Cerner Healthcare Video Chatting Experience
Project in UX Design Experience Studio
Designing a video chatting experience for providers and patients to meet and communicate
For 40 years, Cerner has worked at the intersection of healthcare and information technology to connect people and systems around the world.
In our studio project, my team worked with Cerner to create a web video application portal plug-in to assist communication for online consultations. This application will give patients greater access to doctors and help get routine medical attention, and work with existing goals and practices of care providers.
2020/8 ~ 2020/12
6 UX students at Purdue
In the first month, the team used three research approaches to address the goals of understanding current frustrations and exploring possible design opportunities: Stakeholder Map, Literature Review, and Competitive Analysis.
There are four primary patient concerns:
Patients found differences in language, traditions, and routines than what they are used to in-person
Patients are often unclear on medical history
Patients felt they were cut short
Inability to build a trusting relationship because patients feeling not listened to
From here, we wanted to focus on increasing the personal experience to improve telemedicine quality.
To learn more about our users, we conducted semi-structured interviews with both patients and providers. Blow is our key takeaways:
We found a theme that consisted with our landscape research - the decrease of personal connection. Also, we thought the before/after process has huge design opportunities in creating a comfortable space for users.
Synthesis Research Findings
After doing some research to understand the telemedicine field and starting to see patterns in interviews, we mapped out our findings on an experience map to both visually communicate our findings and to identify opportunities to improve video visits.
Scoping The Problem
Then, we created principles in order to have a shared vision of the experience we wanted to pursue. We decided that the experience we created needed to...
We created a young patient Sarah based on our interview insights and secondary research. It helped us keep the users' needs in mind while designing.
Using the experience principles above, we brainstormed and created sketches to ideate the video calling application.
Next, we transfer our ideas into wireframes to decide how each stage of the telemedicine process should look like.
To understand our design's usability this far and if the features meet users' needs, we then conducted several rounds of testing and iteration. From the wireframe testing results, we realized that we were aiming too big. We couldn't serve the needs of different use cases with one product.
Thus, we decided to narrow down our project scope to one of the most common use cases in telemedicine - quick check-ups.
Besides rescoping, a few tweaks were made to better fulfill the quick check-up needs.
Our team decided to move forward with creating a Minimum Viable Product (MVP) in order to focus our efforts on improving one general use case: scheduled appointments for check-ups and follow-ups.
Our MVP was created for general use cases, which could meet most situations and later be customized for other use cases like therapy.
Our team decided to move forward with creating therapy customization in order to focus our efforts on providing one use case on how the current workflow could be customized. Many of the patients we spoke to had experience with virtual therapy, so we felt most comfortable with this use case. Below is a chart of how the customizations (blue ones) would fit into the quick check-up workflow and the key screens in the therapy scenario.
We appreciate all the feedback that was given from our sponsors throughout, all of which has made us grow in our expertise as designers. This project touched upon many different aspects of UX and it allowed us to grow in many different ways. I truly enjoyed working in the telemedicine space and learned some about the spiderweb complexities within a design for healthcare through this project.
For future work, here are some directions that we think worth diving into.
Design for different use cases
Design for the providers
Design for accessibility
Design for smart health devices