MediConnect
MediConnect
Streamline the volunteers’ workflow by 30x by matching patients in medicine-deprived areas with donors across China during pandemic.
Streamline the volunteers’ workflow by 30x by matching patients in medicine-deprived areas with donors across China during pandemic.
Streamline the volunteers’ workflow by 30x by matching patients in medicine-deprived areas with donors across China during pandemic.
TIMELINE & CONTEXT
TIMELINE & CONTEXT
Dec 2022 - Mar 2023
Dec 2022 - Mar 2023
Volunteer project for China Biodiversity Conservation and Green Development Foundation (CBCGDF)
Volunteer project for China Biodiversity Conservation and Green Development Foundation (CBCGDF)
TEAM
TEAM
Ivory Yicheng Zhao (Me)
Xiaoheng Li, Product Designer
Yuxiang Qi, Product Designer
Ivory Yicheng Zhao (Me)
Xiaoheng Li, Product Designer
Yuxiang Qi, Product Designer
MY ROLE
MY ROLE
User Research
UX Design
Visual Design
Usability Testing
User Research
UX Design
Visual Design
Usability Testing
TOOLS
TOOLS
Figma
Miro
Figma
Miro
BACKGROUND
BACKGROUND
"Please help! My grandma is out of medicine. She lives alone in a tiny village!"
"Please help! My grandma is out of medicine. She lives alone in a tiny village!"
In December 2022, China’s end of zero-Covid led to a sudden rise in Covid cases and medicine shortages, especially in rural areas. Patients began posting medicine requests, while people with extra medicine donated on various social media platforms.
In December 2022, China’s end of zero-Covid led to a sudden rise in Covid cases and medicine shortages, especially in rural areas. Patients began posting medicine requests, while people with extra medicine donated on various social media platforms.
In response, the "Rural Fever-Relief Initiative" under CBCGDF was launched to help deliver medicine from donors to patients. Within 1 week, it received over 100 aid requests across the country. Thousands of passionate volunteers, mostly without prior experience, joined the campaign.
In response, the "Rural Fever-Relief Initiative" under CBCGDF was launched to help deliver medicine from donors to patients. Within 1 week, it received over 100 aid requests across the country. Thousands of passionate volunteers, mostly without prior experience, joined the campaign.
WHAT PROBLEM AM I TRYING TO SOLVE?
WHAT PROBLEM AM I TRYING TO SOLVE?
The new volunteer group found it difficult to keep up with the rapidly growing medicine requests from the rural patients.
The new volunteer group found it difficult to keep up with the rapidly growing medicine requests from the rural patients.
In late December, two other designers and I noticed the numerous requests on social media. We reached out to the volunteer group to identify and solve internal and external problems in the medicine distribution process.
In late December, two other designers and I noticed the numerous requests on social media. We reached out to the volunteer group to identify and solve internal and external problems in the medicine distribution process.
To be specific, poorly structured workflow hinders the motivation of junior volunteers and decreases their task completion rates.
To be specific, poorly structured workflow hinders the motivation of junior volunteers and decreases their task completion rates.
After research, we decided to narrow down the problem space to a more specific user group - junior volunteers.
After research, we decided to narrow down the problem space to a more specific user group - junior volunteers.
SOLUTION
SOLUTION
Short-term: Volunteer onboarding manual
Short-term: Volunteer onboarding manual
The goal of this phase is to help new volunteers get on track within a short time frame by providing a standardized workflow checklist during their onboarding process.
The goal of this phase is to help new volunteers get on track within a short time frame by providing a standardized workflow checklist during their onboarding process.
Long-term: Empower volunteers with efficient and easy donor-patient matching
Long-term: Empower volunteers with efficient and easy donor-patient matching
This solution provides a digital framework to help the volunteer organization manage donor-patient cases during the pandemic and future match-making scenarios. It includes an onboarding tutorial for volunteers, streamlines the donor-patient matching process, and offers an easy call-for-help system.
This solution provides a digital framework to help the volunteer organization manage donor-patient cases during the pandemic and future match-making scenarios. It includes an onboarding tutorial for volunteers, streamlines the donor-patient matching process, and offers an easy call-for-help system.
HOW DID WE GET THERE?
HOW DID WE GET THERE?
Worked closely with the volunteer group to race against time and the pandemic.
Worked closely with the volunteer group to race against time and the pandemic.
