USER

EXPERIENCE Presciption
(PROCESS)

CUSTOMER 1. Get the right prescription from the doctor

GOALS 2, Secure/prepare cash for payment.

[A] Go to the Doctor's clinic

Anxious about Current Condition.
[B] Inform the clerk about your appointment .

[C] Wait for your turn.

Sometimes queue takes forever.
[D] Doctor checks the conditions and the possible future
conditions.
TOUCHPOINTS & There is anxious about what's gonna happen and what
EMOTIONAL the doctor will find out.
RESPONSE [E] Secure/prepare money to pay for the consultation fee.
Have money ready to pay for the fee.

1. Why cant appointments be set in a time so that it will be

more efficient?
CUSTOMER 2. Is there a way of avoiding other sick individuals in the
THOUGHTS waiting room?

PLEASED

OVERALL SATISFIED
CUSTOMER
EXPERIENCE

UPSET
1. Make appointments more efficient by alloting time when
going for a checkup.
IDEAS TO 2. Make appointments online or via text and call.
IMPROVE
 PAYMENT

1. Get priority number.

2. Pay amount for the prescripted medicine

[F] Approach the guard near the entrance to get a

priority number.
I need to keep priority number for a while otherwise I
will miss my turn.
[G] Wait for your turn to be called.
And another idle time spent in waiting.
[H] Approach the cashier for payment.
Hope the medicine will not be that expensive.

1. Hope I there are chairs so that I can wait without being too
tired.

1. Provide chairs for people to rest.

2. Provide a convenient way of queueing.
 Intake

1. Take the prescripted medicine

[I] Check if there are changes in current condition.

And another queue.
[J] Go back to the doctor for the update of your condition.

1. Is there way know exactly the changes that I will experience?

1. Communicate with the doctor constantly for updates.

...
 Bored in waiting for turn.
Anxious of what will be the
findings
Scared of the Syringes

THINKING & FEELING

Long queues
Sick People
SEEING
STUDENT

PAINS

Writing personal info is

a repetitive task
There’s a lot of
queueing in the entire
process
Anxiety in the checkup
Might get other
illnesses in the waiting
room.
d in waiting for turn.
ous of what will be the
ngs
ed of the Syringes

NKING & FEELING

Name is not called

Unable to notice sick people
People talking about
HEARING negative health concerns
STUDENT

GAINS

Chance to get better

Prepare payment
Take medication to get
better
Happy about getting better
Point of Contact

Problem Statement

Question 1: Verify the problem

Question 2: What’s the hardest part about the problem?

Question 3: Can you tell us about the last time it happened? How often does it happen

Question 4: What have you done to solve the problem?

Question 5: What are your issues about the solutions you’ve tried?

Question 6: What role would you play in choosing the solution?

Question 7: What do you think of our proposed solution?

Potential Solution(s)

Potential Solution Feature(s)

Potential User
 RESPONDENTS
1]
2]
3]
4]
5]
6]
7]
8]
9]
10]
2 - DISAGREE,
3 - NEUTRAL,
COMMENTS / INPUTS