Project 2 Team_WeLoveHCI
1. Gathering Requirements - Task Analysis
1.0 Introduction
Our team is working on a very interesting project for human health. A complete online medical treatment system will solve medical problems for pregnant mothers, busy working adults, and elderly patients, which will bring them more convenient and comprehensive medical and health services.
The goal of the app is to integrate services such as searching for a clinic online and making a doctor's appointment, so that patients can make an appointment online and avoid waiting. Video consultations will also be included in the app, allowing patients to complete the diagnosis without having to go to the hospital, saving patients time. The ability to view medical history will also be added, reducing the number of times patients describe their condition, as long as the doctor opens the historical case view. We will also add some other small features to improve our app. The target users are selected to ensure the usability of the application, and the functionality of the application is tested to ensure that the application can run properly.
1. myKlinik
The MyKlinik app provides a convenient appointment system for busy patients to choose the right time to make an appointment with a doctor. Reduce the long waiting time and improve the efficiency of medical treatment.
2. Gleneagles
Gleneagles is a large private medical institution, gleneagles provides high-quality medical services to patients. The Gleneagle platform allows patients to search for hospitals online and make online doctor appointments and other services.
3. ColumbiaAsia
ColumbiaAsia is a medical group that provides medical services in many regions of Asia, providing a good environment for patients. This application can help patients find their company's clinic, and provide an online booking function patients can choose free time to visit.
4. bookDoc
BookDoc is a healthcare technology application that connects users and medical services, provides patients with more convenient online video consultation functions, and the patients can contact their doctors at any time to deal with problems.
5. Speedoc
Speedoc is a medical consultation platform that allows users to consult doctors online through mobile applications, remote consultation services, and provide more comprehensive and detailed guidance.
6. DoctorOnCall
DoctorOnCall is a Malaysian online medical platform that enables patients to communicate with registered doctors online through the DoctorOnCall platform, and patients can obtain doctor diagnoses and prescriptions.
7. myHealth360
MyHealth360 is an application launched by Gleneagles Hospital, MyHealth360 provides patients with the ability to view their health, so that patients can keep track of their health status, and doctors can have a more comprehensive understanding of the patient's condition.
We select three tasks from the existing system for observation and improvement:
Search for clinic/doctor making appointment
Patients can search clinics, choose the right doctor for their condition and make an online appointment at a time that suits them.
Schedule video consultation
Video consultation services that allow patients to have video consultations. Patients and doctors can be connected through the network, so that users can see a doctor and obtain a doctor's diagnosis through the network video conference to obtain a prescription.
View Medical History
Viewing medical history is very important for both the patient and the doctor. Patients and doctors can check their medical history for diagnoses, medications, test results, and more. It is more conducive to doctors' understanding of patients.
2.0 Derivation of HTA
2.1 HTA for Task 1 - Search for clinic or doctor for making an appointment
User 1: Jaslene Yu
Link : https://youtu.be/JKRka8fsMVs?feature=shared
0. Search for a doctor for making an appointment
1. Open the Columbia Asia application
2. Register an account
2.1 Fill in personal details
2.1.1 IC Number
2.1.2 Name
2.1.3 Gender
2.1.4 Mobile Number
2.1.5 Email
2.2 Set Password
2.2.1 Enter password
2.2.2 Confirm password
3. Select “Book an Appointment” option
3.1 Select location
3.2 Search for doctor
3.3 Select date and time
3.4 Reserve slot
4. Click “Book appointment”
4.1. Receive Appointment ID
5. Exit the application
Plan 0: Do 1, 2, 3, 4, then 5.
Plan 2: Do 2.1, then 2.2
Plan 2.1: Do 2.1.1, 2.1.2, 2.1.3, 2.1.4, if wanted 2.1.5
Plan 2.2: Do 2.2.1, then 2.2.2
Plan 3: Do 3.1, 3.2, 3.3, then 3.4.
