University Health Services (UHS) at Carnegie Mellon University (UHS) asked us to design a better experience for students when interacting with the services it provides.
Type Mobile Service Design
Date Fall 2015, 7 weeks
Course User-Centered Research and Evaluation
Tools Sketch 3, Illustrator, Photoshop
Skills Interviews, Contextual Inquiry, Model Consolidation
Roles Researcher, Graphic Designer
Team Bryan Nelson, Luke Simon, Robert Xiao

The Problem

Students increasingly rely on smartphones for day-to-day activities. At present, University Health Services does not offer any solutions to connect and engage with students via these devices. There is a need for UHS to engage with students through mobile devices to leverage familiar and common technology.

Our Solution - Mobile Service

We propose a mobile-focused website designed specifically for the UHS to improve user experience, expand communication and provide crucial two-way feedback. This website allows students to book appointments, check in, and receive follow-up messages from nurses and doctors. By making a compelling and useful mobile website, UHS can simplify and streamline tasks and improve the student experience.

Research & Design Process

Week 1: Interview & Research

Methods
Interview / Observation / Interpretation

Process
After conducting online research on UHS’s services, we visited their physical location and interacted with their receptionist and kiosks.
We interviewed several stakeholders to gain a better understanding of potential issues and opportunities for UHS. Then we conducted interpretation sessions based on interview notes and created a flow model, a sequence model and a cultural model for each interviewee.

 

 

 

Week 2 & 3: Affinity Diagram & Model Consolidation

Methods
Affinity Clustering / Service Blueprinting / Work Process Rebundling

 Sorting through affinity cards

Sorting through affinity cards

Process
We arranged individual notes according to affinity clustering rules , and captured the concept of each group. Then we examined those concepts to identify patterns and common issues, and summarized them with descriptions that would aid idea generation. In addition, we revisited the individual flow, sequence and cultural models from week 1 to create consolidated models for the whole organization based upon newly defined roles. To better understand how healthcare services are provided to students, we also created service blueprints according to existing models.

 

Service blueprint for interviewee S2

S2 service blueprint

Week 4 & 5: Designing and Testing Ideas

Methods
Walking the Wall / Visioning / Storyboarding / Speed Dating

Process
By walking the wall, we re-immersed ourselves with the data gathered and analysis performed through previous weeks. This process helped us to identify hot design ideas, key issues and pending questions of our research. Based on our findings, we generated visions of future potential solutions through brainstorming, sketching and storyboarding.  Finally, we tested our visions through the speed dating process with multiple users and gathered feedback on the plausibility of our solutions.

Storyboards

Week 6 & 7: Poster Design and Presentation

For the presentation, we proposed a mobile-focused website designed specifically for UHS to improve user experience, expand communication and provide crucial two-way feedback.
More specifically, our proposal targets three major breakdowns identified from our interviews and subsequent design research:
1. Duplication of appointment scheduling services between HealthConnect (existing website), the UHS kiosks and the UHS receptionist.
2. Lack of adequate post-appointment communication (follow-up communication) leading to difficulty following the assigned recovery plan.
3. General lack of awareness around the services offered by University Health Services.

 Poster for presentation

Poster for presentation