Health Care System
Anil, Christina, Jasmine, Katia, Shirin
Objective
The objective of this project was to find out the problems people face in health care system specially during pandemic.
Survey
109 Responses
44% General Health Check
44% General Health Check
Within General Health Check data, we targeted topics including Appointment, Experience, with Care Provider, Insurance, etc. in our final journey map
Making General Health Care Appointment
56% Make an appointment using phone
70% Somewhat likely ~ unlikely to get an appointment that is available to them
31% Satisfied with their experience making appointment
Visiting General Health Care Appointment
33% Have doctors that moderately ~ did not clearly address needs or concerns
9% Had concerns about their safety and privacy during their general health care visit
33% Satisfied with their general health care experience
Insurance
94% Used insurance to cover general healthcare expenses
21% Had difficulties communicating with insurance providers
31% Satisfied with their insurance coverage
Finding
Need of effective communication and human connection
Themes Found While Brainstorming
- Human connection
- Communication
- Ethics
- Privacy
- Insurance coverage
- Racial/Transgender Disparities
- Lack of training in racial and gender diversity
- Negative stereotype/inequality that the LGBTQ community receives in health care
Persona
User Journey Map
Wants and needs
- To stay physically and mentally healthy
- To feel comfortable discussing medical concerns with her care provider
- To get medical advice from her care provider about completing her transition
Frustrations
- Trying to make doctor’s appointment that works with their busy schedule
- Not feeling understood or cared for by their care provider
- Making sure clinic has insurance info when needed
