Planned Parenthood Service (RE) Design
To redesign the current experience that negated any embarrassment, anxiety and mental discomfort associated with going to a Planned Parenthood center.
Duration: 4 weeks (Feb 2016)
Contributors: Alagu Chockalingam, Kris Fung
Tools: Sketch, Invision, Adobe Illustrator, Adobe Photoshop
For immersive research experience we visited 2 different planned parenthood clinics focused on understanding and experience the check-in and wait time experience of the clinics. To further validate our experiences we interviewed existing and past clients of planned parenthood.
On Gaining insights from our research, we mapped out the ecosystem of the existing service, to better understand our opportunities to design a seamless services for the patrons of planned parenthood.
On synthesizing the research data, we found four high level opportunities which our team could provide potential solutions for, which were
How might we create a discrete and respectful clinic experience for young clients?
How might we maintain privacy for all clients?
How might we ensure that all clients feel welcomed?
How might we make waiting more comfortable and give more clarity for those who are waiting ?
To ideate for different user flows we used Business Origami as a tool to use paper as a medium to create objects and characters of the desired space and environment. This helped us manipulate the space for different desired scenarios and task flows efficiently.
Thinking through different user and task flows, also helped us in gaining valuable insights for user needs and generating empathy in the process.
Through this process, we understood, primary and secondary touch points and the optimal utilization of these touch-points to cater for diverse user needs.
Next step in our process was to create a Minimal Viable prototype of the clinic and do user testing to gain more insights and validate out ideas.
Our key takeaways from this round of user testing were that the kiosk we had designed to provide for diverse user needs, was not successful and intuitive. The second takeaway was that the autonomous (no human interaction required) process we were designing for discrete user needs needed more flexibility in the process and guidance in the process. Lastly, throughout this round of user testing we immediately felt the need to create additional information access points for users.
The Story Board
We used foam core to create the space and invited guests to walk through the space. I walked through the entire experience as a client for the guests. The task flow included steps where I had to check in as a new client and wait for my number.
The touch-points were the panel at the entrance which would inform the user about availability of doctors and appointments and help them navigate the space, the iPad to check in, the token receipt, the information wall before sitting down to look for reading material or events/camps and the prep booklet while waiting. The user could alternatively use the app to make appointments and navigate through the space.