WHO WE DESIGNED FOR?
WHO WE DESIGNED FOR?
We didn’t know at first, so we began to learn who were involved in medicine request - donation, and how did they interact with each other.
We didn’t know at first, so we began to learn who were involved in medicine request - donation, and how did they interact with each other.
We contacted with the group to understand their daily work. After this, we have identified 5 types of participants engaged in the process, with volunteers playing a key role in distributing medicine from donors to rural patients. Therefore, we narrow down the scope of the problem and decided to focus on challenges faced by volunteers.
We contacted with the group to understand their daily work. After this, we have identified 5 types of participants engaged in the process, with volunteers playing a key role in distributing medicine from donors to rural patients. Therefore, we narrow down the scope of the problem and decided to focus on challenges faced by volunteers.
Volunteers are key to the medicine distribution process, determining the group's performance in collecting from donors and delivering to patients.
Volunteers are key to the medicine distribution process, determining the group's performance in collecting from donors and delivering to patients.
Volunteers are key to the medicine distribution process, determining the group's performance in collecting from donors and delivering to patients.
UNDERSTAND THE USER
UNDERSTAND THE USER
Explore the needs and challenges of volunteers as they collaborate internally and externally
Explore the needs and challenges of volunteers as they collaborate internally and externally
To further understand the procedures that volunteers need to perform a task, their behavior patterns and pain points, we conducted 11 interviews with volunteers, senior volunteers, donors and patients.
To further understand the procedures that volunteers need to perform a task, their behavior patterns and pain points, we conducted 11 interviews with volunteers, senior volunteers, donors and patients.
INSIGHTS
INSIGHTS
Volunteers are facing with complex tasks that need repetitive work and extensive fact-checking
Volunteers are facing with complex tasks that need repetitive work and extensive fact-checking
After gathering data from interviews, we developed a user journey map to visualize the typical process that volunteers go through from start to finish, including the related collaborators along the way.
After gathering data from interviews, we developed a user journey map to visualize the typical process that volunteers go through from start to finish, including the related collaborators along the way.
01
01
Volunteers don’t understand what they need to do
Volunteers don’t understand what they need to do
Over 85% of volunteers have joined only within a week. Only senior volunteers have experience assisting with the task from beginning to end. The majority of volunteers lack the necessary knowledge of the workflow to proceed, greatly hindering their task completion rate.
Over 85% of volunteers have joined only within a week. Only senior volunteers have experience assisting with the task from beginning to end. The majority of volunteers lack the necessary knowledge of the workflow to proceed, greatly hindering their task completion rate.
💬
“Time was so limited that I didn't have a chance to understand the workflow before I started the task. And I don’t know who I can ask for help.”
“Time was so limited that I didn't have a chance to understand the workflow before I started the task. And I don’t know who I can ask for help.”
02
Complex task and a lack of a standardized workflow lead to confusion
As the number of rural patients grew, individual requests turned into a collective appeal. Volunteers are facing challenge in matching donors and patients based on the nearest location and the type of medicine they provide or need.
💬
“I need to call donors and patients back and forth to verify their latest information.”
02
Complex task and a lack of a standardized workflow lead to confusion
As the number of rural patients grew, individual requests turned into a collective appeal. Volunteers are facing challenge in matching donors and patients based on the nearest location and the type of medicine they provide or need.
💬
“I need to call donors and patients back and forth to verify their latest information.”
02
Complex task and a lack of a standardized workflow lead to confusion
As the number of rural patients grew, individual requests turned into a collective appeal. Volunteers are facing challenge in matching donors and patients based on the nearest location and the type of medicine they provide or need.
💬
“I need to call donors and patients back and forth to verify their latest information.”
03
Manual input and case repetition leads to low efficiency
Volunteers gather donations and request information from various online platforms, and manually input data to spreadsheets. This decreases their work efficiency and accuracy. Moreover, one case may be repeatedly processed by several volunteers, resulting in a waste of time.
💬
"The spreadsheets we're working on are disorganized. Sometimes, my colleagues and I end up doing repetitive work without even realizing it.”
03
Manual input and case repetition leads to low efficiency
Volunteers gather donations and request information from various online platforms, and manually input data to spreadsheets. This decreases their work efficiency and accuracy. Moreover, one case may be repeatedly processed by several volunteers, resulting in a waste of time.
💬
"The spreadsheets we're working on are disorganized. Sometimes, my colleagues and I end up doing repetitive work without even realizing it.”
