Contextual Inquiry
We conducted 12 contextual user-interviews and used direct storytelling as the key method. This method could immerse participants into to the actual scene, and thus give us the most realistic and detailed stories. Specifically, we wanted to learn: in a highly mobile society, what does people's experiences when accessing their medical records like and how this affects their long-term quality of care?
We interviewed participants that represent a diversity of backgrounds, cultures, ages, and genders, so that we were able to collect a comprehensive understanding of people's medical records accessing journey.
[demographic info about the 12 participants]
Insights and solution
After the interviews, we analyzed data by creating a customer journey map and an affinity diagram. And we discovered 4 unexpected findings on the current medical data accessing process:
Highly mobile users need highly mobile solutions
Complex medical jargon inhibits people from understanding their own records
Current systems are outdated and difficult to use, will benefit from digitization
There is not enough understanding of insurance in the US among international students
[affinity diagram of 12 interviews]
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[customer journey map of accessing medical records]
We decided to create a solution for the information gathering and recording medical data phrases, towards which participants expressed most negative emotions. We proposed that by establishing a platform that integrates medical records at one place, highly mobile people is able to enhance their medical record keeping and sharing experience. And that platform, we named — EasyA.
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