6. User Testing 1

Interview

Interviews Preparation

After creating the high fidelity digital prototype, it was an appropriate time to conduct user testing in order to test the task flows and our idea. We noted all the points our users pointed out and took into consideration on how we could come up with something better than most of our users wanted. We made some justifiable changes in our prototype and also made some ignored some of the points as we had our reasons why we ignored the suggestions. For the testing method, we used interviews. Our group opted for interviews as we thought we would get the users to feel comfortable in giving more comfortable in giving feedback. From interviews, we could apply more questions that linked us back to the users' feed that could lead us to get more qualified insights later in order to make an improved iteration in the future. For example, if a user answers a question briefly, we could ask them more to search for what they meant from the question. We feel the results that we want could not be gained from surveys or questionnaires.

We firstly prepared the questions for the interviews:

• What do you think about the idea of the project? We picked this question in order to know the thoughts from the users on their first impression about our project and idea. The idea is already structured based on the research, we would want any suggestion and improvements in regards to the idea itself.
• Could you create a referral? Please describe your experience when creating it? This question is for the user to have an opportunity to explain any pain point when doing the process. If the user is happy with the process, this question also encourages them to say any improvement based on their good experience.
• Are there any features or information that we might have missed in this prototype? This question is for us to dig deeper information if the process is correct and fully provide all requirement of referral just like in real-life scenario.
• Are there any improvements you would like to address? This question is for a user to have an opportunity to think out loud and say what they want. Anything that the user feels not right and any features that might improve the process.
• Can you picture the prototype in a real-life scenario? Would you please describe the scenario? This question is for us to know whether or not the application can be applied in a real-life scenario. When this application is applicable, we would like to know the scenario where the user could picture this prototype in their daily life. When the user visualize the scenario, some missing task flow or any other feature could be mentioned too, in case if the user forgot about it.

Conducting Interviews

When conducting interviews, any necessary follow up questions are asked if we feel we could discover another insight from the users answer to the previous question. We are successfully inviting 3 people to interviews where all of them have a profession in the medical world. The interview conducted last up until 10 minutes. We start by explaining our goals from this project. Then, the user is asked to use and explore the prototype. Afterward, we asked the questions as prepared before. We wrote down the result and analyze the result in our next meeting.

Insights

The insights that we gain from the interviews:

• Users felt that the idea is new and could be taken forward to make the system better. However, one user is worried if the hospitals are being persistent with their traditional system and do not want to take another program internally.
• Users feel like the process of creating referral is adequate enough to support the idea. Users also feel concern with the legitimate aspect of the digital referral. Users also point out that the personal information of doctor schedule might not be effective in real life scenario.
• The feature of the prototype has represented the goal.
• Users are suggesting to take the application to not just physically but to several specialists.
• The real-life scenario is well pictured where users are likely to describe the website is being organized by both doctors and assistant.

Stand Up Meeting 2

As we have completed the high fidelity prototype, we would like to pitch all our works in the stand-up meeting. We pitched our changed idea and progress from the previous stand up meeting. We also explained brief research we found that establish the idea. The progress until this stand up meeting is having high fidelity prototype where we are still interviewing users for feedback. We also explained briefly our method of discovering using paper prototyping for low fidelity prototype before making the high fidelity prototype.

Mostly we got good feedback from tutors and Lorna about our progress. Another feedback we have is to bring the prototype to user testing immediately (Stand up meeting held before the interview/user testing). The feedback about our mobile application got good feedback where it is a good point to show the patient view too in this referral process. We also got feedback that we should not be too focused on the login, sign up or another process that is not the main flow of the system. Lorna and tutors are suggesting us to focus on our main task flow and iterate it to be a better version for the next two weeks. Another question from the feedback that we asked is how GP usually choose their physician? What factor does the decision is based on? These questions will be likely to be researched in the next iteration.

Design Decisions

With the insights that we gain from both interviews and stand up meeting feedback, we are able to iterate our prototype. There are several insights that we reject to take. One of the insights that we reject is to improve the application that has options for several specialists. The reason is that we feel the improvement is too wide and big where we have to learn new aspect from another specialist side. For example, a dentist has different needs from a physician. If we push ourselves to take the suggestion, we are not able to have the most effective prototype for certain specialist.

There are also several insights that we will apply in the next iteration, such as the effectiveness of creating referrals process. We also consider to put 'unavailable' name option only for doctors when they are creating their schedule, thus, the doctor doesn't have to represent the events in the schedule with names. Since some doctors might feel uncomfortable with the schedule, we feel this decision is necessary to be made. Unless the schedule is the patient appointment, the event will have 'unavailable' title.

From the stand-up meeting, we will take the feedback by not focusing on other functionality that is not affecting our main flow. Our main task flow is to create a referral where it considers both GP and Physician. This has given us opportunities to have more time iterating the prototype to more good quality.

Appendix

Question	People 1 (Health Researcher)	People 2 (Asisstant)	People 3
What do you think about the idea of the project?	People might be interested with idea. Health community have little support with technical stuff. This is interesting.	I think it's a great idea because last time when I had a medical condition, the GP I went to need to refer me to a specialist physician and he had to write an actual letter for me and call the physician to notify her.	I personally think this is a very bright idea as you not only making the process easier for the patients rather for the doctors as well. I think it is pretty innovative as there is no application or solution like this at the moment
Could you create a referral? Please describe your experience when creating it?	Yes, the process is reasonably easy. Just by clicking. But, my concern is with doctors that are more comfortable with using their hand to write the referral. And about the page, it is very simple and precise. Not too much information given. Reasonably clean.	Indeed I could create a referral but it does not seem to be stored information I entered in the calendar. The test flow was smooth, but I had to manually entered the patient's medical condition instead of uploading a report which is inconvenient.	Yes, The process was easy. This was a good experience as I was able to do the assigned tasks easily
Is there any feature or information that we might miss in this prototype?	Put the category for any illness the patient might have. or do other specialization too.	As I mentioned in previous interview question, it would be nice if an upload file function is implemented.	Nothing in particular
Is there any improvement you would like to address?	I think this is too early for doctors to use this. Maybe put option for photos for the referral. So, doctors only have take photos. and I'm also worried about the information security on this. Like how the patient information given, is it secure, i think you should discover more about that.	When I was testing the mobile application, it seems that when I was directed to the website from the mobile application, I cannot access the homepage of the website to login as different users. Would be great if the bug is fixed.	No, You could have a scanner feature to scan whatever a doctor has diagnosed and get it sent via an image
Can you picture the prototype in a real-life scenario? Would you please describe the scenario?	Yes, the prototype could be used in real life, however, it would take time for doctors to recognize and start using this. Some of them might want to use the traditional way because they are comfortable with it.	I don't have to picture it as I have experienced from my past that I needed to be referred to a specialist physician. In the future, when a GP does not have the special equipment or specific skills to help with the patient's medical condition, he has to refer the patient to a physician. With this prototype, the GP only have to book a schedule with the physician as well as sending the medical condition of the patient, and the patient only have to use the mobile application to keep track of the schedule	It would be a phenomenal experience, as the design of the system is simple to use and it looks beautiful. The application and website looks to be fairly well thought of and has a minimal attractive design, so I would imagine I would get the process done easily and instant.