Project Process

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The process started with a study and research phase. I made an observation of the reception room to the emergency room to learn what the biggest problems we are facing. Then came the stage of characterizing the system and preparing wireframe screens for the entire interface of the kiosk. We used these screens to have discussions with all the professional factors from the hospital and with other factors to improve the system and its main purpose. Then came the ui phase and the system development support phase.

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• 1. Discovery
• 2. User Research
• 3. Wireframing
• 5. UI Design
• 6. Delivery & QA

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Watch the article of channel 12 on the kiosk

https://www.youtube.com/watch?v=gQzbvq1QLzo

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Discovery: Market Scan

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At the market review stage I went out to see how to design for a digital kiosk environment.

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The first thing I did was walk into a McDonalds branch and order lunch through their digital kiosk. It was a very good excuse for me on the one hand to have a delicious lunch, and in addition I had the opportunity to feel the system with my own hands, to understand what works in it and why they placed everything in the area or size where they placed it.

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The market research I did helped me understand that when designing for such an environment one has to change the way of thinking we are used to, it is not possible to place buttons and text texts in areas that are usually located. The kiosk format screen is a much larger screen than the conventional environment we are used to designing and it brings with it new challenges that need to be learned.

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User Research: Main Observation Takeaways

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I went to make an observation in the waiting room to try and understand what environment I am entering, so that when I characterize the system, I will be able to connect with the user emotionally and be able to characterize the right solution for him.

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1.The line is sacred

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One of the biggest anxiety stressor today is standing in line, there is a lot of sensitivity around this issue because the patient knows that this is what separates him from the check in to the emergency room.

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It should be remembered that this issue called "waiting in line" is considered a sensitive issue in Israeli culture, and in the emergency room this issue becomes much more sensitive and can lead to loud quarrels between the people in line if one of them feels that his right has been violated.

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I witnessed a loud argument that included swearing and almost physical violence, just because a person standing in line went aside to settle the referral issue, and when he wanted to return to the line the person behind him thought he was cutting in and a loud confrontation began to develop between them.

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2. There is too much complexity about medical referrals

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There are now too many options to provide a referral to the emergency room and this creates additional complexity that often impairs the admission process and significantly increases the sense of tension and anxiety that people feel anyway.

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From the one case I witnessed:

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Couples waited together and tried to register for the emergency room, they received a referral from their home clinic that should have been entered automatically in the emergency room system, but the emergency room did not see the referral. So the couple had to step aside from the line to look in the personal area of ​​his app for the digital reference.

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When he returned the receptionist said he can not accept the format of the referral, and that he was working with pdf only. The spouse got upset and again stepped aside to locate the type of file requested.

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I can not describe the frustrated look that he had on his face.

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3. Conversation with the emergency room staff is often interrupted

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One of the disadvantages of checking in with the help of a clerk is often in the middle of a conversation with a patient, people are pushed into the conversation and interrupt the registration process in the middle, whether it is a medic who needs an answer from the receptionist, or a rude person .

Each such truncation prolongs the registration by a few seconds, but this phenomenon reads relatively frequently and it prolongs the reception time.

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4. Asks a lot of optional questions

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Receptionists ask a lot of optional questions:

In the observation stage, i discovered that there is a large number of optional and irrelevant questions asked by the receptionists that delay the waiting time further.

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5. There is not enough clarity about registration barriers

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A large percentage of people who come to the emergency room were forced to move aside to locate a means of payment or referral in a format that the hospital could accept.

For every 8 people there was one who had to move aside or spent too much time in line (10 minutes or more) because a means of payment or referral had to be completed. This is a high percentage in relation to the sensitivity of the place we are talking about - we will mention that in one of the cases that happened, a verbal confrontation developed between two people waiting in line.

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Wireframing

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At the wireframing stage, I received a characterization document from the project manager on behalf of Ichilov, which addressed the requirements of the system in a very technical way that takes into account first and foremost the needs of the hospital.

So the first step I took was to convert the requirements document to wireframes screens with additions and changes that put the user first - with all due respect to the hospital.