03
Manual input and case repetition leads to low efficiency
Volunteers gather donations and request information from various online platforms, and manually input data to spreadsheets. This decreases their work efficiency and accuracy. Moreover, one case may be repeatedly processed by several volunteers, resulting in a waste of time.
💬
"The spreadsheets we're working on are disorganized. Sometimes, my colleagues and I end up doing repetitive work without even realizing it.”
DESIGN OPPORTUNITY
DESIGN OPPORTUNITY
Within a tight timeline, how might we help volunteers to optimize the workflow of distributing medicine from donors to rural patients?
Within a tight timeline, how might we help volunteers to optimize the workflow of distributing medicine from donors to rural patients?
Within a tight timeline, how might we help volunteers to optimize the workflow of distributing medicine from donors to rural patients?
WHAT DOES SUCCESS LOOK LIKE?
WHAT DOES SUCCESS LOOK LIKE?
We identified 3 North Stars for our design solutions, along with success metrics that can be measured in user testing.
We identified 3 North Stars for our design solutions, along with success metrics that can be measured in user testing.
PRODUCT STRATEGIES AND TRADE-OFFS
PRODUCT STRATEGIES AND TRADE-OFFS
Quick solutions first, digital ideas next.
Quick solutions first, digital ideas next.
At first, the design team came up with product idea as a mobile app that aligned with our 3 goals. We visioned a digital mobile platform that contains 4 main features:
At first, the design team came up with product idea as a mobile app that aligned with our 3 goals. We visioned a digital mobile platform that contains 4 main features:
💡
Volunteer onboarding tutorial
⏳
Sort cases by different categories
🤖
Match donors with patients automatically
📡
Centralized platform with request/donation gathering portal and volunteer management portal
💡
Volunteer onboarding tutorial
⏳
Sort cases by different categories
🤖
Match donors with patients automatically
📡
Centralized platform with request/donation gathering portal and volunteer management portal
After proposing our idea to the volunteer group, we realized their primary goal was to boost task completion and efficiency ASAP. They were also open to a long-term digital solution for similar match-making cases.
After proposing our idea to the volunteer group, we realized their primary goal was to boost task completion and efficiency ASAP. They were also open to a long-term digital solution for similar match-making cases.
Therefore, we prioritized ideas based on technical feasibility and user need. We decided to implement an onboarding tutorial manual in the first phase for quick problem-solving, followed by developing digital solutions in phases 2 and 3.
Therefore, we prioritized ideas based on technical feasibility and user need. We decided to implement an onboarding tutorial manual in the first phase for quick problem-solving, followed by developing digital solutions in phases 2 and 3.
Phase 1 Solution
Phase 1 Solution
Volunteer onboarding manual
Volunteer onboarding manual
The goal of this phase is to help new volunteers get on track within a short time frame by providing a standardized workflow checklist during their onboarding process. We decided to cover following content to make sure the steps are easy to understand and perform.
The goal of this phase is to help new volunteers get on track within a short time frame by providing a standardized workflow checklist during their onboarding process. We decided to cover following content to make sure the steps are easy to understand and perform.
Phase 2: Time to go digital
Phase 2: Time to go digital
REDESIGN WORKFLOW
REDESIGN WORKFLOW
Make it simple and clear for higher performance
Make it simple and clear for higher performance
Based on user research, volunteers struggle most with complex tasks requiring calculations, double-checking, and manual operations. To address this, we simplified workflows and provided guidance through automated matching recommendations and shipment tracking, making tasks more manageable.
Based on user research, volunteers struggle most with complex tasks requiring calculations, double-checking, and manual operations. To address this, we simplified workflows and provided guidance through automated matching recommendations and shipment tracking, making tasks more manageable.
DESIGN ITERATION
DESIGN ITERATION
01
01
Match donors with patients automatically by location & demands
Match donors with patients automatically by location & demands
02
02
Multiple package statuses at a glance
Multiple package statuses at a glance
FINAL DESIGN
FINAL DESIGN
01
01
Start onboarding following beginner-friendly tutorial
Start onboarding following beginner-friendly tutorial
Easily understand overall workflow, and follow hands-on instruction to complete an example volunteer task.
Easily understand overall workflow, and follow hands-on instruction to complete an example volunteer task.
