Project Part 2 (Gathering Requirement: User Analysis)

 PROPOSED TASK

The proposed task focuses on three primary tasks that support the user needs in using a healthcare application. These tasks were selected as they represented the essential services a healthcare application should provide in a modern digital healthcare platform to meet operational requirements. The tasks selected are as follow:

1. Book Appointment

This task allows users to schedule medical consultations by selecting the preferred hospital, consultation type, doctor, and available time slot. It enables users to secure appointments conveniently without physical visits or phone calls.

2. Pay Bills

This task enables users to view outstanding medical bills and make payments directly through the application using supported payment methods. It streamlines the billing process and reduces dependence on manual or counter-based payments.

3. View Medical Report

Through this task, users can access their medical reports such as lab results, radiology findings, or discharge summaries. It provides users with quick, secure access to personal health information and supports better self-management of medical care.

PERSONA

Persona 1

Zaid Azwar is a 20 year old student at Universiti Teknologi Malaysia who lives on campus and does not own a vehicle. Whenever he needs medical attention, he has to walk or wait for the UTM shuttle to get to the UTM Health Centre, which is often inconvenient, especially when he is feeling unwell and is not able to go there on his own. Additionally, when Zaid arrives at the Health Centre, the waiting area is crowded and the queue can stretch for hours, and Zaid usually ends up losing valuable study time just trying to see a doctor. Because of these repeated inconveniences, Zaid relies heavily on digital solutions and wishes there were an app that could let him secure an appointment slot online or through an app or access his health information without physically going to the clinic.

Zaid’s motivation for using a healthcare app comes from his need to reduce unnecessary travel, waiting, and uncertainty. Missing classes or lab sessions due to long queues affects his academic performance and causes stress. He also struggles when he needs a medical certificate for assignment extensions or attendance excuses, as he must return to the clinic multiple times just to pick them up. These delays often worsen when he is sick and has low energy to deal with administrative tasks. Zaid wants a system that gives him immediate access to appointments, bills, and medical reports so he can manage his health without additional physical strain. By using an app that addresses these problems, Zaid feels he can save time, avoid crowds, plan better around his studies, and take care of his health in a more efficient and comfortable way.

Persona 2

Nur Hanan is a medical student currently undergoing clinical training at Universiti Sains Malaysia. She is highly disciplined, balancing heavy hospital rotations, intensive coursework, and compulsory health screenings.  Being at the centre of the health system, she is aware of how the current administrative limitation reduces hospital and clinic performance. Hanan is tech-savvy and uses digital tools to organize her complex life. She wants to save as much time and effort as possible on personal administrative issues, such as appointments for health-related matters, bill payments, and other related matters, so as not to compromise her time and focus for her studies and clinical responsibilities.

Hanan is driven by the need for accurate digital records and time savings. She becomes irritated with slow, non-intuitive systems that make her use antiquated methods like calling or making manual payments, which she views as a waste of time. Because she has had to handle her own medical bills in the past, she anticipates a transparent, safe, and efficient system, particularly when it comes to bill payment. She would want the application to anticipate her needs, such as automatically pulling his outstanding bills after logging in. Using a reliable digital application would help Hanan minimize disruptions, keep better financial documentation, and avoid the penalty fees for late payments, aligning with her highly organized nature.

Persona 3

Nazhif is a 26 year old Clinic Management Officer working at a mid-sized private healthcare facility. His daily responsibilities involve coordinating patient flow, ensuring appointment schedules run smoothly, reviewing administrative reports, and communicating with both medical staff and patients. He regularly manages walk-in cases, handles billing coordination, and monitors the availability of doctors and consultation rooms. Because the clinic can become very busy during peak hours, Nazhif often deals with long queues, confused patients, and sudden changes in the daily schedule especially during peak hours. His job requires fast decision making and effective communication with his team members, but he sometimes struggles with outdated administrative systems that slow down operations and increase the workload for both staff and patients.

