Dental Detect
No more uncertainty
INTRODUCTION
Project name
Master of UX/UI ESDI, Barcelona, Spain
client
Dental Detect
team
Adriana Ramirez - Juana Rodriguez Ayos
my rol in the team
Research
acquired skills
● Design thinking ● User Research ● Ethnographic interviews ● Interview script
tool kit
● Excel ● Illustrator ● Protoshop ● Video editing
PROBLEM
Generally people do not see the visit to the dentist as a pleasant event, it causes them discomfort and fear
CHALLENGE
How to improve the travel experience?
METHODOLOGY
Design Thinking
The method describes a human-centered, iterative design process consisting of 5 steps—Empathize, Define, Ideate, Prototype and Test.
EMPATHIZE
Ethnographic interviews
12 Users interviewed
Sample of interviewed users
We have interviewed people with specific fears and needs. Some of them tend to go to the dentist a lot, at least 5 or 6 times a year because they follow a treatment, as in the case of Rubén or Gemma. Others go only for the need to do a review or cleaning, like Lola or Victoria. While others like Gustavo or Maia, they prefer to go only when they feel pain.
Fragments of the experiences told by some of these people during the interviews.
Interview Analysis
- Five Human factors
The interviews have been analyzed in terms of emotional, functional, social factors, frustrations and the context in which they occurred.
DEFINE
Insight prioritization
- User person
We define the insights after detecting patterns in the needs and frustrations of the interviewees. We mapped them based on satisfaction and importance, and identified a space of opportunity in an insight that led us to reformulate the initial challenge:
How could we reduce the uncertainty of people about what they are going to do at the dentist?
Gemma personifies this insight. She is 40 years old, lives in Barcelona with her husband and 2 children. Anxiety and nerves dominate her when it comes to going to the dentist.
More than half of the people we interview believe that anxiety increases while they wait for a diagnosis of their problem. And that same 60% of people feel more confident and calm if they get used to the idea of what they will do to them. So, why wait until you are sitting on the dentist's table to know what the patient's problem is and how it is solved?
RESEARCH CONCLUSIONS
We have detected that the concern is generated by not knowing what the dentist will do to them.
In addition:
● People often associate fear and pain: fear of an unknown procedure and the pain they may cause during the experience.
● The patient's experiences are important; remembering bad experiences could badly predispose them, generating more uncertainty and negative emotions.
● The way in which they communicate with the dentist and the clinic staff also helps to improve the moment: a close and cordial treatment makes them feel calmer.
● The influence of friends and family is the key when looking for a professional to solve their problem, because the patient usually listens to the recommendations of the people they trust.
● The decision to go to the dentist also takes into account the price of the treatments and their duration. They value the financing plans positively.
● The waiting before the patient is attended by the dentist becomes more pleasant when there are additional services such as WIFI, music, or magazines. Streamlining and personalizing the process of making an appointment is also important, both at the time when the problem occurs and at the end, when you need to follow up. The patient assesses whether the appointment fits his needs.
IDEATE
In the ideation stage we have carried out a session of group ideation to find possible solutions to the problem of our users. On the other hand, to understand the scenario, we have made a storyboard.
SOLUTION
Our solution is Dental Detect, a service that offers the patient a personalized diagnosis, through the description of their symptoms, at any time and place.This diagnosis must be confirmed with the dentist; so the patient can also request an appointment according to their needs through our service.Once the preliminary diagnosis is known, the patient will have the possibility of knowing the approximate cost of the service and the time it will take to do it.
This solution aims to reduce the uncertainty of the patient, providing information on the treatment, as well as the price and duration. It is a service that helps overcome one of the barriers of visiting the dentist and help the patient to face the experience with less distrust.
The service offered by Dental Detect not only benefits patients. It is a solution that can be used by dental clinics and small dentist clinics that want to connect more closely with their patients and give more visibility to their services.Dental Detect allows:
● Save time and facilitate work for patients because they get immediate information on what may be happening to them.Also to dentists, because they receive patients with an idea of what they will do to them.
● The service allows the user to tell us their problem gradually, from the selection of symptoms in the Dental Detect platform, a previous diagnosis is obtained.
● The patient has the possibility of downloading the previous diagnosis, to save it or take it to the dentist's office.We believe that Dental Detect is a business opportunity, because there is currently no service designed for patients who want to have a diagnosis before attending the consultation.The competition only offers halfway options, such as forums for questions to a professional, service of questions to a dentist without immediate response, online chats or whatsap contact with the dental clinic.
PROTOTYPE
We have made a low fidelity prototype, to conceptualize the proposed solution
TEST
The next stage, according to the Design Thinking methodology, would be Testing. If we test the proposal with users, we could iterate to find a solution closer to the needs of our users, due to lack of time in the academic context it has not been done, but I think it is essential
What do you think our users would say?
To be continued ...
