Jenny Cheng

Overview

NOSS provides remote support services to help individuals with disabilities achieve greater independence. The new design system enables video calls with clients and allows for quick, customized message check-ins.

My Role

As a UX designer, I focused on understanding the needs of NOSS staff and creating a prototype for the new system's user interface for the NOSS side. I also collaborated with developers to refine the design.

Background

NOSS aimed to develop its own remote care system with features like video calls and customizable check-in messages. Previously, they relied on external tools like Zoom, but as a healthcare provider, they needed a dedicated system to manage and record client information. I joined the project midway, and the images shown are from the initial prototype provided by the developers.

Stakeholders’ Requirements

Take Notes During Calling

Staff needs a space to take notes during calls or edit them afterward.

Customized Message

Staff wants to send messages with 4 pre-set reply options to make it easier for clients to respond.

Message Library

Messages should be reusable, like sending a daily "How are you?" check-in.

Photo Feature

The app will be user-friendly for residents or family members, allowing them to tap on a family member's photo or the NOSS logo to contact.

Block Users

A feature to block clients is necessary for cases where calls are too frequent, though this is a rare occurrence.

Design Process

Design Thinking Breakdown

Common User Interfaces for Video Calls in Healthcare

I explored common design elements used in video call interfaces within healthcare settings.

Possible Scenarios in Working Processes

I examined how staff use features like sending messages and making video calls.

Important Personal Information

I considered the essential information staff need during calls or when reporting to a client’s family.

User Interface Consistency

To improve usability, I modeled the interface on ZOOM, with a top menu bar, a left contact list, and right-side notifications. This familiar layout helps users navigate the system with ease and understand features quickly. I also replaced jargon with simpler, more intuitive terms.

User Interface Design

Home Page : What is the most important thing when they start the work?

In healthcare, patients are often cared for by specific nurses who may have ongoing relationships with their clients. To address this, I included a 'Top Callers' section on the homepage for ease of access. The 'Scheduled Messages for Today' feature allows staff to review and adjust upcoming messages as needed, helping them recall clients’ activities for the day.

Call History: Why do they need to take notes during callings?

I added a call notes feature to the call history page, making it easier for staff to review previous notes for the same client. This helps in tracking and following up on clients' situations, particularly when different staff members are involved.

Customized Message: What are convenient ways to send the message?

I refined the initial design by adding a feature for creating and managing messages. This includes scenarios such as pausing messages when a client is traveling and resending messages without using recurring schedules.

Contact Page: When do they go to the contact page?

The contact page includes only essential information, such as special notes and emergency contacts. Special notes highlight crucial information for medical staff, a common practice in healthcare, while emergency contacts ensure staff can quickly reach the client’s family if needed.