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Gal

The platform users can trust in to deliver accurate and timely interpreter services whenever and wherever they are needed. 


My Roles: UX Research/UI Design/Content Design/Branding & Marketing


Tools: Figma/Otter.ai/Canva


Designed for: iOS


Time:10 Weeks


Design Challenge

Methodology

Double Diamond Method

The Double Diamond design approach is a problem-solving methodology used primarily in design thinking. It consists of four main stages arranged in two diamond shapes: 


  1. DISCOVER: Research/Key Insights
  2. DEFINE: Persona/Journey/User Stories/Task Flow
  3. DEVELOP: Sketching/Wireframes/Prototype/User Testing
  4. DELIVER: Visual Identity/Marketing/Next Steps


Google Image

Discover

With the double diamond method in hand, I began my research process. During the first phase called "Discover", I delved deep into researching the problem at hand.

Problem Space

In countries where English is the primary language, individuals who are less proficient (LEP) in the language face communication barriers and difficulty understanding instructions they are given when attending appointments. Lack of access to information can leave LEP’s feeling isolated and misunderstood.

Reference

Researching statistics became extremely helpful in my brainstorming process. With the data in mind- I was able to develop a HMW to further assess my approach. 

Secondary Research

8.6%

Over 7000

Over 7000

of the population in the United States are defined as being LEP 

Reference

Over 7000

Over 7000

Over 7000

Linguist-recognized languages in the world 


Reference

In 2022

Over 7000

In 2022

there were over 52,000 interpreters and translators employed in the US

Reference

How Might We

provide LEP’s with better language services during their English-proficient healthcare appointments in order to provide more patient centered care?  

After developing a HMW, I began researching which digital solutions exist. By analyzing such solutions, I can understand what features are currently implemented and what works. 

Competitive Analysis

Day Interpreting

Day Interpreting

Day Interpreting

  •  Users can buy “credits” to use when requesting services
  •  24x7 interpreting services available 
  • User friendly, moves fast
  • Connections were strong and less call dropping
  • Interface is clear and not cluttered

Reference

CyraCom

Day Interpreting

Day Interpreting

  • 20+ language options
  • Slow because of high call volumes
  • No night interpreters available
  • App layout seems easy to use
  • The design is simplistic and easy to navigate for users



Reference

LanguageLine

Day Interpreting

LanguageLine

  •  Users felt the interpreters were very polite and helpful 
  • App requested for mic/camera permissions every time (users were annoyed) 
  • Complains that the app stopped working after some time


Reference

Research Plan

Interviews (Qualitative)


Criteria: 

  • Age group 24-38
  • LEP Individual: limited in English Proficiency
  • Speak another language as their primary
  • attend English-speaking healthcare facilities
  • attended appointments both alone or with the help of others


Setting & Parameters: 

  • Remote
  • Transcribed and recorded by Otter.ai
  • 4 virtual interviews over Zoom/Over-the-phone


Goals Objectives: 

  • To validate the assumption that LEPs lack access to language services during their appointments.
  • To validate the assumption that language accessibility to LEP’s would improve their quality of care.
  • To understand the pain points, frustrations & motivations surrounding language accessibility. 

Interview Insights

Insight 1: Lack of Interpreter Services

 

Without proper interpretation services, patients felt confused by medical jargon and instructions given in English.

Insight 2: Language support

 Patients would feel motivated if they were provided translated materials or language services. 

Insight 3: Seeking help from others

 Patients tend to use their family or google translate services when they need help with interpretation during appointments. 

Define

With the research insights gathered, I proceeded to define the problem statement by creating personas, mapping out user journeys, and developing user stories.  

I want to be able to understand what my doctors are saying in English so that I can feel well-informed about my healthcare.

Alia Joshi

Persona

Alia Joshi

Pain Points

Pain Points

  • Age:  25,
  • Status: Unmarried
  • Income: 28K
  • City: Chicago IL 

Pain Points

Pain Points

Pain Points

  • Limited in English Proficiency
  • Has difficulty understanding medical jargon
  • Leaves appointments feeling confused

Motivations

Motivations

Motivations

  • Wishes there were Punjabi-speaking staff available
  • Wants to receive her instructions translated

Behaviors

Motivations

Motivations

  •  Tends to shy away from asking for language services
  • Leaves appointments without bothering staff too much about needing help translating information

Alia's Journey Map

Opportunities

Through the journey map, I was able to find a great opportunity for design intervention- during the booking and attending phase. From there I set forth to author user stories. This would allow me to see how completing certain tasks could benefit Alia's experience. 

User Stories

An a limited-English proficient individual (LEP)...

 

  • I want the option to schedule appointments with healthcare providers who are proficient in my native language, so that I can communicate more effectively.
  • I want to have access to professional interpreters during my healthcare appointments, so that I can communicate effectively with my healthcare provider
  • I want the option to request translation of medical forms and consent documents, so that I can participate fully in my healthcare decision-making process.
  • I want the option to request a bilingual healthcare provider for my appointment, so that I can communicate more comfortably.
  • I want to have access to translated medication labels and dosage instructions, so that I can take my medications safely.
  • I want to feel comfortable asking questions about my healthcare in my preferred language, so that I can address any concerns I may have.
  • I want the option to request translation of discharge instructions and follow-up care plans, so that I can adhere to my treatment plan effectively. I want to easily request language assistance during my healthcare appointment, so that I can better understand the instructions given to me.
  • I want to have access to translated educational materials about my medical condition or treatment plan, so that I can better manage my health.
  • I want the healthcare facility to provide clear signage and directions in multiple languages, so that I can navigate the facility easily.
  • I want the healthcare staff to be trained in cultural competency and sensitivity towards language barriers, so that I feel respected and understood.
  • I want the healthcare facility to provide information about available language services in a culturally sensitive manner, so that I feel respected and valued as a patient.

Epic

Through sorting my user stories, I was able to divide them into 3 epics: 

  1. Access to Language Services
  2. Information Accessibility 
  3. Empowerment and Advocacy 


Chosen Epic: Access to Language Services


With this I could develop a task flow.

Next Page

Jassi Kaur

Copyright © 2024 Jassi Kaur - All Rights Reserved.

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