Table of Content

01 - Introduction

02 - Market Research

03 - User Research

04 - Product Creation

05 - User Testing

06 - Final Product

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1.

Introduction

What’s this all about?

Project Overview

• COVID19 is a new disease that put the world in a global pandemic
• no vaccines or treatment
• Right now in 2020: we are creating new guidelines, procedures and testing kits

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Over 13 million confirmed cases globally,

108K+ confirmed cases in Canada

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Government of Canada, 2020

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Issues

• Do not know where to locate testing centres
• Do not know how long they need to wait to get tested
• Do not have any idea on what types of testing kits are available

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Now what? (Canadian Edition)

• In the United States, there are many online assessment locators that help citizens find the closest testing centres near them
• In Canada, there are only websites with a list of testing centres but there is no specifications or identification of what types of test kits are available at the centres
• Read more Sept 27, 2020 news

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2.

Market Research

What’s the industry like?

Problem Statement

• In Canada, people who are symptomatic or asymptomatic of COVID19 needs to find testing centres because they want to get medical help and stop the spread of the virus. Most people who are looking for testing centres do not know the types of testing kits available and how long it will take before their turn to get tested.

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Top 3 Competitors

ArchGIS’s COVID19 Testing Sites Locator

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Social + Basillabs’ Testing Sites Locator

Pixel by LabCorp - At Home COVID19 Testing Kit

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ArcGIS’s COVID19 Testing Site Locator

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Description: ArcGIS is an international supplier of geographic information system software known as the GIS, built an online website used for locating COVID19 testing sites all over the United States.

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Company age: ERSI started back in 1969, but the website was built recently in April 2020

User Reviews: actively using the website to find testing centres

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UI Evaluation:

• Recognizable website structure with the most important information in the centre
• Familiar use of navigation on the right hand side - with some familiar icons (ie. “i” icon for information)
• Informative content on cards including information on where it is, what type of assessment it is and how to contact them

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ArcGIS’s COVID19 Testing Site Locator

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User Roles:

• If users are showing symptomatic or no symptomatic experiences, and are exposed to someone or environment with COVID / related to COVID19, they can find specific testing sites nearby or anywhere in the United States

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User flows:

• Go on website
• Look at map and locate address, or your browser automatically locate you the closest testing site
• On right side shows a navigation that you can locate yourself, legend of all the types of testing sites, related data / links, sharable link and information on what this project is for
• Click on the dot on the map and it will show an information card about what, where and how you can contact the assessment centre

SWOT Analysis

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Social + Basillabs’ Testing Site Locator

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Description: A partnership project built primarily by The Social App and Basil Labs at Georgetown Venture Lab. The online web application helps to locate the nearest COVID19 testing centres around the person’s geolocation.

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Company age: newly introduced in April 2020

User reviews: Web application is still new and does not have an average of users or user reviews

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UI Evaluation:

• Content hierarchy is consistent where the most important data on the centre stage - the map and pins of assessment centres
• Pins locate the closest assessment centres for the geolocation of the user but it looks very clustered together
• Flexibility of filtering out the clustered pin with the left-hand toolbar

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Social + Basillabs’ Testing Site Locator

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User Roles:

• If users are showing symptomatic or no symptomatic experiences, and are exposed to someone or environment with COVID / related to COVID19, they can find specific testing sites nearby or anywhere in the United States

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User flows:

• Go on website
• Use the geolocation search bar
• Complete 4 COVID19 questions
• Filter based on distance, requirements, drive-thru, doctor’s order
• Click on the pin and it shows a card information of the clinic / testing site’s name, address, phone number, if it allows drive thru, pre-requisites and an option to send the address to your google map app
• Users will have an option to copy the address to their google maps app

SWOT Analysis

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Pixel by LabCorp - At-Home Testing Kit

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Description: LabCorp is a diagnostic laboratory that creates and distributes testing kits for a variety of illnesses, and perform medical tests with millions of patients per week in the US. The company’s mission is to improve the health and lives of people.