Plan 4: Do 4.1
User 2: Tan Jing Zhe
Link: https://www.youtube.com/watch?v=5UEppvz9wZg
0. Find a clinic for booking an appointment
1. Open the MyKlinik application
2. Log into the account
2.1 Enter email and password
3. Search clinic
3.1 By Keyword
3.2 By Filter
3.2.1 Select category
3.2.2 Select state
3.2.3 Select area
3.2.4 Select a clinic
4. Contact the clinic for making appointment
4.1 By phone
4.2 By email
4.3 By Fax
5. Quit the application
Plan 0: Do 1, 2, 3, 4, then 5.
Plan 2: Do 2.1
Plan 3: Do 3.1 or 3.2
Plan 4: Do any one of 4.1, 4.2, or, 4.3.
User 3: Chuah Kee Yong
Link: https://www.youtube.com/watch?v=kz-B8oXoCrA
0. Find a hospital for booking an appointment
1. Open the Gleneagles website
2. Select the hospital branch
2.1 Gleneagles Hospital Kota Kinabalu
2.2 Gleneagles Hospital Kuala Lumpur
2.3 Gleneagles Hospital Medini Johor
2.4 Gleneagles Hospital Penang
3. Select a specialty from specialties list
4. Select a doctor
4.1 Fill in appointment details
4.2 Select available slot
4.3 Fill in personal details
4.3.1 Name
4.3.2 Gender
4.3.3 IC number
4.3.4 Mobile number
5. Click “Book Appointment”
Plan 0: Do 1, 2, 3, 4, then 5.
Plan 2: Do 2.1, 2.2, 2.3 or 2.4
Plan 4: Do 4.1, 4.2, 4.3
Plan 4.3: Do 4.3.1, 4.3.2, 4.3.3, 4.3.4
b) Findings from the HTAs for Task 1
All 3 user types mostly do not have issues when booking an appointment. They are all clear on what they are doing when booking an appointment.
One issue faced by user 2, Tan Jing Zhe is that he cannot directly book an appointment when using the MyKlinik application, he needs to get the phone number and call to the clinic that he wants to make an appointment for.
Can fix this issue by implementing a function where users can book an appointment in the MyKlinik application.
2.2 HTA for Task 2 - Schedule a Video Consultation
User 1: Jaslene Yu
Link : https://youtu.be/EFeC33dhtMw
0. Look for a video consultation
1. Open the BookDoc application
2. Sign into the BookDoc application
2.1 Enter email and password
3. Click the “ Teleconsult” button
4. Choose the category
4.1 General health
4.2 Child health
4.3 Skin health
4.4 Dental
5. Select specific doctor
5.1 Choose available date and time
5.2 Choose body region to specify the location of any discomfort
5.3 Provide details about health problem
5.4 Provide additional info
5.4.1 Previously Diagnosed Conditions
5.4.2 Medication Information
5.4.3 Allergy Status
6. Proceed to pay
6.1 Select payment method
6.1.1 Online banking
6.1.2 Credit or debit card
6.1.3 E-wallet
6.2 Confirm payment
7. Exit the BookDoc application
Plan 0: Do 1, 2, 3, 4, 5, then 6.
Plan 2: Do 2.1
Plan 4: Do any one of 4.1, 4.2, 4.3, or 4.4.
Plan 5: Do 5.1, 5.2, 5.3 and if wanted 5.4.
Plan 5.4: Do 5.4.1, 5.4.2 or 5.4.3.
Plan 6: Do 6.1, then 6.2.
Plan 6.1: Do any one of 6.1.1, 6.1.2 or 6.1.3.
User 2: Tan Jing Zhe
Link: https://youtu.be/vgnRb0B2fzs
0. Schedule a video consultation
1. Open the Speedoc application
2. Log into the Speedoc account
2.1 Enter email and password
3. Click the “video consult” option
3.1 Select the preferred date and time for consultation
3.2 Add the symptoms currently experiencing
4. Proceed to the payment step
4.1 Select payment method
4.1.1 By cash
4.1.2 By credit or debit card
4.2 Confirm payment
5. Close Speedoc application
Plan 0: Do 1, 2, 3, 4 then 5.
