Project 1 Team_WeLoveHCI
1.0 Problem
Current telehealth applications frequently have multi-step, complicated sign-up and login processes (a usability issue). Due to the lack of touch targets and ambiguous navigation, the interface, once logged in, might also be difficult for older or less tech-savvy users to understand (usability issue). Patients frequently struggle to decide which clinic or hospital department is best for their treatment and feel confused about their medical conditions. Patients are paired at random with any doctor available for video consultations, which results in minimal continuity of care (a user experience problem). Some people have problems getting access to healthcare because they are unable to go to hospitals or clinics for treatment. In these problems, this is not sufficiently addressed by the 17 Sustainable Development Goals identified by the United Nations #3 (Good Health and Well-Being).
Difficult to find a suitable clinic/hospital (usability issue)
Figure 1.0 and 1.1 show that there is an obvious absence of an application which is My Klinik that gathers data from different hospitals and clinics in Malaysia's existing healthcare system. Due to the lack of a centralized platform to quickly and easily locate appropriate healthcare facilities based on their medical needs and preferences, patients seeking medical assistance face quite a bit of difficulty as a result of this absence. Making appointments with preferred care providers, getting quick medical advice, and providing continuity of care are made more difficult in Malaysia due to the scattered way that healthcare information. Patients' access to care is restricted by the lack of an integrated system, thus it is critical to implement a complete solution that combines clinic and hospital data, simplifies information accessibility, and meets the wide range of healthcare needs of people of all ages.
Lack of doctor continuity and care coordination (usability issue)
Figure 2.0
In Figure 2.0, we can see that one significant set of challenges for using My Klinik is that there is no option for the patients to choose the doctors they want which causes them to assign patients at random to different doctors for each consultation. The requirement that patients repeatedly explain their medical history and current state to uninitiated healthcare professionals is one of the main disadvantages. This repetitive process not only wastes important consultation time but also creates the possibility of misunderstandings because different doctors may overlook or interpret subtleties in a patient's health journey incorrectly. It also makes continuity of care more difficult when there isn't a solid and stable doctor-patient relationship. Patients frequently discover that they lack a committed healthcare partner who is knowledgeable about their medical background, current treatments and personal health objectives. Since new doctors might not have all the information they need to make educated decisions about prescriptions or modifications to current treatments, this lack of continuity presents difficulties for thorough medication reconciliation. A reduced capacity to follow up on consultation instructions is the result of this disjointed approach. It may be difficult for patients to get regular direction and assistance for continuing health care, which could result in treatment plan lapses and a higher risk of complications. The result of all of these difficulties is a discernible deterioration in health outcomes, since the absence of ongoing, individualized care makes it more difficult to optimize treatment plans and make the prompt interventions required for efficient healthcare administration.
Small interfaces and poor legibility (UX)
Based on Figure 3.0 and 3.1, we can see that My Klinik has crowded user interfaces with lots of menus, call-to-action elements packed into small screen spaces. For senior patients suffering from vision or motor impairments, this design approach frequently leads to touch targets that are unreasonably small and text that is rendered in a diminutive size, aggravating usability issues. Because these interfaces are small and cluttered, older users may find it difficult to tap on the correct elements or to see the information clearly because of decreased visual acuity. The small text size makes it more difficult for people with vision impairments to read, which can result in missed details, misinterpreted information and a generally frustrating user experience. Furthermore, touch interactions are challenging for older patients with motor impairments, which raises the risk of inadvertent selections or frustration when trying to use the interface. The application's overall usability is negatively impacted by this disregard for accessibility in interface design, which also negatively affects the telehealth platforms' ability to be inclusive. Designing with accessibility in mind becomes crucial because older people frequently make up a sizable portion of the user base for healthcare apps. Larger touch targets, scalable text and a more efficient layout that gives priority to important components while reducing visual clutter are a few possible design enhancements. Telehealth applications can greatly improve usability and guarantee that these important tools are available to a wider and more diverse audience by taking a user-centric approach that addresses the unique needs of elderly users.
