Redesigning Healthcare Outside of the Hospital:
The Telehealth booth
Masters Thesis | 2021-2022 | Research, UX Design, Information Design
This thesis was completed as a part of the requirements for the Master of Design at Auckland University of Technology. Working in conjunction with the Institute for Innovation and Improvement (i3), this project explores how design can be used to understand the patient journey of the telehealth booth and create a resource that can assist in the use of the booth.
Definitions:
Telehealth:
An overarching term for conducting health appointments, research, and education virtually through communication technologies that rely on internet services.
Telehealth Booth:
Transportable, soundproof pods equipped with the technology and Wi-Fi needed to conduct a telehealth appointment. This is aimed at creating more equitable access for patients who don't have access to technology at home or the resources to attend specialist appointments at their regional hospital.
The Opportunity
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Provoke assumptions about healthcare accessibility in Aotearoa (New Zealand)
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Being a designer in healthcare: using design-led methodologies and qualitative research methods to understand user experiences and communicate information effectively
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The roll-out of telehealth booths in the community by Waitematā District Health Board (WDHB) in rural North Auckland in the most remote areas of the DHB's domain
Methodologies + Methods
This research focuses on using design-led methodologies and methods to unpack the patient journey of the telehealth booth and create a resource that can assist in the use of the booth.
Expert Interviews
Eight expert interviews were conducted to gain a comprehensive understanding of telehealth and the telehealth booth:
Telehealth Coordinator
Six clinicians with previous experience in using telehealth
Disability advisor
Each set of interviewees had their own set of questions to investigate matters such as technical aspects of the booth, patient barriers, and considerations for designing for patients with accessibility needs. After transcribing and analysing the interview data, I was able to identify some issues that could be addressed using design.
The main opportunities for design were:
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Creating a resource that clearly communicates how to use the telehealth booth service
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Giving patients the right amount of information - making sure they are not overwhelmed with text but also not providing too little information that they would not understand how to use the service.
Existing material + ideation
Following the interviews, I decided to focus on instructional design. I started the prototyping process by creating a mood board of existing instructional and information design to gain inspiration on illustration style, layout, typography, and the management of content.
Following the exploration of existing materials, I created mock-ups that followed the step-by-step format. I explored the different ways steps could be presented by playing around wih placeholder shapes through wireframes. This gave me the chance to test different layouts and consider spacing and conent placement.
Creating a prototype
While conducting my own research telehealth booths, i3 was starting to implement the first working version of telehealth booths in conjunction with Helensville District Trust (HDHT).
I was given an opportunity to help create graphics for telehealth booth instructions. The client requested this to be done in a comic format, in a similar style to a clinician-facing resource (see image below). I was given a list of steps that patients would have to follow to conduct their telehealth appointment in the booth.
Clinician-facing screensaver promotion on telehealth appointments
Video prototype
Thumbnails
Following the interview with the Disability Advisor, I wanted to explore an animated version of the instructions as an alternative medium to support patients with different accessibility needs. An animated video would enable the instructions to also be communicated through sound and audio.
Animatic
This animatic was based on the thumbnails I created. The narrative starts with an explanation of the differences between telehealth and the telehealth booth and continues on to how to book and conduct a telehealth appointment. I chose not to pursue this medium and stick with written instructions instead, as the purpose of having telehealth booths is to reach out to the populations who may not have access to technology.
Creating a design brief
Taking my learnings from initial prototypes and explorations, I created a design brief to clearly define what output I would be working towards for my project.
I was able to identify three objectives to meet for the final prototype:
Logistical
Ensuring the experience of using a telehealth booth is as smooth as possible while helping patients learn how to use a new service.
Emotional - Building/maintaining trust
Justifying the reason why patients' care has been moved to a virtual format and reassuring that they will get the same quality care as they would in person.
Patient Empowerment
Giving patients control of their experience through an accessible resource that will allow them to feel confident in navigating the appointment with minimal assistance.
Prototype: Information pack
The concept of a telehealth booth is new in New Zealand. Prior to this research, there were no resources available for patients that would introduce them to the concept of this new way of attending appointments remotely.
To meet the criteria set in my design brief, I knew that I had to create something that would assist users throughout the duration of the appointment, but also inform them about the service beforehand.
I decided to create two documents:
1) Introduction to telehealth and remote health appointments
2) Instructions on how to use the telehealth booth
User testing: Walkthroughs with the telehealth booth
Following the creation of the prototypes, I conducted walkthroughs with three staff from the innovation and improvement (i3) team at North Shore Hospital who would act as 'patients'.
The key areas of interest were:
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Observing the 'patient'-service interactions, nuances of the using the service, pinpointing awkward, confusing, or difficult moments
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Testing out the prototype - what is working well with this design? Looking for any comments on the layout/design/imagery/typeface and whether it is easy to follow.
Final prototype
This iteration of the prototype was informed by the feedback from the booth walkthroughs and maintains the same illustration style. This prototype aimed to tackle smaller UX interventions of using the telehealth booth, which resulted in adding an additional page to my existing information pack.
This includes information on what patients will need prior to their telehealth appointment, such as bringing the meeting details. Additional information on the technology of the booth was included, such as how to turn on the iPad, and further information about the security/privacy of the appointment.
