Project Overview
Antrean is a mobile application that can help order and pick up medicines from a doctor's prescription at a pharmacy, without standing in long queues by saving time, effort, and avoiding crowds that have the potential to become clusters of the spread of Covid-19.
Background
Waiting in long lines just to get a turn for service?
Have you ever imagined? Queuing with lines is long enough to take a long time with the condition of just waiting for a call, or just taking a queue number.
Conventional queues are difficult to predict
Queuing is an activity that is difficult to avoid in places where services are needed a lot, especially in pharmacies. The application of conventional queues results in the possibility of long queues with limited service management, so that queue schemes are not yet organized.
Cases of the spread of Covid-19 are still massive
Since the Covid-19 pandemic, activities outside the home have been restricted. This is done to minimize the spread of the Covid-19 virus. However, crowds cannot be avoided, such as through messy queues which are feared to create new clusters. This is similar to the results of a survey by Elisabeth Filandow and others, as many as 56% of respondents answered that the queues during the pandemic were still messy. Read More
The importance of a comfortable queuing service experience
Next step, a small survey was conducted involving 47 respondents with the aim of knowing the level of comfort felt when standing in line with conditions that were quite long. Then 43 respondents stated that it was inconvenient because it would take a lot of time, causing fatigue caused by not having clear service waiting times. The following is detailed information regarding the views and opinions of the participants:
Potential role of mobile application with good experience
Based on data from the We Are Social website, mobile phone users in Indonesia have reached 355.5 million. Looking at the stacked queue phenomenon, a hypothesis emerges, which is to take advantage of the role of a well-designed mobile application. Read More
The mobile application can help the queue process at the Pharmacy
Next step, an additional small survey was conducted involving 51 respondents that, 48 of them would be helped when queuing with the help of an easy-to-use application, without having to stand in long queues. The following is detailed information regarding the views and opinions of the participants:
In addition, application design with good experience can support the potential and growth of the pharmaceutical industry with 220 pharmaceutical industry companies in Indonesia. One of them, such as Pharmacy with supporting aspects to provide maximum service experience. Read More
Thought Process
Then I thought, how to design a solution to overcome the long queues at the pharmacy? What features and services do users need to be able to save time by packaging them through a mobile application?
Understand and analyze user needs
The initial step, to create a product and identify user needs. Research was carried out by combining several methods between primary and secondary research, such as quantitative and qualitative methods and journal reviews, in order to understand needs, points of difficulty, goals, to what kind of service flow the users want and expect.
Scaling of priority user needs
Recognizing user needs with the help of semantic differentials can help understand the priority scale of services and what features are needed. The following is detailed information from respondents.
Deeper empathy mapping to map user needs
In recognizing what users feel when queuing directly, an interview is conducted with respondents with predetermined criteria and mapping is carried out with empathy mapping. The following is detailed information from respondents:
Recognizing how users can use the service from start to finish is the reason user journeys are used specially when need's using pharmacy services. The following is detailed information on the user journey map:
Defining Problems
From the analysis of the problems that have been done, finally I think. How to saving time customer although when queiung? How solve queuing problems when crowd condition and unconducive? and How create effective flow when order services like medicine?
Ideation
After analyzing and defining the problem, a mapping of the services that will be provided in the application with a menu structure is carried out with the aim of providing an overview of the services
Flow
Lo-fi Ideation
We start by sketching in rough form. Aimed at facilitating the design of ideas at a later stage, such as wireframes to prototypes.
Style Guide
Less is better than much, is the basic concept of the design that is made. We focused on solving core issues by design, by providing major premier features and minimizing secondary features. In terms of color selection, we chose blue as our color identity to give the impression of calm and conduciveness when standing in line at the pharmacy. This gives the impression to the user that the color blue means stable, reliable, safe and productive. Like water that provides benefits and serenity in every flow.
Hi-fi Ideation
In this stage, I designed the queue application interface by following the design guidelines that were made before with blue color dominant.
Prototype
Full version could be accessed here.
Usability Testing
Products that have been made will then be tested to validate the ideas that are made to be easy to use, understandable and useful with the usability testing method. I tested it by online and offline to user, because I needed to know the behavior and user response when using the service.
After that, to know of the quality of design for as a reference for improvement i using usability metric and System Usability Scale (SUS) as paramaters.
Usability Metric
In this phase testing is carried out by testing the feasibility of user convenience, when using the application based on the value of the effectiveness and efficiency of the prototype:
• Effectiveness Assessment
System Usability Scale (SUS)
The design prototype of the mobile-based queuing application that has been designed has good usability value by involving 20 respondents. This can be seen through the data from the value given by the respondents. The results of the calculation of the queue prototype design, get a value of 82. The value category on the System Usability Scale (SUS) method is considered good and can be understood by users.
Based on the usability test results, I collect recommendations and input from both the design and the product, namely:
• Design a neater design in the login section so that the user is more focused
• Making the flow of service lines for taking medicines from a doctor's prescription easier
• Design a neater design in the login section so that the user is more focused
• Making the flow of service lines for taking medicines from a doctor's prescription easier
Based on the UT results, I made some improvements.
• Added illustrations regarding login pages and instructions
• Adding a recipe photo input service from the smartphone photo gallery
• Added illustrations regarding login pages and instructions
• Adding a recipe photo input service from the smartphone photo gallery
Final Design
Full version could be accessed here.
Learnings
1. Through the stages of research will help understand usage and design valuable solutions.
2. It is necessary to improve the quality of design and service on a regular basis in order to continue to meet user needs.
3. Testing products with users provides very useful insights into whether the product is easy to use or not.
2. It is necessary to improve the quality of design and service on a regular basis in order to continue to meet user needs.
3. Testing products with users provides very useful insights into whether the product is easy to use or not.