02
02
Complete end-to-end matching task with clear workflow
Complete end-to-end matching task with clear workflow
Efficiently filter and undertake tasks, communicate with donors and patients, and match them in a streamlined process.
Efficiently filter and undertake tasks, communicate with donors and patients, and match them in a streamlined process.
03
03
Track real-time shipment to make sure patients get what they need
Track real-time shipment to make sure patients get what they need
Receive updates and proof of delivery instead of having excessive double-check with donors and patients.
Receive updates and proof of delivery instead of having excessive double-check with donors and patients.
04
04
Need help? Ask seniors and medical experts immediately
Need help? Ask seniors and medical experts immediately
Volunteers can ask medical consultants and other colleagues for help, or go over the tutorial at any steps in the process.
Volunteers can ask medical consultants and other colleagues for help, or go over the tutorial at any steps in the process.
IMPACT
IMPACT
Our design allows volunteers to easily understand their tasks and perform with more confidence and efficiency (based on 2 rounds of user testing).
Our design allows volunteers to easily understand their tasks and perform with more confidence and efficiency (based on 2 rounds of user testing).
Apart from the numbers, we were also impressed by the enthusiastic feedback from our user, volunteers, and other stakeholders...
Apart from the numbers, we were also impressed by the enthusiastic feedback from our user, volunteers, and other stakeholders...
💬
“The onboarding manual and this app really boosted my clarity and confidence. Now, I can quickly start tasks and help more people! I highly recommend new volunteers give it a try after joining, and I look forward you launch this app in the future.”
“The onboarding manual and this app really boosted my clarity and confidence. Now, I can quickly start tasks and help more people! I highly recommend new volunteers give it a try after joining, and I look forward you launch this app in the future.”
— Lin, Junior volunteer
— Lin, Junior volunteer
💬
“We definitely need this platform to manage our work. There’s huge potential for similar scenarios requiring volunteer involvement.”
“We definitely need this platform to manage our work. There’s huge potential for similar scenarios requiring volunteer involvement.”
— Zheng, Founder of the volunteer group
— Zheng, Founder of the volunteer group
Higher Learnability
82% of participants of user testing scored the volunteer system 5/5 in terms of easiness to learn and perform.
Improve Task Efficiency
The task completion time drops from 180 mins to 10 mins (time of calling for help and fact-check doesn’t included).
More Info Align & Clarity
Under the old workflow, volunteers needed 15 calls on average, including fact-checking and communication. With the new system, they now average only 4 calls.
TAKEAWAYS
If we had more time…
Design the platform for donations and help requests.
In our current scope, we only focused on solving the problems of the key user - volunteers. Given more time, we’ll design the portal for donors and patients to post donations and call for help as a system for all stakeholders. Medicine safety and user privacy would be the top design principles to consider.
Design for customized flows and edge cases.
Since we want to create a digital framework for the current volunteer flow and future match-making scenarios, we need to consider how can volunteer group customize the workflow based on different situations. Additionally, edge cases need to be addressed, such as handling mismatched donations and managing lost packages with backup plans.
What did I learn the most?
It’s okay to start over.
Design is never a linear “happy path”. We spent much effort brainstorming and proposing a digital solution until a meeting with stakeholders made us aware that time is the biggest constraint. Therefore, we shifted to a quicker solution as the first design phase: an onboarding manual. Although starting over is terrifying, our goal as designers is to solve problems. If we're going in the wrong direction, we shouldn't fear iterating to a better version.
TAKEAWAYS
If we had more time…
Design the platform for donations and help requests.
In our current scope, we only focused on solving the problems of the key user - volunteers. Given more time, we’ll design the portal for donors and patients to post donations and call for help as a system for all stakeholders. Medicine safety and user privacy would be the top design principles to consider.
Design for customized flows and edge cases.
Since we want to create a digital framework for the current volunteer flow and future match-making scenarios, we need to consider how can volunteer group customize the workflow based on different situations. Additionally, edge cases need to be addressed, such as handling mismatched donations and managing lost packages with backup plans.
What did I learn the most?
It’s okay to start over.
Design is never a linear “happy path”. We spent much effort brainstorming and proposing a digital solution until a meeting with stakeholders made us aware that time is the biggest constraint. Therefore, we shifted to a quicker solution as the first design phase: an onboarding manual. Although starting over is terrifying, our goal as designers is to solve problems. If we're going in the wrong direction, we shouldn't fear iterating to a better version.
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