PROJECT TITLE:
To enhance the User Experience between IIT Guwahati Hospital and its Users
PROJECT GUIDE: Sharmistha Banerjee, Assistant Professor, Department of Design, IIT Guwahati
Paper of the project selected and presented in Xerox research Center India (XRCI) Open - 2014
Click here to view paper
Team:
Arun Singh Linu George Rupam Das
B.Des, Design Department B.Des, Design Department B.Des, Design Department
IIT Guwahati IIT Guwahati IIT Guwahati
arun.singh@iitg.ernet.in linu@iitg.ernet.in d.rupam@iitg.ernet.in
To enhance the User Experience between IIT Guwahati Hospital and its Users
PROJECT GUIDE: Sharmistha Banerjee, Assistant Professor, Department of Design, IIT Guwahati
Paper of the project selected and presented in Xerox research Center India (XRCI) Open - 2014
Click here to view paper
Team:
Arun Singh Linu George Rupam Das
B.Des, Design Department B.Des, Design Department B.Des, Design Department
IIT Guwahati IIT Guwahati IIT Guwahati
arun.singh@iitg.ernet.in linu@iitg.ernet.in d.rupam@iitg.ernet.in
PRE STUDY PHASE
A.Identifying the users-
- three categories of users- Student community, staff community and faculty community.
- Student community the biggest community.
- education is not an issue of concern.
- three categories of users- Student community, staff community and faculty community.
- Student community the biggest community.
- education is not an issue of concern.
- all age group people. 5yrs
children, 20yrs student, 40 yrs faculty, 70 yrs elderly people.
- maximum people visiting found from 18 to 24 yrs.
- as the users came from different parts of the country, and from different religious backgrounds, their cultural practices and beliefs are different. Also users speak many different languages.
- maximum people visiting found from 18 to 24 yrs.
- as the users came from different parts of the country, and from different religious backgrounds, their cultural practices and beliefs are different. Also users speak many different languages.
B. Context of use
- People visit hospital in case of Illness, Medical Emergency, vaccination, emotional help, Maternity care, for medical tests, for routine checkup, for buying medicines, for medical official work (like reimbursement etc.), sometimes to see an admit patient whom they know etc. Also sometimes a blood donation camp is also held at hospital, so people come to donate blood in them also.
-elements of hospital- transport, infrastructure, paper work, medicines, hospital staff, doctors
- People visit hospital in case of Illness, Medical Emergency, vaccination, emotional help, Maternity care, for medical tests, for routine checkup, for buying medicines, for medical official work (like reimbursement etc.), sometimes to see an admit patient whom they know etc. Also sometimes a blood donation camp is also held at hospital, so people come to donate blood in them also.
-elements of hospital- transport, infrastructure, paper work, medicines, hospital staff, doctors
C. Literature Survey
- viewed the websites of different hospitals. how the information was arranged in these websites.
- all facilities other hospitals offer.
- read various papers and articles related to hospital management
- viewed the websites of different hospitals. how the information was arranged in these websites.
- all facilities other hospitals offer.
- read various papers and articles related to hospital management
STUDY PHASE
A.Brainstorming
Proper information
distribution- Branding, handy information, information distribution methods
(app, website, emails, pamphlets, notifications, posters)
More infrastructure- Ambulance, modern equipments, sitting arrangements, better wards, parking facilities.
Efficient Staff- knowledgeable, good work experience, punctuality, regularity, more working hours.
Services- laboratory, database of patients, patient history, more specialized doctors, references to other hospitals
Time saving of patients- in queues, at reception, at store, more doctors, at lab, at initial checkups, to reach hospital
Safety and hygiene- routine checkups, clean hospital, hygienic costumes(gloves, aprons, caps, masks), patient transportation.
Products- medicines, blood requirements, vaccinations
Special services- maternity care, senior citizen care, blood bank, frequent visits, awareness(diseases, diets, stress control)
More infrastructure- Ambulance, modern equipments, sitting arrangements, better wards, parking facilities.
Efficient Staff- knowledgeable, good work experience, punctuality, regularity, more working hours.
Services- laboratory, database of patients, patient history, more specialized doctors, references to other hospitals
Time saving of patients- in queues, at reception, at store, more doctors, at lab, at initial checkups, to reach hospital
Safety and hygiene- routine checkups, clean hospital, hygienic costumes(gloves, aprons, caps, masks), patient transportation.
Products- medicines, blood requirements, vaccinations
Special services- maternity care, senior citizen care, blood bank, frequent visits, awareness(diseases, diets, stress control)
B. Questionnaire
- brainstorming done to prepare a good
questionnaire
- the questionnaire was divided in three parts- General questions, user health related questions and hospital related questions.
- general question- name of user; designation; his surroundings; his mode of travel in campus and weather related questions;
-user health- what user does to stay fit; does he get a balanced diet (for students in hostels); does he eat all vegetables and fruits; does he find his surroundings hygienic and how much junk food he eats.
