UX Researcher
HYORIM PARK
The Problem
Provide Veterans with timely care by designing a simple, intuitive, and holistic experience that allows them to safely and efficiently check-in to VA medical facilities for unscheduled Covid-19 vaccinations.
COVID-19 Check-in
# User Research, # Service Design, # Usability Testing, # Qualitative Research, # Design Challenge
The Approach
Human-centered, aligning with the USDS playbook, and guided by the VA’s mission statement.
Consists of understanding business and user needs and objectives and
then focusing on the target problem to be solved.
From there explore a wide array of potential solutions and opportunities to add value to the process, then narrow that down and test our design hypotheses with real users to learn, validate and inform iteration and implementation.
The Process
1. Discovery Workshop
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Combine design sprint and traditional discovery workshop techniques to build a shared understanding of the business objectives, requirements, the users, and center on our the path forward.
2. User Research
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Clearly defining our users, their needs, objectives, goals, and aspirations. Mapping out the user’s journey to uncover missed opportunities to add value to the user and the business.
3.UX Design and Prototyping
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Technical and user research informed our solution which is 508 accessible and meets USDS standards and guidelines.
4. User Testing
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Test design solutions from which to validate design hypotheses, learn from end users, and iterate before committing the solution to code.
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6 participants
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Up to 1 hour in remote Zoom meeting with prototypes
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5. Define enhancements based on user feedback
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Wait time: Show nearby facilities, their distance and estimated wait times
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Caregivers: Provide additional instructions for caregivers and additional Covid Screener options
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Help Video: Provide help video to walk Veterans through the vaccination check-in process
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Map View: Provide a link from VA facilities to mobile map API or internal maps from facility API
The Outcomes
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After identifying the initial epics, features, stories and enablers, successfully deliver an MVP solution within a 3-sprint, 6-week schedule.
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Validated technical feasibility
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Layed the technical groundwork
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Delivered a testable prototype
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Tested with 6 users
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- Prioritized a list of feature enhancements that will have a measurable impact on improving the Veteran’s experience.
* Due to the NDA restrictions, the final outcomes of this project are confidential and cannot be posted on this website. Please contact me if you are interested in learning more about this project.