User cognitive walkthrough

PHOTO BY USMAN YOUSAF ON UNSPLASH

STAGE ONE — the problem

This journey map was much more problem-oriented than solution, as I was at a stage where I wasn't thinking too much about prototypes yet. The story of this patient starts with feeling symptoms, knowing that a GP visit is necessary, but facing the dilemma of public VS private.

STAGE TWO —

Ideas and concept validation

With these 4 features in mind, I developed an implementation journey map to validate my ideas and concept. I asked a range of participants and took them on a user cognitive walkthrough by walking them through all the service touchpoints, from the problem state to aspirational state. I described potential scenarios that seemed to resonate most with my primary research: falling sick, having a bad experience at the public clinic/

hospital or dissuaded by the long queue times, and then my proposed telehealth solution.

I structured my testing based on concept viability, asking questions like: is this idea of holistic health appealing to you? Can insurance incentives push you to meet your health goals? The feedback I received was a mix of both critical and supportive.

PHOTO BY LINKEDIN SALES SOLUTIONS ON UNSPLASH

Despite not having any mockups or lofi wireframes, I was able to simulate an experience that gathered useful feedback which I later synthesised into my pitched system. This taught me to hone the power of language as a narrative and truly understand the impact of powerful storytelling skills.

PHOTO BY SAM MOQADAM ON UNSPLASH

onboarding STAGE THREE — development

Health is also visualised to always be centred around professionals. This makes health synonymous to care, which simply is not true, and the idea that health can only be governed by certain individuals.

Stakeholder influence mapping

I utilised another stakeholder framework to convey a visual representation of what it’s like to go down the public healthcare route versus private. It represents a disparity in accessibility, where the majority of the public are unable to gain access to health due to cost and queues.

Private healthcare HEALTH

Professionals

Society/public Public healthcare