Ideation and Prototyping

Blessing Emole, Erika Noma, Ruobing Su, Yixun Li

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Present by:

NYU Langone Transgender Health

Click to view in depth look at prototypes on Figma

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OUR TEAM

Blessing Emole

Erika Noma

Ruobing Su

Yixun Li

She/her

She/her

She/her

He/him

CONTENTS

Problem Statement

User Research

Solution & Prototype

Iterations & Reflections

01

03

02

04

Quantitative research, problem statement, design solutions

Research method, findings, persona

Our goals, prototype

Summary, usability testing, group reflections

Problem statement

01

Quantitative research

Problem statement | Design solutions

Chloe’s story

“As a transgender woman myself, I get misgendered nearly on a daily basis, but having that in a medical setting…something I could have opted out of, and I will, for my own mental health.”

Chloe Flora (She/They)

Challenges and obstacles

27%

33%

50%

27% of trans people postponed necessary medical care when sick or injured; a third delayed preventive care, or did not seek it out at all

33% of trans people receiving health care in the past year reported mistreatment, harassment or other negative experiences.

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Half of the transgender participants report feeling as though they need to teach their provider about their gender identity and its implications on their health

Grant JM, Mottet LA, Tanis J, Harrison J, Herman JL, Kiesling M. Injustice at every turn: a report of the National Transgender Discrimination Survey. Washington: National Center for Transgender Equality and National Gay and Lesbian Task Force; 2011.

The patient-provider trust bond is broken.

Not only an individual health problem, but a macro-level healthcare equity issue.

Our approach

How might NYU Langone Health improve its patient experience to be more inclusive, supportive, and positive for people who are transgender, nonbinary and genderqueer.

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Rebuild and recreate the trust bond between the transgender patients and the medical providers so trans patients feel comfortable and supportive while seeking medical services.

How Might We...

[HOW MIGHT WE] present resources and information about transgender health at NYU Langone that allows providers to be more open, personable, trustworthy to the patients [SO THAT…] the patients feel comfortable and confident to seek the medical services without the fear of being abused or discriminated.

Brainstorming

Blessing

Erika

Ruobing

Yixun

• Create a Resource Sheet
• Review & Feedback App
• NYU Langone Trans/Non Binary Buddy System (Children & Adults)

• A review app for transgender patients to read and write reviews on doctors like Yelp
• Redesign current NYULH website
• More representation in waiting rooms and inclusive intake forms

• Transgender health training for medical professionals
• Revamp the current website
• Inclusive patient check-in portal

• A training system for health care providers
• Special patient check-in system for LGBTQ+ patients
• Mental health support page

Current webpage

• Scattered and hidden resources
• Not enough information about doctors:
• No personal attachment, reviews
• No history of lgbtq+(trans/non binary)patients’ experiences/stories
• Unclear navigation and lack of visual cues

Comparative analysis

Program for LGBTQ health, Vanderbilt University Medical center

LGBTQ Health Program, Penn Medicine, Pennsylvania, PA

Transgender Health Program, Oregon Health & Science University

Method and solution

Revamp the current Transgender Health page on NYU Langone into a more transparent, resourceful and supportive user experience for the transgender patients:

• Reconstruction and redesign of the existing information presentation and architecture
• Installation of new features that connect the doctors and the patients on transgender health

User Research

02

Research method | Findings | Persona | Solutions

Research Method

Group in-depth interview session

Location: Zoom

Participants: two transgender and gender non-conforming young professionals

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Questions:

• What are your current experiences with healthcare
• How do you seek/search medical services
• What are factors you look for?
• What are current problems you face?
• How important is mental/psychological care/resources and do you feel like you have access to that currently?

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Resources

Findings: How they seek/find a medical provider

• Word of mouth
• Online research: reviews of doctors, forums, insurance they take
• Support group and organizations
• Referrals

I was referred to a good doctor with experience treating trans patients by my therapist.