Lack of online consultation (usability issue)
Based on Figure 4.0 and 4.1, My Klinik shows that there is a lack of online consultation options. Patients are unable to engage in video consultations with healthcare professionals through the application. This issue prompts numerous patients to visit clinics or hospitals for in-person consultations and medical checkups. Consequently, long lines and crowded waiting rooms become a common problem in clinics and hospitals, which greatly detracts from the standard of care provided to patients. Patients frequently have to endure lengthy wait times, which can aggravate pre-existing medical conditions by fostering an environment of discomfort and annoyance. Prolonged exposure to crowded environments can be problematic for patients' psychological well-being and may raise public health issues. Waiting room physical crowding is a haven for the spread of infectious diseases, especially when patients are in close quarters for prolonged periods of time. This health risk emphasizes how urgently the procedural and spatial aspects of waiting rooms in healthcare facilities need to be addressed. Furthermore, the consequences of lengthy lines go beyond the immediate annoyance that patients feel. The clinic's ability to maintain appointment schedule adherence may be compromised by the ensuing delays, which can have a substantial negative effect on overall efficiency. This in turn may cause a domino effect of delays that reverberates through different parts of the healthcare system, impacting subsequent appointments and potentially setting off a ripple effect throughout the day. In addition to being a patient convenience issue, queue management is a vital component of guaranteeing the efficient and timely provision of healthcare services. To solve these problems, a comprehensive strategy combining technology advancements, process streamlining, and careful spatial planning is needed to establish a healthcare setting that puts patient care and operational effectiveness first.
Lack of support for physically accessing medical care (usability issue)
Based on Figure 5.0 and 5.1, there is a lack of support for physically accessing medical care in My Klinik. When they are unwell enough to leave the house, many patients face major challenges to receiving in-person healthcare. Although this problem has received more attention recently due to the COVID-19 epidemic, it still affects vulnerable populations such as the elderly and disabled. Having a medical condition that keeps you at home frequently means that you require more care. For individuals with severe COVID-19 symptoms or physical difficulties, however, getting to clinics for consultations might not be feasible. Sometimes this effort puts worsening health conditions at risk. The current infrastructure, however, requires a large number of these people to make terrible travels in order to receive critical medical treatment and oversight for their recovery or treatment of illnesses. This unreasonable expectation exposes weaknesses in the way homebound patients are being served by the healthcare system. When patients cannot routinely see their doctors in person, access restrictions lead to delayed treatments, disconnected care, and disadvantaged compared outcomes.
2.0 Proposed Solution
In response to the evolving challenges of the healthcare sector, we provide an innovative solution designed to meet the specific needs of elderly individuals, busy workers and pregnant mothers who have difficulty accessing traditional healthcare services. Recognizing time and mobility constraints, as well as the growing desire for personalized medical care, our proposed solution is a comprehensive medical care app designed to bring healthcare straight to users' fingertips.
Centralized platform for healthcare that combines and aggregates data from various clinics and hospitals
A comprehensive method for solving the issues facing Malaysia's healthcare system involves the development of a centralized platform that combines information from different clinics and hospitals. User-friendly interfaces should be given top priority on this platform so that patients can quickly find and schedule appointments with healthcare professionals according to their preferences and medical needs. Besides that, by implementing GPS fuctionality, patients are allowed to conveniently identify the nearest or most suitable clinics or hospitals based on location. Furthermore, the platform should include the database of doctors with detailed profiles and reviews. This enables patients to choose their healthcare providers wisely.
Ability to select specialist and have follow-up consultations with the same doctor
The implementation of a feature that allows users to select their specialist and have follow-up consultations with the same doctor is one suggested solution to the critical issues caused by the absence of doctor continuity and care coordination in telehealth apps. The goal of this solution is to solve the current practice of assigning doctors at random, which frequently results in patients having to explain their medical history to several healthcare providers on many occasions. This feature aims to create a strong doctor-patient relationship by allowing users to select their specialty and keeping continuity through follow-up visits with the same doctors. This continuity of care would enable the assigned doctor to become familiar with the patient's medical history, ongoing treatments, and personal health objectives. With this comprehensive understanding, the doctor can make well-informed decisions on treatment changes, prescriptions and treatment modifications, contributing to improved medication reconciliation. In addition, the suggested solution encourages a more efficient way of providing follow-up instructions, guaranteeing that patients get continuous support and direction for ongoing medical needs. In the end, this customized and systematic strategy aims to optimize treatment plans, lower the risk of lapses, and enhance overall health outcomes by facilitating efficient healthcare administration.
Design a user-friendly interface that provide user convenience
One suggested solution to the problems caused by small interfaces and low legibility in telehealth applications is to create a clean interface that focuses on large buttons. Taking into consideration the difficulties faced by senior patients with vision or motor impairments, this solution prioritizes accessibility in design to enhance usability. The proposed clean interface features larger touch targets, ensuring that buttons are easily tappable, minimizing the chance of accidental selections and frustration for older users with motor impairments. Moreover, large buttons also solve the problem of cluttered interfaces by offering a more effective arrangement that gives priority to necessary elements while reducing visual clutter. To further enhance legibility, scalable text is included by enabling users to modify the font size according to their preferences and level of visual acuity. Telehealth applications can greatly improve usability through applying a user-centric approach and creating accessible interfaces. This will make these essential tools more accessible to a wider range of users, particularly the elderly population, who often make up a sizable portion of the user base for healthcare apps. With the help of this solution, telehealth platforms become more user-friendly and contribute to positive healthcare experiences for individuals of all ages and abilities receive the treatment they need.