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Company age: company started in 1969 - but the COVID19 at-home testing kit started in March - April 2020

User reviews: Users are excited to see this product launched as they are scared to go out

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UI Evaluation:

• Recognizable design pattern on the website with important information located in the middle
• Call to action buttons successfully bring the users to the information they want about the at-home testing kit
• Simple instructions on how to obtain a testing kit

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Pixel by LabCorp - At-Home Testing Kit

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User Roles:

• If users are showing symptomatic or no symptomatic experiences, and are exposed to someone or environment with COVID / related to COVID19, they can request for a testing kit and get it to delivery to them without leaving their home

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User flows:

• Go on website
• Click on call to action to ‘View Kit’
• Read eligibility information and click on ‘Get Started’
• Fill out a series of questions related to COVID and your current symptoms
• Access your checkout basket and pay
• Confirmation email
• Wait to receive sample collection kit and send back to lab
• Access your results online

SWOT Analysis

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Solution Hypothesis

By creating a mobile application with the focus of locating testing centres, listing all types of testing kits available, and providing an online virtual queue line option, will help control the spread of the virus in the testing centres across Canada.

The mobile application will include information on:

• Location of the testing centres
• Types of testing centres
• Testing kits availability
• Types of testing kits
• Virtual queue line
• Additional resources

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Value Proposition (Users)

Increase overall user satisfaction from finding the closest testing centre near user

• To provide an easy way to locate testing centres (walk-in or drive-thru options)
• Get tested and get their results back without being in a crowd
• Goal: We want at least 60% of our users to be informed about COVID19, located a testing centre and have an idea of what types of testing kits are available

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Gain awareness from relevant information about COVID19

• Provide users with simplified and relevant information regarding the virus
• Goal: We want at least 60% of our users to be satisfied with the content on the app and gradually aim higher to 80% as we go through iterations, fixes and improvements

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Value Proposition (Company)

Increase in user loyalty for using the application

• Provide updated, reliable, and consistent content from credible sources
• Goal: We want at least 60% of our users to have successfully located a testing centre, have an idea of what type of testing kits are available, or used the app for what they needed help with

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Decrease the spread of the virus

• People can continue to practice social distancing without being in a crowd or have much physical contact with other patients
• Keeping the process contactless
• Goal: We want to contribute to at least 1-2% for flattening the curve for the spread of the virus

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KPIs

• At least 60% of users are able to LOCATE or search a testing centre
• At least 60% of users are able to look for TESTING KITS available
• Overall user engagement increases 50% within 1 month of release
• More than 50+ users using the app after 1 week of release

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3.

User

Research

Who are the users?

COVID19 does not discriminate

• ​

United Nations Human Rights, April 2020

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“

Target Audience

Symptomatic

(shows symptoms of COVID19)

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Asymptomatic

(does not show symptoms of COVID19)

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Immunocompromised or Comorbidity

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Worry-Well

(concerned of getting COVID19)

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Categorized personas into 4 main groups:

Linda Smith

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Worry-Well User

Retired Accountant

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Age: 60

Status: Married, lives with husband

Location: Vaughan, ON, Canada

Scenario:

Linda is 60 years old, a grandmother and wife who lives in a house with her husband. During the pandemic, Linda and her husband only goes out to get groceries at their local Metro once every two weeks. Linda started getting a sore throat and is worried she got COVID19, so she wants to find a testing centre to get tested.

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Kind, Sincere, Friendly

Technology

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Software

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Mobile Apps

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Social Networking

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Skills

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Time Management

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Analytical Thinking

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Organization

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Personality

Extrovert

Expressive

Sensitive

Perceivable

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Linda Smith

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Worry-Well User

Jonathan Barre

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Scenario:

Jonathan is a post-secondary student who works part-time as a cashier at his local grocery store. After a long day of work, he felt very tired and started to have a fever. He thought he was getting a cold and just took a cold pill before bed. The next day, he felt a slight pressure to his chest and his head hurts.

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Cooperative, Friendly, Optimistic

Technology

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Software

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Mobile Apps

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Social Networking

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Skills

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Time Management

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Interpersonal

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Customer Service

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Personality

Introvert

Analytical

Independent

Dutiful

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Symptomatic User

Cashier

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Age: 22

Status: Single, lives with parents

Location: Toronto, ON, Canada

Jonathan Barre

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Symptomatic User

Catherine Barre

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Scenario:

Catherine is 55 years old and is the mother of Jonathan Barre. She works as a full-time project manager at her local construction company called Lifetime Developments. During one evening, she noticed her son was not feeling well and help take care of him through the evening.

