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Product sensewarm-up
Design a check-in experience for a doctor's office.
How to approach it
Ask who suffers most today: patients filling in the same forms again, or front-desk staff typing them up.
How a strong answer opens
“I'd like to know who suffers most today: patients filling out the same forms again, or front-desk staff typing them up. I suspect both, so I'll design for both.”
Outline of a strong answer
Try answering out loud for a few minutes before you open this.
- Clarify clinic size and patient mix
- Name both users: patients and front-desk staff
- Pain points: repeated forms, insurance confusion, unclear wait time
- Ideas: pre-visit form on phone, insurance card scan, text when the doctor is ready
- Prioritize the pre-visit form
- Measure check-in time and wait-room time
Where this question usually goes wrong
Designing a patient kiosk and forgetting front-desk staff, insurance verification and patients who aren't comfortable with technology.
Learn the method
Pick a user and find real pain points in Module 1, Product sense and design.
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