After looking through the footage of my video shoot I realised it would be hard to piece together my personas story because I missed a few shots on video that I was supposed to do on filming day. I would like to use my photographic mockups I have made in my presentation so I am going to change the storyline of the video. I have since wrote up another rough storyboard which is as follows:
- Hughan arriving at urgent care
- Waiting room video of space
- Find your Notify Personal ID number
- Heath finding ID number and looking at display screen
- Scan Notify Card with device
- Heath scanning QR code
- FAQ’s – Be informed
- Vid of me looking at FAQs and then reading about triage scale
- Updates – Be updated
- Vid of me looking at updates and then at the queue
- Messages – Be connected
- Vid of Hughan messaging nurse and getting picked up by nurse
- Someone feeling okay about triage system because they know about it
- Matt and Kate – Giving back Notify card and Exiting urgent care
Decided the whole point of doing the video is to show how it works through someone using it so after a bit more organising and piecing together I managed to make it work.
Script for video:
The Notify Card is the first connection point users have with the Notify system, here we have a father and daughter arrive into urgent care, they are greeted by the receptionist, given a medical form and a Notify Card. This card is only used during the waiting room experience, patients return the card before leaving.
A QR code provides a recognisable connection point for all, a common icon used following the COVID-19 response and is a tool most of us know how to use.
Patients are to look for their personal ID number on the back of the card, this connects the patient to the the Notify Display Screen. The personal ID number on the Notify Card is displayed on the screen in a queue that allows patients to see how their situation compares to others in the room. The screen provides moving graphics to educate patients on the triage system. Triage has proved to be a good addition to any healthcare service, surveys show that patients feel as though they have been recognised and entered into the system
Patients are then able to scan the Notify Card QR code that takes them to the Notify progressive web app. The platform allows patients to have personal information at their fingertips, it is convenient, easy to navigate and provides reassurance through information.
My research proved most patients would prefer to use their personal device but should provide devices so that they don’t have to rely on them. The iPad kiosk provides another way for patients to connect whilst still keeping information private. These iPad kiosks are secured to stands in the room but can be unlocked to become portable.
This is Natalie, she connects to the Notify web app through NFC technology. Despite the recognisable quality of QR codes, they are not the way of the future. Therefore the Notify Card also has near field communication technology embedded, this provides a contactless and convenient connection to smartphones. The new iOS 14 NFC tag feature now means both Android and Apple phone users can connect contactless. Something not readily available just a few months ago.
The frequently asked questions feature enables patients to stay informed, they are able to learn about the way the urgent care system of triage works and addresses questions that the patient maybe be asking including why they may be waiting.
Natalie has been waiting an hour but has been learning about the triage process, so is not left questioning when others come into the waiting room and are seen by the doctor before her.
The update feature enables patients to access information about the state of the clinic – including their estimated wait time, triage number, how many beds are currently available, what staff are working, and when the waiting room was last cleaned. Each of these features have been chosen and informed by my primary research of talking to people and the users needs.
The update feature allows Natalie to check her wait time, to see if she has enough time to go bathroom before being seen by the doctor.
The messaging feature allows patients to be connected. It is important that patients feel like they are being seen and constant communication is a great way to facilitate reassurance.
This is Samuel, he often has panic attacks when in the waiting room but is able to message the nurse for assistance. The messaging function came about through testing my web app when I realised I needed to introduce a way for patients to reach out and notify staff. Sometimes patients feel overwhelmed and so having 2 quick buttons to notify the nurse address this. The nurse greets him and attends to his needs.
Notify facilitates reassurance in the urgent care waiting room by creating transparency in communication between staff and patients. The system empathises with the user’s worry and resolves their uncertainty by making information accessible to them.