can understand Mateo or interpret what he’s saying. Mateo does not have health insurance, he is not a legal citizen of the United States, he is panicking and he is struggling to catch his breath. The EMT staff attempts to stabilize Mateo and communicate with him, trying to understand him. As a result, EMT does not have any direct information to provide the emergency room when they arrive. Therefore, treatment and diagnosis takes longer to initiate. Mateo later finds out what was wrong with him and also finds out how big his bill was due to the fact that his time at the hospital was not covered by insurance.
Solution
Wireframes
Initial sketches of core screens
What happens when someone wishes to search for a service
Onboarding Flow
Information Architecture
Competitive Analysis
Capsule Pharmacy mobile app; Capsule helps people organize and access medication. It is marketed as an online pharmacy that handles medical insurance and medication by way of a mobile application.
Zoc Doc application; creator and date of the work; along with a very brief explanation of why it is relevant to your work. Zocdoc helps people to access a doctor according to their insurance and needs. But not specifically the needs of my target group. ZocDoc is an innovative app that pairs people with ideal doctors for their insurance. Like HealthServe, ZocDoc helps people avoid unnecessary costs and helps direct them to the services they need.
Oscar’s health insurance app gives you the tools to track your health and obtain the care you need all while giving you the opportunity to communicate with your doctors. It’s customer service allows people to feel safe and secure when being lead to health care doctors and facilities letting you take control of your health
Feedback and Learnings
In working on HealthServe, I learned more about the health care system and privacy laws. It was a challenging project and maybe I bit off more than I can chew. I was presented with important questions that I didn’t always know the answers to but led to a better understanding of the different user scenarios.
I learned a ton about HIPAA (Health Insurance Portability and Accountability Act), privacy, and patient rights
Most of all, I learned about the kind of work I wanted to make a career of
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