Plan 2: Do 2.1
Plan 3: Do 3.1, then 3.2.
Plan 4: Do 4.1, then 4.2.
Plan 4.1: Do any one of 4.1.1 or 4.1.2.
User 3: Chuah Kee Yong
Link: https://youtu.be/UQHxJYwLcus?feature=shared
0. Book a video consultation session
1. Open the DoctorOnCall application
2. Log into the DoctorOnCall account
2.1 Enter username and password
3. Select the “Book Doctor” option
4. Click the “Speciality Listing” icon
4.1 Search for specialities
4.2 Select doctor
4.2.1 Choose date and time
4.3 Click “Book Appointment” button
4.4 Provide additional info
4.4.1 Symptoms
4.4.2 Allergy
4.4.3 Attach medical report
5. Proceed to pay
5.1 Select payment method
5.1.1 FPX
5.1.2 E-wallet
5.1.3 Cash
5.2 Click “Proceed”
6. Confirm Booking
7. Exit the DoctorOnCall application
Plan 0: Do 1, 2, 3, 4, 5, 6, then 7.
Plan 2: Do 2.1
Plan 4: Do 4.1, 4.2, 4.3, if wanted 4.4
Plan 4.2: Do 4.2.1
Plan 4.4: Do 4.4.1, 4.4.2, or 4.4.3.
Plan 5: Do 5.1, then 5.2.
Plan 5.1: Do any one of 5.1.1, 5.1.2 or 5.1.3.
b) Findings from the HTAs for Task 2
All 3 user types mostly do not have issues when scheduling a video consultation. They are all clear on what they are doing when scheduling a video consultation.
One issue faced by user 2, Tan Jing Zhe is that he cannot select the specific doctor for his consultation when using the Speedoc application.
Can fix this issue by implementing a function where users can choose for the specific doctor in the Speedoc application.
2.3 HTA for Task 3 - View Medical History
User 1: Jaslene Yu
Link : https://www.youtube.com/watch?v=m8HO4nzp6SI
0. Check booking records and medical records
1. Open BookDoc application
2. Log into BookDoc account
2.1 Enter email and password
3. Click the “Teleconsult” option
3.1 Click the “History” option
3.2 Review booking record and medical record
4. Exit and close BookDoc application
Plan 0: Do 1, 2, 3, then 4
Plan 2: Do 2.1
Plan 3: Do 3.1, then 3.2
User 2: Tan Jing Zhe
Link: https://youtu.be/ByG50h0riAo?feature=shared
0. Review medical record
1. Open myHealth360 application
2. Log into myHealth360 account
2.1 Enter email and password
3. Click the “Access Medical Record” option
3.1 Select the record
4. Exit and close myHealth360 application
Plan 0: Do 1, 2, 3, then 4
Plan 2: Do 2.1
Plan 3: Do 3.1
User 3: Chuah Kee Yong
Link: https://youtu.be/b5V82XD_97I?feature=shared
0. Review Results/reports
1. Open ColumbiaAsia application
2. Log into ColumbiaAsia account
2.1 Enter userID/IC and password
3. Click the “Results/Reports” option
3.1 Select the results
4. Exit and close ColumbiaAsia application
Plan 0: Do 1, 2, 3, then 4
Plan 2: Do 2.1
Plan 3: Do 3.1
b) Findings from the HTAs for Task 3
All 3 user types mostly do not have issues when accessing the booking history and medical record. They are all clear on what they are doing when accessing the booking history and medical record.
One issue faced by user 3, Chuah Kee Yong, is that he cannot access the booking history, he can only find out the report and result only when using the ColumbiaAsia application.
Can fix this issue by implementing a function where users can choose for report/result and booking history in the ColumbiaAsia application.
3.0 Design Requirements
We have discovered areas where changes can be made to our current system to address the challenges we are facing by interviewing UTM students to get their perspectives on telehealth software. Enhancements that will lead to a more efficient and user-friendly telehealth solution have been made possible by the insightful feedback and suggestions received from these worthwhile interactions with the student community.