- hospital related- how frequently user visits the hospital; does he sometimes prefer home remedies over coming to hospital; how does he find the time slots allocated to doctors; does he prefer institute hospital or city hospital; how much aware the user is about the hospital (asking about the number of doctors, number of labs, tests available, machines available, parking and infrastructure); changes that he want to see in hospital; staff behavior and number; any improvement in medical store; what specialized doctors he wants to see in hospital.
- the questionnaire was divided in three parts- General questions, user health related questions and hospital related questions.
- general question- name of user; designation; his surroundings; his mode of travel in campus and weather related questions;
-user health- what user does to stay fit; does he get a balanced diet (for students in hostels); does he eat all vegetables and fruits; does he find his surroundings hygienic and how much junk food he eats.
- hospital related- how frequently user visits the hospital; does he sometimes prefer home remedies over coming to hospital; how does he find the time slots allocated to doctors; does he prefer institute hospital or city hospital; how much aware the user is about the hospital (asking about the number of doctors, number of labs, tests available, machines available, parking and infrastructure); changes that he want to see in hospital; staff behavior and number; any improvement in medical store; what specialized doctors he wants to see in hospital.
C. User Survey
- A user survey was conducted
in the hospital itself with a one to one interview. User survey of 13 people.
People from all the three categories of users, i.e. students, faculties and
staff were taken for interview.
- the survey was also put online in order to get more response from people. Before putting online, questions were made objective.
- an interview was also conducted in the medical office section of the hospital. question- the various functioning of hospital were asked; reimbursement procedure were asked; all the tests conducted; other machines available; number of doctors, visiting doctors, specialist doctors, nurses, workers, ambulance; policies and rules of hospital; how are hospital accounts settled.
- the survey was also put online in order to get more response from people. Before putting online, questions were made objective.
- an interview was also conducted in the medical office section of the hospital. question- the various functioning of hospital were asked; reimbursement procedure were asked; all the tests conducted; other machines available; number of doctors, visiting doctors, specialist doctors, nurses, workers, ambulance; policies and rules of hospital; how are hospital accounts settled.
D. User Survey Analysis
- all the response given by
people was taken down on a single excel sheet and was compared with each other
- new aspects- the construction work going in the campus created a lot of disturbance for them; the dusty streets were also reason for bad health; because of lack of specialized doctors many people go to the city hospitals; some students also felt that there should be more ambulance, as there are only two; many do indoor exercises instead of going out in the open; many students said that they do not get a balanced diet in the hostels; the intake of junk food was found to be much more in students than faculties and staffs; there was demand for specialized doctors, specially for maternity care and ENT specialist; also it was observed that people first tried some home remedies and then, when it did not work, then visited the hospital; people wanted the timeslot to be changed; people did not know much about the hospital like the no of labs or about doctors; people said that the behavior of the staff was appropriate; people wanted that regular checkups should be conducted in the hospital and also people wanted the hospital information to be more handy and a revamp of the hospital website.
- new aspects- the construction work going in the campus created a lot of disturbance for them; the dusty streets were also reason for bad health; because of lack of specialized doctors many people go to the city hospitals; some students also felt that there should be more ambulance, as there are only two; many do indoor exercises instead of going out in the open; many students said that they do not get a balanced diet in the hostels; the intake of junk food was found to be much more in students than faculties and staffs; there was demand for specialized doctors, specially for maternity care and ENT specialist; also it was observed that people first tried some home remedies and then, when it did not work, then visited the hospital; people wanted the timeslot to be changed; people did not know much about the hospital like the no of labs or about doctors; people said that the behavior of the staff was appropriate; people wanted that regular checkups should be conducted in the hospital and also people wanted the hospital information to be more handy and a revamp of the hospital website.
DESIGN PHASE-
- main problem taken was to build the website for the hospital, and to put up all the information related to the hospital there
- main problem taken was to build the website for the hospital, and to put up all the information related to the hospital there
A.Content Fixing
- the content found for the website was-
- the content found for the website was-
Blood donation, medicine,
modern equipments, online service for health related queries, emergency calls,
better wards, doctors, labs, punctuality, blood bank, diet, regularity, ID card
enabled service, FAQs, work experience, specialists, counseling, more working
hours, lab report fast and convenient, good behaved staff, first aid, help from
nurse, rules, time saving, clean hospital, hygienic costumes, less paper work,
communicable diseases, less queue, exercises, means of transport, patient
history, reference, forms, handy info, hospital infrastructure, sitting
facilities, database, vaccination, prescribes medicines, routine checkups,
awareness programs.
B. Information Architecture
- Here the content was divided in various groups according to their relevance with each other. The content was divided into groups with the help of card sorting method.
- information Architecture-
- Here the content was divided in various groups according to their relevance with each other. The content was divided into groups with the help of card sorting method.
- information Architecture-
Home- General description, introduction, handy info, news
and events
Doctors (click – list of doctors)- timings, specialization,
personal page of each doctor.
