Week 11: Second Questionnaire Feedback

Insights:

  • Some people are able to understand my central proposition but some think the terminology is difficult to understand – I think it will be fine for my central proposition but in my presentation I need to make sure my information/project comes across as easy to understand for the general public who will be my users.
  • More of a concern is that I need to be able to explain how my system WORKS, I look to create a presentation video to show how it works by creating a mockup waiting room.
  • Majority of people DO feel like they need reassurance in the waiting room
  • People want to know:
    • their wait time
    • if they’re in the right place or not (should I rather go to my GP or the hospital?)
    • How many doctors and nurses are working? (maybe a quick bio about them and what they studied or specialised in)
    • How often the waiting room is cleaned
    • How back logged they are
    • How the time would change if others were to come in
    • Is it first in, first served? – so needs education on triage scale
    • Order of triage
    • Beds available
    • Reassuring words
    • Estimate cost
    • Reassurance that if you feel uncomfortable you can approach someone and they can help you the best they can
    • Calming techniques
    • Distraction activities
    • some sort of “rating system” on urgency of particular injuries.
    • What do I need to do with my condition before I am able to be seen?
    • What I can do in the meantime while waiting (both self-care + just to fill in time)
    • How many people are scheduled before me
    • Can I use a bathroom without losing my place in queue?
    • Can I drink water or could that cause an issue during treatment?
  • People want the language tone to be formal to show trustworthy but also an approach that makes them feel like they are being supported by a friend
  • Don’t say “you will be okay” because they’ve come to this place because they’re not okay, use language more like “we can assure you that…” or “we are working hard to…”
  • Majority of users would prefer to use personal device rather than one provided and usable by all
  • Waiting time should show how long until you see the doctor/nurse, not how long you have already been waiting
  • To use numbers as identification, it is stable and constant.
  • Majority of people said that they usually have someone they know at urgent care waiting with them that can help
  • To be educated on the triage scale most people would prefer distinction in colours,
  • Not animation because it can be too busy for people that feel ill

Suggestions:

  • Mention problem and then how I’m addressing it when talking about project, WHY I’m doing the project in case people haven’t been to urgent care before
  • Check out youtuber Kurzgesagt – In a Nutshell https://www.youtube.com/c/inanutshell/featured, presents information in a clean illustrative style that is easy to understand
  • For the screen in waiting room to provide:
    • Wait time
    • what number you are in relation to others
    • General interesting facts
    • Something that’s interesting/entertaining to pass the time (things to distract)
    • Nice reassuring words, clear and consistent – maybe in other languages as well (pacific, Chinese, Maori etc)
    • Not too much overwhelming medical stuff
  • To educate triage scale could use colourful graphs and infographics rather than animation or still words
  • Visual aids (flow chart, infographic etc.) could be useful to break up ideas into smaller functions.

Looking at Kurzgesagt:

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