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Go-getter, Friendly, Generous

Technology

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Software

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Mobile Apps

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Social Networking

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Skills

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Leadership

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Critical Thinking

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Management

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Personality

Extrovert

Thinker

Intuitive

Observant

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Asymptomatic User

Project Manager

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Age: 55

Status: Married, lives with family

Location: Toronto, ON, Canada

Catherine Barre

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Asymptomatic User

Nathan Oscar

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Scenario:

Nathan is a full-time educator who teaches remotely online. He has high blood pressure and has stage 2 diabetes. He lives with his wife who is a frontline worker in the hospital, and his father who is immunocompromised.

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Patient, Loyal, Optimistic

Technology

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Software

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Mobile Apps

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Social Networking

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Skills

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Teaching

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Critical Thinking

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Management

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Personality

Extrovert

Thinker

Dutiful

Encouraging

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Comorbidity / Immunocompromised

High-School Teacher

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Age: 50

Status: Married, lives with family

Location: Ottawa, ON, Canada

Nathan Oscar

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Comorbidity / Immunocompromised

Site Map

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4.

Product Creation

What’s the product?

Information Architecture

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Key Features

Identify types of testing kits available

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Additional resources to stay safe from COVID19

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Opportunity to join virtual queue lines to avoid crowds

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Locate closest testing centres near user

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Virtual Queue Lines

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Health clinics / hospitals / testing centres can implement a virtual queuing system to help manage the frequency of patients coming in and out of the area to get tested

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How it will work

• Give each person at least a 30 minute beforehand notice that their turn is coming up very soon
• Collect patient data and incorporate into the healthcare’s database to reduce waiting time
• Send back results digitally

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Time slots

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• Can give health care providers a break during each slot
• Can let the patients know whether or not there are enough test kits at a specific time and at the specific location
• Helps to manage the patient flow
• Helps with reducing the healthcare providers’ and users’ frustration with the large amount of people coming into one area, not having enough test kits to provide more efficiency in testing

Paper Wireframe

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Low-Fidelity

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Mid-Fidelity

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5.

User Testing

What’s the product?

Methodology

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User Interviews (1 vs.1)

Related questions asked during the interview:

• Questions asked on the welcoming screen
• Joining a virtual line up (for either a walk-in or drive-thru)
• Locating testing centres nearby their address
• Understanding how they scan their data / mobile patterns
• If they will use filters to find testing centres
• If they use presented assets such as legends
• Virtual line up with estimated time vs. time slot

User Testing Results

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During the usability test, I focused on giving the users open questions. Here are some of the results:

In the prototype, there is a legend near the bottom of the application, did you use it to find your result?

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All 8 participants did not noticed or did not understand the content in the legend.

Were you expecting a notification after joining the virtual line?

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Which would you use more: list or map?

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All 8 participants expected a text message or email confirmation after joining the virtual line for either walk-in or drive-thru

1 / 8 participants preferred using list more than map

7 / 8 participants preferred using map more than list

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However, all participants thought having both options was good.

User Testing Results

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Based on your personal preference, which dialog presents the information the best?

A) Card with information related to the selected test centre

B) Slider option that shows only part of the information

Results:

7 out of 8 participants expected to see A) - they like to see the important information about the testing centre presented at once

1 out of 8 participants expected to see B) - they like the option to swipe to see all the testing centres around

User Testing Results

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What do you think about joining two lines at once in comparison to joining one line at once?

Results:

All users agreed that the option to join two lines will be helpful to see which line is faster and if they can cancel one of the lines when they are closer to their turn for one of the line, but it will cause conflict if users forget to cancel and do not appear to the test which will flood up the queue system

Pros

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• Able to see which line moves faster so that they can head over to that location
• Cancel button would be helpful

Cons

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• Flooded queue system
• Forgot about lining up for another line
• Forgot to cancel
• Guilt

User Testing Results

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What did you like about the application?

Joining a virtual line-up

• Helpful with time management and reducing stress to crowded testing areas

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Time slots

• Helpful to know when you can go in - able to prepare before your turn

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Map that shows test centres nearby user’s location

• Helpful to know what is around the user and how long it would take for the user to get there
• Helpful to see what are the available testing kits at the location with real-time data

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Notification

• Able to select which option they can send notifications and see when it is their turn

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Informative assets

• Useful for identifying distance, people in front, wait time and what place you are in

User Testing Results

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What did you think was missing from the application?

