MyUHS - A service design solution for University Health Service
"What's wrong with our service?"
CMU University Health Services approached our team asking us to improve their current service process.
My team conducted contextual inquiry and found the following problems experienced across the student body.
Unreliable
Unclear feedback
No feedback on wait-time
"I never knew how long I will be waiting, maybe 5 minutes, or maybe 50 minutes."
Lack of trust & care
"They don't know me. It's natural to take their advice with a grain of salt.
Inefficiency
limited user control
Appointment making is inflexible
"Everytime I can only make appointments online after I choose my symptom."
Technology is outdated
"The Kiosk is so hard to use and I really don't see the point of having it."
"Why are these problems worth solving?"
Normally, students visit UHS to stay on top of their health and for its convenience.
However, unpredictable wait times deranges the students' planned schedule and harms students' efficiency given college as a fast paced environment.
From our research, we learned that CMU students avoid going to UHS if necessary, compromising students' long term health.
To help students balance their busy schedules with attention to health, UHS needs to provide services more efficiently.
Our Solution - MyUHS
A cross platform app that helps students be on top of their health by making the health service visit much more accessible, flexible, and trustworthy.
Design Process
To understand each user's experience,
we developed culture, flow and sequence models.
A cultural model groups various stakeholder's values
while a flow model marks the breakdowns between relationships of stakeholders.
Putting Pieces Together
One user's experience is important and informative but how do we synthesize 350+ notes from all the users we interviewed?
What are the most severe problems that CMU students experienced with UHS?
Ideation & Validation
After synthesizing our data, our team "walked the wall" & generated eight visions
through brainstorming, body-storming, discussion of key issues, questions, and hot ideas
based on feasibility and severity of the problems.
Storyboarding
After evaluating our visions, we brainstormed ten solutions and drew the ideas in forms of storyboards for speed-dating. Through speed-dating, we were able to validate and identify ideas that the students found most helpful.
Team - Charu Sharma, Simon Li, Helen Hong, Jason Eaglin, Alan Qiu