MedTouch
Overcoming barriers to communication within the multi-lingual healthcare industry
Event:
UX Studio 1
Timeframe:
Spring 2022
Project Type:
Full UX case study
Tools:
Figma, Miro, Adobe Suite
Problem:
Immigration to the United States has been thriving for the past 50 years. It is expected that by 2050 there won’t be a majority group within the United States. This rapid growth has increased the LEP (Low English Proficiency) population significantly. LEP speakers have troubles getting the proper healthcare they need due to preexisting communication barriers.
Solution:
Both the app and the interactive mirror provide an intuitive, seamless ecosystem to assist LEP patients in effectively communicating to their healthcare providers. Patients are able to visually communicate what is wrong with them through the mirror, while the app allows easy communication between doctors and patients along with storing patient records, information and prescriptions.
My Role:
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Research
Survey
User Interviews
Expert Interview
What did we learn?
Patients:
- Improper Cultural nuances/jargon can compromise comfort levels between the patient and the healthcare provider even if they can understand each other.
- While most participants can speak english to their healthcare providers, several have encountered barriers before explaining/understanding the problem.
Many LEP patients would rather see a healthcare provider who speaks their native language.
Many LEP patients have a problem understanding the post discharge care instructions.
Providers:
- In person translators are the most effective for translation. However, they are costly and not always available in healthcare facilities.
- The records and information of LEP Patients are not always available to healthcare providers and requires patients to recount their previous medical history.
Translators in healthcare scenarios can ultimately compromise the trust built between doctors and patients.
- Translators in healthcare scenarios can ultimately compromise the trust built between doctors and patients.
HMW Questions
Patients:
How might we reduce the stress of LEP patients involved with scheduling visits to healthcare facilities?
How might we facilitate better problem understanding between LEP patients and their healthcare providers?
How might we help LEP patients feel more comfortable communicating with non-native healthcare providers?
How might we improve LEP patient’s confidence when speaking in a non-native language?
Providers:
How might we facilitate better communication of discharge instructions from doctor to LEP patient?
How might we design a translation system that is readily available for the healthcare provider?
How might we provide healthcare professionals with the LEP patient’s previous records before the scheduled appointment?
How might we provide a tool to facilitate communication that is low cost to healthcare facilities?
Target Audience
Primary Target Audience
LEP Spanish Speakers who struggle with speaking English
Secondary Target Audience
Doctors, nurses, and providers
Patients Journey
Pre-Visit
During Visit
Post Visit
key Questions we aid to solve:
Pre-Visit: How to facilitate a seamless and intuitive check in process across healthcare facilities?
During Visit: How to reduce the amount of verbal communication between LEP patients and healthcare providers?
Post Visit: How to improve the understanding of post charge instructions by LEP patients after their visit to healthcare facilities?
User Personas
Brainstorming
Patient's mirror
- LEP speakers find visually communicating with their providers to be the easiest way to explain their symptoms.
- Visually shows instructions for patient post-care for after they are discharged.
- After the patient chooses their language, the doctor updates the system with their medical insights about the patient’s condition.
Communication Headset
- AI learns the patients language nuances and translates their speech to the appropriate language for their provider
- RTT (real time translation) technology allows the user to communicate with their healthcare provider without waiting for a translator.
- Headset is used within Hospitals and Clinics to facilitate communication between patient and provider.
Patient Provider App
- A platform where patients and providers can reach each other before their scheduled appointment.
- Platform can translate languages between the provider and patient and gives suggestions on how to correctly communicate the patient’s issues.
- Patient records and medical history is also stored on the platform for easy access for both patients and providers.
Medtouch
Both the app and the interactive mirror provide an intuitive, seamless ecosystem to assist LEP patients in effectively communicating to their healthcare providers. Patients are able to visually communicate what is wrong with them through the mirror, while the app allows easy communication between doctors and patients along with storing patient records, information and prescriptions.
Low-Fidelity prototype
Digital interface
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Interactive mirror
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On-boarding process
Main page
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Translation
Expert interviews
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User testing & Card sorting
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Branding
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Second round of testing
Home page
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Scheduling an appointment
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Final product
Pre-Visit
Scheduling an Appointment
- Calendar based on doctor’s availability.
- Reason for visiting the doctor in Spanish and English.
- Insurance information
- Confirmation with location, date, and reminders.
Petient record
- Family History
- Allergies and other previous stuff related to allergey
- Current and previous medications
- Medical Scans and different surgeries in the past
Explore
- Reminders
- Prescribed medications with notification system.
- Summary of doctor visits.
- Available and upcoming prescription refills.
Communication
- Limited text communication
- Symptom photo sharing with practitioners
- Prescription
- Feedback opportunities on visit and system
How to schedule an appointment?
During visit
Check in with the receptionist
- Appointment confirmation with a QR code
- Insurance Information
- Connect to the mirror
- Patient’s previous records
Check-in Process
- Body Temperature
- Weight
- Height
- Blood Pressure
- BMP
Pre-Existing Symptoms
- Pre-Existing symptoms based on user’s explanation when scheduling an appointment through the app.
- Available in both spanish and English
- Automatic Suggestions based on the symptoms.
- Voice Communication feature discussing symptom details.
Condition Details
- Non-Verbal, visual communication of patient symptoms
- Reactive Touch based diagnosis and communication system
- Touch activated suggestions dependent of where the patient touches
Translation
- AI learns the patients language nuances and translates their speech to the appropriate language for their provider.
- RTT (real time translation) technology allows the user to communicate with their healthcare provider without waiting for a translator.
Post visit
Post Charge Instructions
- Prescribed medication with notification system.
- Visual run-through of post-care instructions.
- Reminders
Summary of Visits
- PDF recorded results and diagnosis
- Lab Results.
- Follow up appointments
High-Fidelity Prototype
What I learned?
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Moving forward ...
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