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I have found ways to serve the needs of the hospital without compromising the experience and needs of the user, by implanting the messages that need to be communicated to the user at a lower hierarchy and in places where they will get the attention they deserve, and not take over the entire screen at the same time.

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Design System

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Typography & Color Palette

At the stage of developing the graphic language, we did not have the flexibility to choose which font we wanted, because Ichilov has a very defined graphic language with a font that they use in the rest of their communications and projects: in the Assistant font

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The place where we had flexibility was in the text sizes, this is the first time that Ichilov releases a product that contains a kiosk screen and they do not have any definitions for text sizes.

So I chose the sizes from the preliminary research I did at the beginning of the project, where I realized what the unique limitations of the format are and in which series of sizes it is customary to use this format to enhance the experience of use and readability.

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We used the Ichilov color palette and tried to use it responsibly and in low doses that will help maintain a clean, easy and convenient interface to operate.

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UI Phase & the check-in process

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Welcome Screens

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When I started the ui phase, one of the things that guided me was to produce a visibility that looks up to date and broadcasts the year 2022, and at the same time remember that I design a hospital product and the system's target audience is very broad, so they need visibility that they can understand and be comfortable using.

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That's why I chose elements like smooth drop shadow that will help the important and clickable components in the system to jump out. In addition I wanted to produce a clean interface but not too clean, so there is also a subtle blur in the background that should make viewing and using the system pleasant and convey the latest look I aimed for.

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At each stage I ui designed according to the limitations of the kiosk format, designed to maintain a comfortable use for most of the interface customers. One of the principles I learned from the study was that important buttons

like ״next״ or ״back״ will not be at the top of the screen as they are in desktop or mobile systems, as this will force the user to raise their hand high, some users will find it difficult and some users will not be at the right height to press Button.

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So the principle that guided me throughout the ui design was that all the buttons must be below the midline of the screen. This way you can ensure that as many users as possible can use the system in a convenient and accessible way.

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Personal Information Verification

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After the home screen and identification phase, there is the personal details phase where the user needs to verify and update his details before proceeding.

This is a stage where the customer is asked to put a large amount of disclaimers at the bottom of the page, which created a clutter on the same area and lowered the chance that their users would read what was written there. I therefore placed the most important disclaimer in the area to which it is relevant, so that the user can not miss it when he accesses the relevant section.

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Reason For Arrival

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After you have finished updating your personal details, you need to choose the reason for arriving at the emergency room.

Here we actually had a process of massive cleanup of too many choices. There were more than 50 choices in some of the categories, with a large proportion of them not being common. Therefore at this stage we have requested usage data from the customer to understand what the most common reasons were. We then presented them in a hierarchical order and gave the option at each stage to choose "other" if the reason for arrival was not specified in the answers.

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Referral Attachment & Process End

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Okay, here's the gold.

From the observation I conducted I knew that there is a great sensitivity in the issue of medical referrals and that in many cases it harms the process.

So first I tried to figure out what the most common options are at this point, and whether the system can give the user added value that the physical process does not give - and to my delight the answer was "yes".

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At this point there are a number of ways the stage can end:

The most common and ideal step is for the user to have a physical reference that he can easily scan with the kiosk's built-in scanner, and then complete the process and enter the emergency room.

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If a patient has a digital referral on a mobile phone, a popup will appear  that will verify his phone number to send him a link to the mobile with a dedicated interface to which he can upload the document.

We wanted to make it easier for the user so he will be able to finish the process, enter the sorting and upload the referral while he starts the process in the sorting room itself.

If a person does not have a physical referral or a mobile referral, he will receive an SMS to his mobile with a dedicated page that will explain to him how to complete the referral.

It was important for us to create a situation where the subject of referrals would not be a barrier for the user and to create a smoother check-in process.

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When the user completes the self-check-in process, a note will be printed with a number that directs him directly to the emergency room, and in addition, a bracelet will be printed that the patient will wear on his hand, which will help identify him later in the emergency room.

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