EResponse is a mobile healthcare app that helps users determine whether or not they need to visit an emergency room. Using messaging, video chat, and AI technologies, EResponse will save users time and money and allow them to avoid unnecessary trips to the ER.

Role

Lead UI Designer & Project Manager

Timeframe

August 2023 - December 2023

Emergency room visits are incredibly stressful, time-consuming, and costly. According to the CDC, the average ER visit in the United States takes 135 minutes from start to finish and costs between $623 - $3,087.

Context

While there are existing products for messaging primary care physicians and insurance providers, there is a lack of immediately available chat services where patients can confirm whether or not their symptoms warrant an ER visit.

Problem

We intend to create a mobile app where patients can message with an AI bot and healthcare providers to determine whether or not an emergency room visit is advised.

Goal

Our product will utilize messaging, video chat, and AI technology to reduce ER visits for our users. This will save users time and money while avoiding the stress of visiting the ER. Not only will this product benefit our users, but over time we hope to see a reduction in emergency room overcrowding, alleviating strain on hospitals and healthcare providers across the United States.

Impact

Creating a context scenario allowed us to visualize the user’s problem, show how interacting with our product could help, and define the project goal.

Context Scenario

Before

Mark sustained a burn 12 hours ago while cooking and he is not sure whether or not he needs to go to the emergency room. He would like to avoid the trip to the ER, as well as the cost if it is not necessary.

During

Mark chats with Dr. Doe through the EResponse mobile app. By utilizing the photo sending feature, Mark is able to receive advise from Dr. Doe about how to handle his injury.

After

Mark feels relief from his pain after following the treatment plan given by Dr. Doe and he is so happy he didn’t spend hours and hundreds of dollars at the ER.

With the information from our preliminary research and context scenario, we developed some low-fidelity wireframes. We tested these with users and conducted interviews to learn more about our users’ experiences visiting the ER.

Ideation & Concept Testing

After concept testing and interviews, we created a user journey map to better understand our users’ thoughts, feelings, actions, and touchpoints throughout the experience. This would allow us to better address the user pain points and goals.

User Journey Map

After completing the journey map, task flow, and block wireframes, we developed mid-fi wireframes to test again with our users. We compiled our test results into an issue prioritization matrix and evaluated what visual design principles and heuristics needed improvement.