As we explored the user-friendly features of the Gleneagles website and Columbia Asia Malaysia application, we observed that the platform offers extraordinary convenience where patients can easily search for doctors and hospitals to schedule appointments. When patients have access to a comprehensive profile of each doctor, including information about their training and areas of expertise, they are better able to understand the doctor and make informed decisions. The ability to choose a preferred physician and an appropriate time and date for the appointment adds a level of customization that improves the overall patient experience. This customized approach helps patients feel more at ease and confident in their healthcare journey by attending to their particular preferences or building rapport with particular healthcare professionals. We have decided to prioritize patient satisfaction and engagement by integrating a user-friendly doctor selection functionality into our current system, given the positive effects of this feature.
Furthermore, when we look at the scheduled video consultations offered by services like BookDoc and DoctorOnCall, it's clear that patients are able to interact virtually with medical professionals, raise their medical questions and choose the doctor they want to choose for the consultation. Patients can describe their condition in detail and identify particular areas of discomfort or concern thanks to the interactive nature of video consultations. In addition to encouraging a more patient-centered approach, this nuanced communication helps physicians better understand the patient's general health. This two-way communication is so effective that it improves the doctor's capacity to evaluate and treat the patient's condition from a distance, demonstrating the potential of video consultations as a powerful and patient-focused method of healthcare delivery. In light of these benefits, we are deciding to incorporate comparable video consultation features into our current system in an effort to improve the standard of our users' remote medical care.
By examining the functionalities of well-known telehealth apps like BookDoc, Columbia Axia and myHealth, we were able to see that a complete medical records system was integrated, allowing patients to access and review their medical history. This feature not only gives patients a handy point of reference so they can quickly recall important information about their medical experience, but it also gives medical staff important background information about a patient. Given the importance of this feature, we are incorporating a comparable medical records feature into our current system. By doing this, we hope to improve the user experience as a whole, encourage patient participation and make it easier for patients and their healthcare providers to have more informed and tailored interactions.
Lastly, after reviewing Columbia Asia Malaysia's application, we can see how seriously the platform takes user security and privacy. It is worth noting that during account creation, the software emphasizes the creation of strong passwords by the user, as it demonstrates a commitment to protecting personal data and avoiding possible data breaches. We have chosen to incorporate similar password strength requirements into our current systems because we understand the importance of these security measures. By doing so, we hope to boost the confidence of our users and assure them that their privacy is our top priority. This proactive approach is a testament to our commitment to providing a reliable and secure platform that gives users greater confidence in the software's ability to protect and interact with their sensitive data.
2. Title: Gathering Requirements - User Analysis
1.0 Proposed Tasks
We will provide a health mobile app prototype. This application prototype contains many practical functions which focus on improving the network medical service. Improve the existing network health platform, reduce the tedious steps and waiting time of patients to improve the patient's medical experience.
Search for clinic/doctor making appointment
Most patients have the experience of waiting in a long queue in the hospital to register, which makes patients feel physically and mentally tired. Searching for clinics online and making appointments will greatly reduce patient queues. Patients do not need to physically travel to clinics and hospitals, reducing the waste of time and energy. In addition, patients can easily manage visit times and make changes and cancellations. This convenient way to make an appointment enhances the patient experience.
Schedule video consultation
It is a waste of energy for busy patients and patients with mobility difficulties to go to the hospital. The network video consultation provides many advantages. Patients do not need to go to medical institutions for treatment, but only need to consult the medical service through the network of electronic devices. Patients can choose their own convenient time for network treatment, reducing the occupation of their own time. The video visit service reduces the number of times patients have to travel to and from the hospital. It can make patients in a very relaxed state to carry out medical services, without facing the noisy environment of the hospital.