I always check doctors’ reviews online. It’s important to know experiences other trans patients had.

My mom is a nurse practitioner. Mom told me all the regulations and rights I needed to know. Otherwise, I would have no idea about my rights.

Findings: How they seek/find medical provider

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Ideal Doctors

• Doctors with experience treating trans patients
• Doctors who understand them and advocate for them (preferably trans-doctors)
• Nice, kind doctors with no transphobia
• More representation at the hospitals -staff, providers, waiting rooms

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Black trans woman would be my ideal doctor. They would make sure I’m taken care of. A lot of the times people don’t understand what we go through.

I want someone who would understand me.

No one was advocating for me so I had to stand up for myself.

Some doctors are unfamiliar with trans patients. I’m NOT here to answer their questions, I’m here to get answers about my own body.

Findings: Problems they encounter

• Not enough resources to find communities, support system, and good doctors
• Doctors not familiar/understanding enough with trans patients -asking questions outside of the treatments, coercion and sexual assult
• Lack of access to mental health treatments

The world is already set up against us so we need all the help we can get.

My partner has to deal with issues with psychiatric offices but doctors there did not listen to them or don’t really know about the issues they encounter.

Having access to any medical psychological care is very important, my therapist helped me a lot when I first came out.

When I went to get the blood work done, the nurse asked me if I’m getting the gender-affirming surgery. She was acting weird about it.

If our mental health was taken better care of, our physical health wouldn’t be as bad

KATE

Transgender

Pronouns: They/them

Age: 18

Location: New York

Job: College freshman

Family: Single

Goals

• Looking for their first healthcare provider
• Wants to learn more about their body, communities, and healthcare resources
• Looking for mental health care

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Frustrations

• Lack of resources because they’re new to the community
• Struggling to find mental care
• Health insurance
• Doing their own research

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Frequently Used Resources

Google, Reddit, Facebook, Twitter

JAMES

Non-binary

Pronouns: They/them

Age: 28

Location: New York

Job: Middle school teacher

Family: Live with a partner

Goals

• Looking for a doctor with a history of working with trans patients that advocates for them and takes actions
• More trans representation at the hospitals -staff, providers, waiting rooms
• Wants to find a black trans doctor
• Seeking primary care

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Frustrations

• No reviews on doctors/procedures
• Lack of information on doctors’ personal efforts to advocate for gender non-conforming community
• Have faced discriminations at hospitals

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Frequently Used Resources

Word of mouth, Organizations, Reddit, ZocDoc

More resources on NYU Website

Pain points and solutions

More mental health support

• Reviews by other trans patients
• System to let patients know if the doctor’s office is LGBTQ+ friendly
• Personal videos on doctors’ profiles explaining their effort/what they advocate for
• Integrate resources NYU offers into Transgender Health page

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Hard to find good doctors online when they don’t have enough resources

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• Create a tab for mental care at Transgender Health
• News and resources of mental care for transgender patients
• Sharing patient stories

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Despite the importance of mental health care for transgender patients, there is not enough focus on it on Transgender Health page

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Solution

& Prototype

03

Goals | Prototype

Goals

Transparency

Support

Trust

Inclusive

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Styleguide

Homepage

• Couldn’t easily access team of doctors
• Clear contact information wasn’t provided
• Resources and patient expectations weren’t clearly listed

https://nyulangone.org/locations/transgender-health

Our Fixes: Homepage

Features Implemented/Changed:

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• Positioning of “Our Team of Doctors”
• Resources Navigation Bar
• Contact Section
• Trans/LGBQT+ safe Badges
• Live Chat Bot

Our Fixes: Homepage

Live Chatbot

Trans Safe Space / LGBTQ+ Friendly Badges

Doctor’s Profile

• Doctor’s pronouns weren’t listed
• Not enough connection to who the doctor is/their beliefs
• No doctor reviews from previous patients

https://nyulangone.org/locations/transgender-health/doctors?sort=availability&page=1&treats=all