Provide online consultation (Video call)
To solve the issues caused by overcrowded waiting areas and long lines in healthcare institutions, we present a complete method that combines technology, process optimisation, and strategic spatial planning. Recognising the negative impact that long wait times have on both the patient experience and overall healthcare efficiency, our solution strives to revolutionize the patient journey through a user-friendly app. Our app goes beyond traditional appointment scheduling by offering a video call consultation option with healthcare professionals. Patients can now choose to have remote consultations instead of physically waiting at the clinic. This not only alleviates the discomfort of crowded waiting rooms, but it also aligns with the growing demand for telemedicine solutions. Video consultations enable patients to receive medical advice in a more convenient and efficient manner, fostering a more patient-centric and accessible healthcare experience. The proposed solution not only benefits patients but also improves the overall efficiency of healthcare facilities. The risk of infectious disease spread is reduced by reducing physical crowding in waiting areas. Furthermore, the app's appointment scheduling functionality contributes to better adherence to appointment schedules, preventing delays that can have a cascading effect on the overall operational efficiency of the healthcare system.
Provide Medical Home Care Visits
Home care visits by doctors represent a personalized and patient-centric approach to healthcare delivery, with the goal of bringing medical services directly to individuals in the comfort of their own homes. Recognizing that certain medical conditions or circumstances, such as severe COVID-19 symptoms or physical limitations, make it difficult for individuals to travel to healthcare facilities. Thus, our solution aims to bridge this gap and provide continuous, high-quality medical care to those in greatest need. Our system attempts to offer patient-centered healthcare by incorporating telehealth technology for virtual consultations when appropriate, conducting full in-home assessments, and producing personalized care plans for the patients.
3.0 Target Users
Elderly Patients
Elderly patients often face mobility problems or health problems that prevent them from reaching the hospital, gradually losing the optimal time for treatment and exacerbating their condition. However, the application of online consultation provides convenience for elderly patients and provides them with comfortable medical services. There is no need to worry about the tiredness on the road, and the elderly can quickly ask the relevant professional doctor instead of waiting for the condition to worsen before seeking medical treatment. The app also simplifies the app interface so that the interface is not cluttered and the app icon is used in a larger and clearer way, which makes it easy for the elderly to make appointments and consultations online. Many elderly people suffer from chronic diseases, and the online consultation method can communicate with the doctor at any time without the need to go to the hospital to register and queue to see the doctor. Online consultation services have also greatly improved the comfort of emergency care for older people, who can complete health assessments and receive their treatment plan at home.
Busy Working Adults
Busy Working Adults often worry about not having enough time. When they have physical discomfort, they may choose to refuse to go to the hospital because of the problem of time. They wanted to wait until they had time to go to the hospital, but a long wait will only make the body more tired. Online medical service provides them with a good consultation platform. They can choose breaks from work for online consultations, which greatly reduces the time they spend on the road. In addition, online consultation breaks the traditional medical model, patients do not have to wait in line for a long time, only need to choose their own department and doctor to consult the doctor without waiting for a long time. Online treatment allows busy working adults to enjoy medical services without having to ask for leave to register and queue up to see a doctor, which is closer to their lifestyle and can take care of their own physical health level when they are busy. This will also save these busy adults more time to get things done at work.
Pregnant Mothers
During pregnancy, pregnant women have special needs for health problems, because pregnant women will encounter many problems they have not encountered at any time, even some small problems, in the case of not knowing what the problem is, pregnant women will also have panic, anxiety, fear of having a bad impact on themselves and the baby, due to the physical reasons of pregnant women, so when they find the problem, Frequent visits to offline hospitals will also be very inconvenient. At this time, online consultation service will provide them with the convenience of home consultation. This service can allow pregnant women to get expert treatment at home, which can make pregnant women more comfortable in the treatment process. Especially when pregnant women are alone at home, or have sudden problems at night, pregnant women can conduct online consultation at home, the online doctor can provide advice to pregnant women according to the problems described by pregnant women, if it is a small problem, pregnant women can be treated through the online doctor's advice, avoiding the trouble of going to the offline hospital consultation, if it is an emergency, Before arriving at the hospital, pregnant women can be provided with emergency help. When pregnant women use online consultation again, the online consultation service will give priority to the doctor who consulted the pregnant woman last time. The doctor understands the situation of pregnant women, and improves the speed of consultation to a certain extent and protects the physical condition of pregnant women. It also ensures the health of pregnant women.
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