The Project

Identify a problem and create a solution to improve the overall experience at Mackenzie Health Hospital.

My roles: Project Manager & UX Researcher
Deliverables: An initial design and presentation for a Mackenzie Health representative.

The Issue

In order to identify the major issue faced at Mackenzie Health, I decided to collect primary data in the form of an online survey.  We focused our efforts to send the survey to people who lived in the general Richmond Hill area, in order to target the audience that would be visiting Mackenzie Health.

Customer Journey Map for Mackenzie Health
This customer journey map reveals the overall emotional experience of the average hospital visitor.

The survey brought in 112 responses that contained a mixture of short and long open-ended answer questions, targeting emotions, experiences, and possible improvements.  From the survey responses, we created an average customer journey map, identifying the highs and lows of visiting the hospital.  We noticed that navigational issues are mentioned mainly negatively six times, with “waiting” coming up close, having been mentioned negatively five times along the journey.

We also included demographic questions, leading us to create our general customer persona, Oliva Murphy, who embodies our average survey responder.

Hospital General Persona
Hospital General Persona

By comparing the top 6 areas in need of improvement, I was able to categorise them by their rate impact and effort necessary to complete it.  It was evident that wayfinding was the most simple issue to attack in terms of time and budget.

Impact and Effort Matrix for Mackenzie Health
Impact and Effort Matrix

The Prototype

MackenzieAssist vs. Mackenzie Health Wayfinding Screenshots
Mackenzie Health Wayfinding vs. MackenzieAssist Screenshots

Mackenzie Health already had an application available to its users called Mackenzie Health Wayfinding.  So, why were Mackenzie Health’s customers still having issues with wayfinding if there was an app for it?  After conducting some preliminary user testing with the app, I was able to identify several issues right off the bat.  This included an overwhelming amount of options and features, confusing the user.

The job now was to design an improved wayfinding app that was easy to use for all different age groups. We believed that an interactive experience would be a good fit, allowing users to be guided step-by-step.  Allowing users to log in with their MyChart account—a platform that allows patients to keep track of their medical history and appointments—will create consistency and the ability for both platforms to share information for more straightforward user experiences.

Mackenzie Assist App Screenshots
Mackenzie Assist App Screenshots

User Testing

MackenzieAssist User Testing Comments
MackenzieAssist User Testing Comments

Throughout the project, I made sure we were conducting user testing at every essential phase.  The final user testing allowed for some adjustments to minor details that included accessibility improvements (ex. colour schemes for colour blindness and increased font size for poor eyesight).  Overall, the feedback was positive and allowed us to move forward with the design to the pitch for the Mackenzie Health representatives.