Nazhif is keen on using a digital healthcare application because he wants to reduce unnecessary congestion at the clinic and give patients a smoother experience. He is particularly frustrated when patients arrive without knowing the clinic schedule, do not bring the proper documents, or have the patient wait a long time just to make payments or retrieve medical reports which often causes frustrations amongst the staff members and the patients. That being said, these issues create bottlenecks that disrupt the entire clinic workflow. A reliable application that allows patients to book appointments, pay bills online, and access their medical reports would significantly ease the pressure on the management team. It would help Nazhif maintain a more organised daily schedule, reduce front counter workload, and improve overall patient satisfaction. He sees the system as a practical solution that aligns with his goal of creating a more efficient and professional clinic environment.

SCENARIO

Task 1 - Book Appointment (Persona 1)

It is a Monday morning and Zaid wakes up feeling unusually dizzy and weak. He knows he needs medical attention, but the idea of walking all the way to the shuttle bus stop and having to wait for it then go all the way to the UTM Health Centre feels overwhelming. Since he does not own a vehicle, travelling while sick often becomes a tiring and uncomfortable experience. He also remembers previous visits where he had to wait for a long time before his number was called because many students are also seeking medical consultations at the same time. To avoid sitting in the waiting area for extended periods when he already feels unwell, Zaid decides to use the new healthcare application to check availability and book a slot in advance. He opens the application, logs in, and selects the option to book an appointment, hoping it can help him plan his visit better.

The application shows him the available time slots for the day, and he chooses one that fits comfortably in his daily schedule. He confirms his details and completes the booking, receiving a confirmation message immediately. With the appointment secured, Zaid feels relieved knowing he can go to the clinic at a specific time without waiting unnecessarily. This helps him manage his condition without disrupting his academic responsibilities. The system matches his expectations by giving him a more convenient, predictable, and time-saving way to access healthcare, especially when he has no transportation and a packed university schedule.

Task 2 - Pay Bills (Persona 2)

It is late Tuesday evening, and Hanan has just returned home after 10 hours of clinical and course study sessions. She is exhausted but remembers receiving an email regarding an outstanding bill for a recent mandatory health screening. She knows the bill needs to be settled quickly to avoid administrative holds on her student account. Hanan opens the Digital Healthcare Management App on her phone, expecting a clear, direct path to payment, given the urgency of bills.

Hanan's primary priorities are speed and detail. She wants to see the outstanding balance on the dashboard right away and review a thorough breakdown of charges prior to authorization.  Online banking is her choice because it ensures security and speed.  She sees a simple return to the app after the transaction is finished, as well as the most important downloadable receipt to keep with her meticulous digital records.  Her main hope is that it will be easy and require little mental work so she can finish the task quickly and study before bed.

Task 3 - View Medical Record (Persona 3)

It is Monday morning at the clinic, and Nazhif is reviewing the day’s appointments when a patient arrives with questions about their previous consultations and lab results. In the past, he would have had to search through physical files or navigate through an outdated system, which was time-consuming and often frustrating for both him and the patient. To handle this efficiently, Nazhif opens the digital healthcare application to access the patient’s medical record. He logs in, searches for the patient by name or ID, and instantly retrieves a complete history of consultations, test results, and prescriptions.

With all the information clearly displayed, Nazhif can quickly answer the patient’s questions, verifying previous treatments, and ensuring the upcoming consultation is well-prepared. This reduces waiting time at the front desk, prevents errors and missing or misplaced records, allowing him to focus on coordinating the clinic rather than chasing documents. The system meets his expectations by providing fast, reliable, and organized access to medical records, helping him maintain smooth operations, improve patient satisfaction, and reduce administrative stress for the staff.

REFERENCES

1. Human Computer Interaction Slide - 05a Discovering Requirements

2. Human Computer Interaction Slide - 05b Data Gathering and Note

3. Human Computer Interaction Slide - 05c - More on Personas, Scenarios & HTA

LINK FOR REPORT: Project Part 2 (Gathering Requirement: User Analysis)