- A user journey describes the pages and elements that a user interacts with as they navigate towards their goal
- Usually applied to a user persona, which is a representation of a potential user. A persona is used to answer the question: “who are we designing for?”
- It is used as a consistent measure against which you can user test and iterate upon
- The pages that the user goes through to get to the article – eg. home page > sports category page > article page
- The elements that they interact with the navigate to the article – eg. used search bar, used navigation menu, clicked button
- The location of these elements on the page – are all the interactions happening at the top of the page?
- Journeys can start outside of the website – eg. journey starts with a friend recommending the news article
Paper Prototypes – Iterate and test ideas quickly
– Low barrier to entry
Clickable Prototypes – InVision or similar
– Can be low or high fidelity
– Low fidelity to iterate quickly
– High fidelity to show look + feel
– Low barrier to entry
Feedback from User Test 1
- Put a button by the Triage scale so you can look at it further
- Spell out AWT – approximate wait time or could do estimate
- Have a glossary for what words mean – triage
- Could have a question mark next to word so you could see what it means
Feedback from User Test 2
- I would want to know what would happen if my symptoms got worse
- If I had an asthma attack and had wheezy breathing I could still be a level 5 of urgency but what if it got worse?
- If I am going to focus on transparency of communication I do need to include patients talking to staff
- Could put Te Reo first, showing that it preferences Māori, shows value and put in common practice. Kia Ora, Ka Kite. Most Europeans know what they mean. You can’t have tokenism though, you can’t just slap a Māori part on a design.
- Change doctors on summary page, patients don’t care what sort of doctor they get they just want to see someone.
- Australian Triage Scale – no need for video because then it will be heard out loud, want this to be private, maybe a GIF would be better
- Instead of a search bar you could have a learn more section, the questions that patients might want to ask
- If you saw a button that said What’s going on? it would be more beneficial than typing in ‘Triage’ to a search bar
- Kiosk – when I am in pain there is no way I want to move, I also don’t want my partner to have to move to be away from me
- an iPad that is portable would provide the same security and reassurance than a mounted iPad.
- Designing for Covid in a healthcare space is more difficult than what you think, walking into a urgent care space is a risk in itself.
- When the waiting time gets pushed back it would be good to blame it on something – “Because of the Triage system you have been pushed back”
- Pathological Avoidance disorder
- What does 35 minutes mean?
- does that include the time when I saw the nurse
- does that mean I have to wait 35 mins until I see the triage nurse, 35 mins until I see a doctor or 35 mins until I can leave
- A long scroll rather than an app based interface with interaction could be better, transparency of information in a long scroll rather than hidden behind buttons. Then the patient only has to scroll not double click.
- Would be great to integrate the education of the triage system throughout the user journey rather than just seeing the scale in one place.