MessageWiz IS April 2006

Project Goals Develop a system that improves patient medication compliance through increased patient-health care worker communication Develop a system that improves patient medication compliance through increased patient-health care worker communication Develop a user interface that allows health care workers to create and edit voice/text messages, schedule them for sending, and monitor their status Develop a user interface that allows health care workers to create and edit voice/text messages, schedule them for sending, and monitor their status

Personas Our personas are primarily developed based on health care professionals in Kenya. Our personas are primarily developed based on health care professionals in Kenya. These individuals are highly educated but generally have little to no computer experience. These individuals are highly educated but generally have little to no computer experience. We also took into account the frequent presence of Western volunteers in health care settings. We also took into account the frequent presence of Western volunteers in health care settings.

Personas along two axes BEATRICE Health/TB Experience Computer Experience NOAH KARI AGNES HI LOW HILOW

Meet Agnes…. 32 y.o. nurse, been at current job for 3 years 32 y.o. nurse, been at current job for 3 years Frustrated because never knows how many patients to expect; planning difficult Frustrated because never knows how many patients to expect; planning difficult Has mobile phone, SMS user, minimal computer skills Has mobile phone, SMS user, minimal computer skills

Meet Beatrice… 48 y.o. nurse with over 20 yrs experience 48 y.o. nurse with over 20 yrs experience Frustrated when out of medications and no way to communicate with outpatients; troubled that some patients not finishing medication regimen Frustrated when out of medications and no way to communicate with outpatients; troubled that some patients not finishing medication regimen No computer experience but would like to learn No computer experience but would like to learn

Meet Kari…. 25 y.o. Swedish graduate student on 6 week volunteer program 25 y.o. Swedish graduate student on 6 week volunteer program No experience with health care, but expert computer user No experience with health care, but expert computer user

Meet Noah… 25 yo pharmacy tech, finishing degree in pharmacology 25 yo pharmacy tech, finishing degree in pharmacology Responsible for dispensing prescriptions; cannot check other prescriptions for a patient due to lack of persistent records Responsible for dispensing prescriptions; cannot check other prescriptions for a patient due to lack of persistent records Basic computer skills ( , internet), has mobile phone and uses SMS Basic computer skills ( , internet), has mobile phone and uses SMS

Scenario One: The government has not provided the clinic with the appropriate drugs for patients in the continuation phase of treatment. The nurses wish to contact these patients to let them know not to come to the clinic on their scheduled pick- up date and come one week later instead. The government has not provided the clinic with the appropriate drugs for patients in the continuation phase of treatment. The nurses wish to contact these patients to let them know not to come to the clinic on their scheduled pick- up date and come one week later instead.

Scenario Two: A nurse at the clinic wants to record a medication reminder for patients taking RHZE in the intensive phase of treatment. The reminder should be sent weekly. A nurse at the clinic wants to record a medication reminder for patients taking RHZE in the intensive phase of treatment. The reminder should be sent weekly.

Scenario Three: The administrator would like to check and see which messages failed to send and why. She wants to see if any new languages need to be added to existing messages and cancel messages that failed to send because the patient’s phone is not in service. The administrator would like to check and see which messages failed to send and why. She wants to see if any new languages need to be added to existing messages and cancel messages that failed to send because the patient’s phone is not in service.

Current Design VS. Lo-Fi Prototype The recurring and single send message functionalities were combined into one section instead of two. The recurring and single send message functionalities were combined into one section instead of two. Our low-fi prototype relied heavily on the use of tabs for navigation. The current design completely eliminates tabs and instead provides sidebar and bottom-screen navigation. Our low-fi prototype relied heavily on the use of tabs for navigation. The current design completely eliminates tabs and instead provides sidebar and bottom-screen navigation. The change in navigation required a repositioning of the “back” and “next” buttons to eliminate confusion about which part of the page they are controlling. The change in navigation required a repositioning of the “back” and “next” buttons to eliminate confusion about which part of the page they are controlling.

Current Design VS. Lo-Fi Prototype Patient Section: In spite of presenting testers with directions that they should choose only relevant criteria from list presented, testers felt the need to make a choice from each type of criteria. Patient Section: In spite of presenting testers with directions that they should choose only relevant criteria from list presented, testers felt the need to make a choice from each type of criteria. To address this, the types are available on a sidebar and the user can select from the relevant ones. To address this, the types are available on a sidebar and the user can select from the relevant ones.

Patient Screen Shots Lo-Fi Patients Page Lo-Fi Patients Page Lo-Fi Patients Page Lo-Fi Patients Page Hi-Fi Patients Page Hi-Fi Patients Page Hi-Fi Patients Page Hi-Fi Patients Page

Current Design VS. Lo-Fi Prototype Lo-Fi Message Listing Lo-Fi Message Listing Lo-Fi Message Listing Lo-Fi Message Listing Lo-Fi Message Add New Lo-Fi Message Add New Lo-Fi Message Add New Lo-Fi Message Add New Lo-Fi Message Edit Lo-Fi Message Edit Lo-Fi Message Edit Lo-Fi Message Edit  Hi-Fi Compose Message Listing Hi-Fi Compose Message Listing Hi-Fi Compose Message Listing  Hi-Fi Message Library Listing Hi-Fi Message Library Listing Hi-Fi Message Library Listing  Hi-Fi Message Edit Hi-Fi Message Edit Hi-Fi Message Edit Hi-Fi Text Add Hi-Fi Text AddHi-Fi Text AddHi-Fi Text Add

Current Design VS. Lo-Fi Prototype The Low-Fi prototype featured an “Outbox” which contained information about sending and sent messages and associated errors. The Low-Fi prototype featured an “Outbox” which contained information about sending and sent messages and associated errors.Outbox The use of tabs proved confusing. Though it was hard to tell whether or not this was due to how well we “played computer,” we decided to eliminate tabs. The use of tabs proved confusing. Though it was hard to tell whether or not this was due to how well we “played computer,” we decided to eliminate tabs.

Outbox  Reports & History Low-fi: Outbox with physical tabs Low-fi: Outbox with physical tabsOutbox Hi-fi: Reports & History with style matching the rest of the site Hi-fi: Reports & History with style matching the rest of the siteReports & History Reports & History

Lessons Learned Users don’t read directions. Users don’t read directions. If they think they know how they should behave they act accordingly even if it seems illogical to us as designers. If they think they know how they should behave they act accordingly even if it seems illogical to us as designers. We are left with the choice of either changing the design to fit their mental model, or better communicating our different one. We are left with the choice of either changing the design to fit their mental model, or better communicating our different one.

Key Challenges Ahead Vocabulary: We struggle with the appropriate words to use. Vocabulary: We struggle with the appropriate words to use. Our users, while English speakers, speak a different brand of English unique to Kenya, at varying levels of fluency. Our users, while English speakers, speak a different brand of English unique to Kenya, at varying levels of fluency. Kenyan input: We’re working on establishing remote user interface testing with participants in Kenya. Kenyan input: We’re working on establishing remote user interface testing with participants in Kenya.

Prototype Live Prototype Live Prototype Live Prototype Live Prototype