View Medical History
For many patients, they are unable to clearly express their medical history, and looking at medical history can help patients deal with this annoyance. Patients can learn about their health by looking at their history and better manage their health. Through the patient's medical history records, doctors can clearly understand the patient's past physical conditions and make more correct judgments.
2.0 Persona
Persona 1 from User Group 1
Jaslene Yu, a 20-year-old student at Universiti Teknologi Malaysia (UTM), is majoring in data engineering. She is an industrious and busy student who tries not to waste time, having a rigorous schedule of classes and homework every day. But when she gets sick, there's a big problem because the clinic she counts on only accepts walk-ins. Every time she needs medical attention, she has to wait in line for two to three hours, which is a significant time waster and a direct hindrance to her ability to complete her coursework and be productive.
Acknowledging the necessity for a more effective and timely healthcare solution, she is actively looking for substitutes that would enable her to get timely medical care without interfering with her busy schedule. She is actively looking for an app that will help her find a solution, one that will not only let her schedule appointments with her favorite doctors, but also be easy to use. For her, ease of use is an essential factor because a difficult booking process would require her to spend time figuring out the system rather than effectively getting the appointment she needs. Her objective of maximizing time management is supported by an intuitive software that makes it easy for her to arrange her calendar without having to deal with complicated processes. With an app like this, she would be able to schedule appointments for medical care on time and avoid the aggravation of standing in line, giving her a quick and easy way to get the healthcare she needs that fits into her busy schedule
Persona 2 from User Group 2
Tan Jing Zhe is a 20-year-old student at university. At present, he is studying Bachelor of Computer Science (Software Engineering) with honors at Universiti Teknologi Malaysia. He is a hard-working and busy student who is involved in various club activities and commits himself wholeheartedly to academic projects. He always faces the challenge of finding time to visit a clinic for medical consultations when he is not feeling well.
Thus, he wishes that there is a convenience application available for him to schedule video consultations. Moreover, the distance between his hostel and the clinic exacerbates the issue, occasionally leading to the worsening of his health as he perceives the journey as a time-consuming endeavor that could be better utilized for academic pursuits. His goal is to find an application that seamlessly integrates into his demanding schedule, enabling him to select suitable dates and times for video consultations. This application should not only cater to his busy lifestyle but also provide a comprehensive range of symptoms, including coughing, fever, stomachaches, and more, to effectively communicate his health concerns to the doctors. Furthermore, Jing Zhe desires clear and transparent information on consultation fees within the application with the added convenience of making payments directly through the platform. His overarching aim is to bridge the gap between his academic commitments and healthcare needs, ensuring a holistic approach to his overall well-being.
Persona 3 from User Group 3
Chuah Kee Yong is a 20 years old student who is currently studying Bachelor of Computer Science at Universiti Teknologi Malaysia. His awareness of the importance of actively managing his health reflects his commitment to making informed decisions regarding his current and future treatments. He has always taken a dedicated approach to his health,but he has grappled with the challenge of recalling specific details about his past medical consultations. In the traditional clinic or hospital setting, he often receives medical records in card form. Unfortunately, these cards have led to instances where he accidentally discards them or misplaces them, causing him to waste his time searching for the relevant information.
Consequently, Kee Yong wishes an application that provides medical history to facilitate easy follow-up consultations with his preferred doctors. Kee Yong wishes an application that provides a clear and comprehensive medical history, detailing the time, place, consultations with specific doctors, and associated prices. Proactively accessing and reviewing this information empowers him to confidently approach future consultations with accurate details. This not only saves him time previously spent recalling past details but also ensures well-informed decision-making, significantly enhancing his overall healthcare experience.
3.0 Scenario
Task 1-Search for clinic or doctor for making an appointment
Persona 1: Miss Jaslene Yu, 20 years old, is a student queuing up at the clinic for treatment
User goal: Find an application that can make an appointment for treatment and easily for use
Task:
Open the application
Log in an account
Click book appointment
Choose location, doctor and time
Appointment booked
When Miss Jaslene Yu found out that she was sick, she had to queue up at the clinic. What made him even more uncomfortable was the hassle of having to queue up at the clinic. Especially when a person is already dealing with health issues, investing a lot of time, which usually takes two to three hours and just to get a doctor's consultation can be particularly annoying and counterproductive. In addition to being a significant time waster for the patient, this protracted waiting period makes it difficult for them to receive prompt medical attention.