Patient
Database- Login, History(1. Diseases
or problems; 2. Prescribed medicine; 3. Blood group; 4. Identification; 5.
Weight, height, BMI; 6. Blood donation history; 7. Vaccination;), Add family
member, Delete family member, Doctor Login (Awareness programs).
Facilities- Labs, kind of tests, equipments, no. of wards, photo
gallery.
Awareness- Exercises, diets, diseases, programs, vaccination,
routine check-up, schedule.
Utilities- Forms, rules, emergency no., app, forums, fix an
appointment (1. Immediate; 2. Routine Check-up), list of preferences (1.
Hospital; 2. Lab).
FAQs
-quick link panel- 1. Fix an appointment; 2. Doctor Information;
3. Patient History; 4. Emergency numbers; 5. Urgent Blood requirement.
-Emergency contact number was permanently displayed on the header of the website, i.e. it was visible on every page right from the homepage to the login page
- The ‘Awareness’ tab option is new and was not found on website of any other hospital. But it was found important for a hospital to create awareness among society and people about various issues.
- news and events panel on the website, which told about the recent activities taking place in the hospital.
-Emergency contact number was permanently displayed on the header of the website, i.e. it was visible on every page right from the homepage to the login page
- The ‘Awareness’ tab option is new and was not found on website of any other hospital. But it was found important for a hospital to create awareness among society and people about various issues.
- news and events panel on the website, which told about the recent activities taking place in the hospital.
C. Graphical appearance-
- So the style guide of the website was kept mostly like the main website of IIT Guwahati.
- So the fonts chosen, the color scheme chosen, the dimensions chosen were exactly like the main website (intranet website, http://intranet.iitg.ernet.in)
- So the style guide of the website was kept mostly like the main website of IIT Guwahati.
- So the fonts chosen, the color scheme chosen, the dimensions chosen were exactly like the main website (intranet website, http://intranet.iitg.ernet.in)
D. Wireframes and User
Interface-
- The software chosen for making wireframes was Ballasimiq.
- different arrangements and positioning of the following were tried- header, quick link panel, menu bar, news and events panel, information, footer.
- these evaluation of these different models was done on the principles of heuristic evaluation.
- it was first made on Adobe Illustrator
- After the illustrator model was finalized, the website user interface was made finally coded on HTML.
- The software chosen for making wireframes was Ballasimiq.
- different arrangements and positioning of the following were tried- header, quick link panel, menu bar, news and events panel, information, footer.
- these evaluation of these different models was done on the principles of heuristic evaluation.
- it was first made on Adobe Illustrator
- After the illustrator model was finalized, the website user interface was made finally coded on HTML.
 |
| Content fixing |
 |
| Information Architecture |
 |
| Homepage |
TESTING AND EVALUATION
-user testing of the website
was done
-For this various users were given a certain task to be performed on the website
-For this various users were given a certain task to be performed on the website
- The task given was to fix an
appointment with a doctor.
- Also as the user was performing the task , the time was noted, and complete thing was observed
-it was found that whether, the user was able to complete the task, and how much time it took, and did he make an error anytime
-Every time after user testing, some shortcoming is found, it is still improved
-whenever the evaluation is done, the heuristic points were applied
-The design has also been shown to fellow classmates (also from design) and their feedback was taken, and if found important changes were made in the design.
- Also as the user was performing the task , the time was noted, and complete thing was observed
-it was found that whether, the user was able to complete the task, and how much time it took, and did he make an error anytime
-Every time after user testing, some shortcoming is found, it is still improved
-whenever the evaluation is done, the heuristic points were applied
-The design has also been shown to fellow classmates (also from design) and their feedback was taken, and if found important changes were made in the design.
RESLISATION PHASE
-Talks are also going on with
the medical section of the administration of IIT Guwahati, to actually accept
it and change the present website of Hospital (which is in very bad condition)
to the one proposed.
-Their feedback is also taken and accordingly some changes are also made in the website.
-Their feedback is also taken and accordingly some changes are also made in the website.
- proposals- some proposals
were also proposed to the medical section to be acted upon in the hospital, in
order to increase the level of satisfaction and health of the users of
hospital.
- Some of the proposals are-
Provide more specialised doctors. according to people- maternity care and ENT specialist
- Some of the proposals are-
Provide more specialised doctors. according to people- maternity care and ENT specialist
To reduce the paper work of
the hospital- doing everything in softcopy.
Routine checkups to be
started
Awareness programmes to be
started by the hospital
To reduce the queues in
hospitals. More people at reception and medical store
Health related programmes in
the hospital.
Construction is causing
problems- both mental and health.
Dusty roads bad for health.
Number of ambulance to be
increased.
Emergency care to be setup in
hospital. For maternity specially.
Mess food to be regulated and
balanced diet be provided
Also hygienic means are not
followed in mess and while preparing and serving mess food.
Homeopathic department also
to be setup.
More awareness in people
about hospital.
Time slots to be changed more
in the evening according to the suitability of the students.
Increasing working hours of
Doctors.
Better trained staff.