At our first meeting, we went into case comp mode: here is the problem – people are not satisfied with waiting. Here was our solution – an AI chatbot: it would diagnose, triage, and send them to a specialist. Seems pretty easy right? There was already a company doing this in the states and we could just recommend that the MICC contract them.
But we needed a little faith in the system. So we started gathering data:
I began taking photos of everything I could find and started interviewing users not knowing what we would discover. After so many, you begin to see patterns. Things like lighting, signage, and emotion started to present themselves as potential variables for consideration.
But we ended up with more data then we had expected, and had no idea of how to deal with it all. It was a bit frustrating. We had collected all of this information, but it seemed like it didn’t get us any closer to recommending a solution.
My Journey in Design 