Missing:

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• Information on what the symptoms of COVID19 are
• Information on whether the virtual lineups were for drive-thru or walk-in
• Date selection before time slot selection
• Navigation at the bottom felt harder to use the application
• Concerns about privacy since missing disclaimers in the beginning

Possible Solutions

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• Add resources / include section on what are COVID19 symptoms
• Include a category tag to help indicate whether the virtual line up is for walk-in or drive-thru
• Include a date selection before selecting a time slot
• Add back in the bottom navigation to assist in navigating through the app
• Include privacy and data collection information to show transparency for the users

Positive Quotes

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• I like how I can line up virtually and see when it is almost my turn to go in
• I like having the option to filter where I can find the test centres
• I like the option to skip so I can do these questions later
• I like to read up on what these things are since I don’t understand them
• I like the colour choices for this app

Negative Quotes

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• I don’t know what to select here because I don’t know if I have any symptoms
• So much information, it feels overwhelming
• Do I click this?
• Why can’t I skip this screen?
• I don’t understand what the legend is for
• Why does the back button not work?
• It would be nice to see more visuals and images

90%

100%

Users thought joining a virtual line was simple and straightforward

Total success - test users joining a virtual line up

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5.

Final Product

Improvements and Changes

Refine and Improvements

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Taking in the feedback from our users, I made some changes:

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1. Stronger disclaimer messages about data collection
1. We are not giving professional medical advices, and only providing a platform for users to find the closest testing centres

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• Additional resources
• to help identify symptoms, at-home test kits and other COVID19 related info

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• Availability to see dates AND time slots
• Can plan out after and before they get tested

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• Include back a bottom navigation
• Include important screens on the mobile app

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• Categorize the virtual lineups as either walk-in or drive-thru

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• Include the options for users to create an account or use the app as a guest user

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Moodboard

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Colours

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#3ACCE1

#FE4356

#937AD5

#EEF0F2

#BEBEBE

#757575

and more shades of gray….

Typography

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( Title / Subtitle )

( Content )

Icons

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Components

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Welcome - Screener Questions

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Locate a Testing Centre

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Click to see more details about location

View list of testing centres

See more info about testing centre

Search for testing centres

Testing Centres Details

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Virtual lineup options

Able to call or favourite the testing centre

Can see the wait times for the virtual lineups

Go back to your previous screen

Details about testing centre and read more information

Address / location of the testing centre

Join a Virtual Line

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Shows what type of virtual lineup they are looking at

Choose a date and time slot to join the line

Fill in information so the testing centre knows who is going to get tested

Join the line up

Virtual Queue Line

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Shows what type of virtual lineup they are looking at

QR code and all information about when it is your turn to get tested

Option to get notified through text or email or both

Can leave the line

Notification popup when it is almost your turn

Notifications

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Users can get notified via text, they can also update their number

Users can get notified when it’s their turn through push notifications

Users can get notified via email, they can also update their email address

Additional Resources

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List of COVID19 symptoms

All types of testing centres

Helpful tips to keep

safe from COVID19

All testing centres in Ontario

List of authorized testing kits

List of at-home testing kits

Update Profile

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Change / update account settings

List of saved testing centres by user

Edit answers from the welcome screener questions

Final Prototype

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https://adobe.ly/2OrMYLn

Challenges

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• This is a new disease that does not have any cure or vaccine for it yet, so there is limited data on which type of testing is the best way to diagnose the disease
• As this is a new application, we limited research on our users’ behaviours and patterns
• Not all health clinics are willing to use the the queue system so there might be disturbance in those clinics

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Future Goals

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• Look into the healthcare / testing centre side instead of just focusing on the application users
• Expand the application to tablet and desktop version
• Expand the idea of the app to all of Canada instead of restricting it to Ontario only
• Integration and build a partnership with other healthcare medical applications
• Expand beyond COVID19 and help to detect assessment centres for other diseases

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THANKS!

Any questions?

You can find me at:

evachan268@gmail.com

LinkedIn: /in/evacchan

Behance: /evacchan

Portfolio: evacchan.com

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References

Pexels.com

Images of Personas

Slides Carnival

This slideshow template

Mobile App Concept

Designer Eva Chan

Mentor Tina Adams

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Links related to COVID19

Testing devices for COVID19 in Canada

List of testing centres in Ontario

Testing information in Ontario

Authorized Medical Testing Devices

Ontario Provincial Testing Guidelines

About Coronavirus Outbreak

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