Our Fixes: Doctor’s Profile

Features Implemented/Changed:

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• Pronouns
• LGBTQ+/Trans safe badges
• Video Input
• Patient Experiences

Our Fixes: Doctor’s Profile

Personal Doctor Videos

Patient Reviews

Our Fixes: Doctor’s Video

Features Implemented:

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• Names, academic background and training experiences
• Their specialities in transgender health and experiences/stories in treating trans patients
• Their opinions, passions, personal research or effort about trans health and helping trans patients
• Expectations that trans patients should have before visiting, particular in terms of the type of treatment and services they provide for the patients

Our Care Team & Doctor’s Video

• Current Care Team page just listed out doctor’s name with no additional information
• Doctor’s profiles were inconsistent and videos were formal rather than to the patient

https://nyulangone.org/locations/transgender-health/transgender-health-team

Our Fixes: Our Care Team

Features Implemented/Changed:

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• Pronouns, doctor’s pictures and specialties
• Short descriptions of each specialty and its connection to transgender health
• LGBTQ+/Transgender safe badges
• Collapsable card layout design

Resources

• NYU Langone resources doesn’t house transgender health related resources.
• No space for patients to find reporting discrimination, mental health, etc

https://nyulangone.org/locations/transgender-health/transgender-health-team

Our Fixes: Resource hub

Features Implemented/Changed:

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• Transgender Care & Doctors
• Psychological & Mental Care
• Review System & Tabs/Badges
• Discrimination Reporting
• Patient Stories

Our Fixes: Resource hub

Iterations

&Reflections

04

Design rationales | Iteration plans | Group reflections

Trust-building Tactics

Our solution

• Doctor’s page featuring their passions & effort in trans health
• The badge system

• Show the good intentions of why the business is doing what it is doing right now.

• Reconstructing the information
• Available services
• Clinic environment
• Doctors/provider’s information
• Contact information

• Clear communication: be clear about the business and authentic

• The law of giving: information, knowledge, inspiration or resources

• The social proof: setting video or written testimonials or reviews

• Create and re-collect all the available resources, news, research studies within the �NYU Langone web locations

• Re-collect patients’ experience �& stories
• Doctor review system

R., F. (2020, May 13). How To Get Customers To Trust Your Business – 8 Online Tactics. LinkedIn. https://www.linkedin.com/pulse/how-get-customers-trust-your-business-8-online-tactics-fatima-rafique/?trk=pulse-article_more-articles_related-content-card

Insights from User Testing

• They need more trust when they see a doctor
• Doctors reviews are important
• Mental care is more important than physical care
• Sectioning based on specialty makes it easier to go through
• Chatbot are very helpful, quick solutions to find people to contact
• Enjoyed the conversation aspect of the interview

Next Iteration

• Build out on the Badges system with visual designs and explanations
• Speak to the NYC trans/non binary folks for more advices and suggestions
• Collaboration with Team 1 for the Chatbot
• Resources collection

Group Reflections

Blessing

Erika

Ruobing

Yixun

• Able to learn more from my friends in the LGBTQ+ community
• How to take intel from user interviews and apply them to the proposed solutions
• Timeboxing tasks

• How to make design decisions to solve unfamiliar problems
• Disparities and challenges transgender patients face in medical care
• Designing prototypes, interviewing, and working with a team

• The health disparities for LGBTQ community overall and the challenges they are facing
• Identify the touchpoints for user’s journey
• Working with teammates with different backgrounds and skills

• Identifying what the user need
• Way to think deeply about the resources the user will need
• Attentions to details
• Also more knowledge about LGBTQ specifically transgender patient

Do you have any questions?

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Blessing Emole: ube202@nyu.edu

Erika Noma: en2219@nyu.edu

Ruobing Su: rs7531@nyu.edu

Yixun Li: yl8674@nyu.edu

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