MediNav — HTML 5 KIOSK
Patient self-service kiosks are being used with growing frequency in hospital ambulatory settings and emergency departments. These interactive computer stations, which come in a variety of designs, perform self-service tasks such as patient check-in, collection of copayments, and wayfinding. The MediNav HTML 5 touch screen kiosk allows users inside of the hospital to find their way to various points of interest, departments and doctor appointments. It allows users to browse the directory or get directions to a specific location. The kiosk also allows users to send the directions to their phone for a seamless wayfinding experience.
Before I started at Connexient, the kiosk visuals and over all functionality had been determined. After receiving client and patient feedback of confusion and frustration it was time to wipe everything clean and design a new user experience for seamless wayfinding for patients, visitors and staff.
Vertical Orientation and ADA Complaint Kiosks were also designed. Not shown.
I started with creating a User Flow.
The user flow outlines every decision point, every action and every screen and how they interact and function together.
ORIGINAL vs. UPDATED SCREEN FLOW
Slide 1: The original home screen acted as a nice showcase for the hospital image but was more of a waste of space. The purpose of the kiosk is for users to know that there is a map to help direct them to where they need to go.
Slide 2: In Kiosk 2.0 I updated the home screen to have the map as the landing page and the side bar have all of the necessary directory and search functionality.
Slide 1: The original Home screen side panel consists of Points of Interest (POIs) that when tapped will appear on the screen. Tap any POI icon on the map to get a department, physician, or POI profile information screen. From the profile screen user can route directly from the kiosk location to the chosen destination. User is also able to get directions or search the directory. Through user testing and feedback, users were confused of what was going on. They were expecting to see a listing when clicking on the POIs in addition to seeing them on the map, why couldn't they do a direct search and where was the directory located?! Search the Directory" Screen to either search directly by typing in desired destination or search/filter by category to browse through specific categories.
Slide 2: In Kiosk 2.0, the Home screen is the same as the opening screen. The side panel consists of Directory options that users may want to filter by category as well as a full Points of Interest (POIs) listing. New to this design are static "mini POIs" on the map. User can click on the mini poi and either view a profile or route directly to it. A user does not need to see a listing of restrooms, or entrances or exits etc. With the elimination of taps and easier usability the updates were a success.
Slide 1 & 3: From the Main Screen click on the "Search the Directory" screen to either search directly by typing in desired destination or search/filter by category to browse through specific categories. Once in the search screen, manually enter in a destination point through a global search of the directory or "Search by Category" on the side bar to limit your search to the selected parameters. When searching for a physician a physician filter is available to narrow down the search by specialty and/or location.
Slide 2 & 4: Through user feedback, most users want to search for their destination. They usually know where they are going and want to route directly to it or want more information about it. Because of the feedback, the global search text field has been added on every screen and can be accessed at any time. Touchscreen keyboard is activated when search field is tapped. Tap on a search selection to view the Profile Screen. Directory search allows the user to browse through the directory for desired listing. This is useful if the user isn't sure of exactly what they are looking for. Listings are organized in alphabetical order with an infinite scroll or "ABC" quick select. When searching for a physician a physician filter is available to narrow down the search by specialty and/or location. Tap on a search selection to view the Profile Screen.
Slide 1: Tap on a search selection to view the Profile Screen. The profile screen consists of the destinations location on the map in addition to name, address and other details pertaining to selection. Click on Map to route to that destination.
Slide 2: The Profile Screen shows the name of the department/physician etc... address, phone number and any other necessary information set by the client. The map zooms into the location of the selection. Get Directions button will then route the user from the kiosk location to the profile listings destination.
Slide 1: Routing from the profile screen will automatically fill in the starting point (where the kiosk is located) followed by
a step-by-step "stages" of each segment of the route and then step-by-step within each stage. Because indoor routing consists of multiple floors "stages" are necessary to switch between maps of each floor. User is also able to activate POIs on the map from the top bar.
Slide 2: Routing from the profile screen will automatically fill in the starting point (where the kiosk is located) followed bya step-by-step "stages" of each segment of the route. Step-by-step with in the stages have been removed. Unless there is a printer attached to the kiosk to print the directions, every single step will be quickly forgotten. Giving the user the general idea of where they are going and calling out visual landmarks will help them orient themselves better when routing. This also encourages the user to download the app if they want a more step-by-step experience.
APP DOWNLOAD POP-UP
Slide 1: To encourage adoption of the mobile app, the bottom banner will enable a pop-up where the user will select the device they have and enter either their email or phone number and have a link sent to their phone to then download the app.
Slide 2: Same concept, however eliminating one tap, user will only have to enter their email or phone number and the system will automatically recognize which device they have and send them a link to their respective app/play store.