Jaslene Yu was looking for a way to get rid of her long wait times at the clinic and she came across an easy-to-use program that not only made scheduling appointments faster but also allayed her worries about the security of her personal data. After she registered and entered her personal information, the system asked her to choose a strong password, protecting the privacy of his data. She could choose her favorite hospital and physician by navigating the software, adding to the convenience. She was able to make an informed decision based on her preferences thanks to the comprehensive doctor profiles. Selecting the appointment's day and time was no longer difficult and the system quickly confirmed the booking after scheduling was successful. Her positive experience demonstrated how well the software worked to resolve her problems, highlighting how user-friendly it is and how much it can save time and improve the efficiency of the healthcare appointment process.
Task 2 - Schedule a Video Consultation
Persona 2: Mr Tan Jing Zhe, 20 years old, is a busy and active university student, involved in various club activities and dedicated to his academic projects. Due to his hectic schedule, finding time to visit a clinic for medical consultation is challenging. He is looking for a convenient way to schedule video consultations with doctors.
User goal: Scheduling a video consultation through the application, providing the user with the flexibility to choose a suitable date and time for the appointment and having the appointment anywhere he feels comfortable.
Task:
Open the application
Log into user’s account
Choose the widgets "Video Consult"
Select the date and time
Choose any symptoms you are having now
Select the types of service - Video Consultation
Make payment
Book video consultation
Mr Tan Jing Zhe, an active student who participates in lots of club activities and is busy doing his university projects. He faces the challenge of finding time to visit a clinic for medical consultations, especially when he is not feeling well. The distance between his hostel and the clinic further complicates matters, as it consumes precious time that could be better utilized for academic pursuits.
In search of a more convenient healthcare solution, Mr. Tan turns to the application to schedule a video consultation. He opens the app and logs into his account, he navigates to the "Video Consult" widget. Here, he effortlessly selects a date and time that fits into his busy schedule, then provides information about his symptoms like coughing and fever. The application transparently displays the consultation fees for the video service and with a quick and secure payment. After this process, Mr. Tan successfully books a video consultation. This newfound convenience allows Mr. Tan to receive medical advice from the comfort of his dormitory, eliminating the need for time-consuming travel. The flexibility of scheduling a video consultation aligns perfectly with his hectic student life by providing a solution that prioritizes his health while accommodating his academic commitments.
Task 3 - View Medical History
Persona 3: Mr Chuah Kee Yong, 20 years old, is a proactive and health-conscious student who values staying informed about his well-being. As a young adult, he recognizes the importance of actively managing his health to make informed decisions about his current and future treatments.
User goal: Make sure that the user can effortlessly view and review his medical history including details about past consultations and associated costs.
Task:
Open the application
Log into user’s account
Choose the widgets "Results / Reports"
View the medical history that the user’s had made
Mr. Chuah Kee Yong always faced the challenge of recalling the specific details about his past medical consultations. In the traditional clinic or hospital, they normally give him the medical records in a card form. However, sometimes he may accidentally throw away the card or keep it somewhere else where he cannot find it. This has caused him to waste time finding and recalling where he kept his medical cards.
Hence, recognizing the need for a convenient and efficient solution, he opens the application on his smartphone and logs into his account. He then selects the "Results / Reports" widget. He discovered a comprehensive record of his medical history, detailing the time, place, consultations with specific doctors, and associated prices. Mr. Chuah realizes that this feature is a valuable asset for his healthcare management. By proactively accessing and reviewing his medical history, he can now confidently approach future consultations, armed with accurate information. This not only saves him time that would otherwise be spent recalling past details but also ensures that he can make well-informed decisions about his health, enhancing his overall healthcare experience.
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