Streamlined SRH Patient Experience Digital Design
Women’s Fund of Omaha, Triggerise
Improving the uptake of sexual and reproductive health (SRH) services among young Nebraskans. The goal was to uncover barriers that stop youth from accessing SRH services and how digital solutions can help.
My Role: Design Researcher, Service & UX Designer
Women’s fund of Omaha is a nonprofit organization dedicated to improving the lives of Omaha-area women and girls. They were looking for digital solutions to improve young Nebraskans’ sexual and reproductive health outcome in terms of the prevalence of STDs and unplanned pregnancy.
The result is a new chatbot service where young people could navigate themselves to a trusted SRH service. The platform offers youth approved services by creating a mechanism for peer to peer recommendations and integrating scattered online booking systems among different clinics; which translate in lower the effort and emotional barriers for youth to book a service.
| Exploratory research with young people : needs, motivations, challenges | Co-creation workshop with healthcare managers and frontline workers | User testing |
We shadowed frontline workers at the health stations, interviewed with youth, parents, service providers, experts in both urban and rural areas and further co-designed youth experience SRH services. In total, there were 8 opportunity areas identified across individual, interpersonal, social, structural and policy levels.
Through facilitating a visionary workshop with clients, the focus areas were prioritized. Among all, mistrust is the key. Young people do not feel heard and safe when they visit doctors for SRH service.
Redefined brief:
How might we use a digital platform to facilitate trust and service customization to improve uptake of SRH services among young Nebraskans?
1. Support youth self-efficacy of SRH services.
2. Provide SRH knowledge for self-navigation of SRH services.
3. Promote young people’s knowledge of SRH rights.
4. Build friendly and trusting relationships with SRH service providers.
5. Improve access to quality SRH servcies.
- Personas
- User journey maps
- Personas
- User journey maps
Together with organizations and healthcare service managers, we defined a strategic focus to guide the digital service design – utilizing chatbot to supplement physical service offerings and unify the efforts dedicate in serving young clients. A new customer journey was mapped and iterated through prototype testing with young Nebraskans and frontline health workers.
Additionally, different service elements were designed in detail to illustrate the overall concept and handover through a comprehensive implementation roadmap.
There are two layers of alignment in the project:
1. Between the project owners
2. Among the project owners and implementors.
It was critical for us to constantly facilitate a series of vision and co-creation workshops to enable all parties to sketch the pathways to project success and agree on the approach.
There are two layers of alignment in the project: 1. Between the project owners
2. Among the project owners and implementors.
It was critical for us to constantly facilitate a series of vision and co-creation workshops to enable all parties to sketch the pathways to project success and agree on the approach.
Interested to know more?
Drop me a line. I’m always happy to meet new people and chat over coffee!
hello.fangyi@gmail.com