Healthcare company bringing whole person medical care to people’s homes with at-home test kits and virtual AI medical professional guidance.
PROBLEM SPACE —
Healthcare Has Become Inaccessible
During the COVID-19 pandemic, access to healthcare has become a huge issue, with people staying at home during quarantine and hospitals being packed with patients. Medical issues, health concerns, or even custom checkups have been put on hold out of fear of physically going to the hospital, as well as lack of appointment availability.
SOLUTION —
AI Assistance
Jiseki Health, a tech startup that works with hospitals, aims to tackle this issue. by sending home medical test kits to patients and provide at-home medical assistance through AI and virtual medical professionals.
USER RESEARCH —
Mapping User Journey
We mapped out the user’s entire experience with JISEKI, starting with being contacted through their healthcare provider, to taking the test at home, and sending the test kit back to the lab and receiving their results.
ACTION PLAN —
Pain Points
01: Internal members may find it hard to keep track of all patient cases
02: Test kit may be confusing or intimidating for the patient to do themselves
03: The process may seem clinical rather than approachable.
Goals
01: Refine UX & UI of concierge dashboard
02: Design conversation design between the patient and AI, for all use cases
03: Create design for physical packaging to make it accessible and simple for users
01: DASHBOARD UI/UX —
Organizing the Experience
In order for patients to be able to interact with medical professionals and AI over text message, we needed to create a dashboard for the concierge to keep track of their patients. I worked on creating the design and flow of the dashboard before it was sent off to programmers.
02: AI CONVERSATION DESIGN —
Once patients receive their test kits, they are provided with support over text message. These texts come from an AI system with curated responses.
Using VoiceFlow, we created and tested out a series of phrases and responses that would address possible questions or issues that the user may run into while performing an at-home medical test, such as collecting a blood or urine sample. This conversation will guide the user through the process and keep them updated on the status of their test kit while delivering them and once they have received their results form the lab. The patient can then decide, with the help of their medical provider, what the next steps are for them.
AI CONVERSATION FLOW —
Expanding AI Capabilities
Additionally, we created personas for various types of people that may ask Jiseki for help, expanding to mental health, finance, and general life assistance.
03: TEST KIT DESIGN —
During the process of creating the packaging design, I kept in mind that the user would be unpacking this on their own and would have to figure out how to take the test. I wanted to make sure the design was as simple and intuitive as possible.
Packaging Ideation
I researched what types of box materials would be sturdy enough so that the sample collections wouldn’t get damaged. I then figured out the order in which the user would unbox the components of the test kit so that they could adequately take in all the information without being overwhelmed or confused, as that was a previous pain point.
Visual Branding
When designing the look of the box, I wanted to elevate the brand to make it more fun and inviting. The process of needed to be easy and stress-free rather than clinical or intimidating, while also keeping the design fairly simple.
Final Prototypes
After going through several rounds of iteration and user testing, I finalized prototypes for the test kit instructions, intro card, and box designs.
PROJECT REFLECTION —
Working on this project heavily shaped my perspective as a designer, as I was able to work on multiple different aspects of this of the product. I feel I got a very wholistic view and experience of the project.
The main challenge was designing a service to combat an issue that is ever-evolving. The pandemic and the state of healthcare system has been very unpredictable, but ultimately, we strived to create an experience that would last throughout and even after the pandemic. By keeping the user in mind throughout the design process, I was able to create an experience that would allow them to take their health into their own hands and hopefully change the experience of receiving medical care.
© Riya Bobde 2023