In 2019, a hospital in Thailand sought to enhance their online platform to improve the patient experience. As the user experience/product development researcher, I conducted field research on both patients and healthcare staff, interviewing 112 patients and nearly 20 staff members across various departments (both OPD and IPD). Through this research, I gained insights into their needs, expectations, behaviors, and cultural beliefs related to healthcare.
The resulting prototype is an online experience that deepens the hospital-patient relationship. We incorporated the family into the workflow, as Thailand has a family-based culture. Users can now manage the healthcare of their family members, recognizing that one member typically cares for everyone in the family. We also created a social network-like experience for users to share health-related information published by the hospital with their families, promoting a healthier lifestyle.
