Context
The company provides insurance for residence in the Virgin Islands as well as one time and regular visitors. Insurance covers road and air transportation to the nearest hospital. The objective was to design different applications and map out how they would communicate with each other to ensure that the customer is located and is safely transported to a hospital.
Process
Approach
I use a design thinking lead approach and user centric design practice to achieve a great outcome for my employers and the user.
This approach has proven to be effective in my experience and I have adapted it to work in different projects and stages of product development.
Deliverables
- Personaes
- User Journey
- Information Architecture
- Wireframes
- Design
Research
Target Audience
The primary target audience are non-residence looking to spend time in the Virgin Islands knowing that in the event of an emergency, they would be safely transported to a healthcare facility.
User needs
- Simple and easy subscription process
- Be able to easily request for assistance when needed
- Know that personal data is protected and not being misused
Business Goals
- Obtain a minimus of 48,000 subscription per year.
- Get users to use the app in an emergency instead of calling in.
- Quick resolution and response to emergency alerts.
- Manage, Organize and keep track of all operations
Overview and Architecture
Overview of all the different applications and how they work together.
Customer Facing Application
Persona
User Journey
Overview of web application
Overview of mobile application
User flows
Ideation and Design
Design
Channel Partners Application
Context
Channel Partners will assist in obtaining customers at a fee. These fees will be stipulated in their contracts.
Two types of channel partners exist:
• Those who refer customer’s to company, and
•Those who include this offering as an Add On service when selling their products and services.
The Channel Partner’s Portal will allow Channel Partners to log on and register customers on behalf of the company. This information will feed into the main application portal which will be visible to the company employees.
User Journey
Web application overview
Provider Application
Subcontractors are partnerships formed with the local hospitals. Contracts and partnerships are formed to
assist when the demand for hospital transportation is high or when staff transporters cannot make a trip. The Hospitals will provide the service of picking up customers from the point of incident and transporting them to the hospital. They will do so by using their own transportation and bill per Km for the service rendered.
Subcontractors will have access to the provider app in order to be able to accept trips and be visible to operators. Operators will contact the subcontractors and forward them the trip to approve. Once the subcontractor approve the trip, the customer will be able to see their location and estimated time of arrival. Staff transporters will have access to the same application and user rights will be similar. The mobile app will consist of the following features:
- Mobile application (IOS and Android)
- Receive requests
- Accept requests
- View history trip (Km traveled and calculated total
User Journey
App overview
User flow
Emergency System application
The Emergency System will be connected to the Customer App, the Provider App, Channel partners app as well as the website portal which will be used by customers to signup to subscriptions.
The operator will have a bird’s eye view of what is happening in the field and will have direct communication with both the customer as well as the provider.
Other features on the system will be to view reports (custom as well as day, week and monthly reports), Accounts receivable and accounts payable.
Employee work schedules will also feed into the system and keep up to date as to who is available. Map System – The map will need to have LIVE feeds in order to be most effective. Will need to connect to a GIS server, get online content and services for the map such as ArcGIS.
User Journey
Wireframe
Design
