Ethan.Z
SUMMARY
QMS (Queue Management System) and PSPI (Patient Status and Progress Indicator) are technology-based systems that help patients understand their ER status to reduce anxiety and improve transparency.
Year
2025
Contribution
UX . Visual . Research
Context
Three month course project in User Centered Design
Project Objective
DESIGN GOALS
DESIGN GOALS
Ensure transparency and access to status updates across all stages of ED/ER care.
Reduce patient and caregiver stress and anxiety throughout the emergency room visit.
PROBLEMS
There is a lot of uncertainty in patients' ER visits. Not knowing “where I am” or “what happens next” is a key source of stress.
Patient's family members or caregivers receive status updates in medical jargon that causes uncertainty.
Research Process
DISCOVERY
METHODS USED
Secondary Research
A comprehensive review of the academic literature and healthcare design case studies was conducted to establish a baseline understanding of patient anxiety, communication gaps, and design opportunities.
Patient/caregiver survey (n=40)
Surveys were chosen for their cost-effectiveness and efficiency in collecting both quantitative and qualitative data from a large number of participants.
Semi-structured provider interview
The semi-structured interview with a provider was a crucial method that provided essential operational and technical context for our findings.
Area of focus
RESEARCH INSIGHTS
Narrow down our user
Due to the project's scope and timeline constraints, we narrowed our target user group to patients and their family members/caregivers.
Provide wait time for ER status
According to our survey results, satisfaction with the ED/ER would be improved if wait times were posted.
Ensure transparency in the ER
Based on our secondary research, anxiety is amplified by uncertainty; Not knowing what is going on right now and what will happen next contributes significantly to distress.
Design Exploration
IDEATE + EXCUTE
Brainstorm potential solutions
We looked up similar products for inspiration and created lighting demos to visualize our ideas.
Finalize the solution with low-fidelity prototypes
These sketches served as the visual bridge between low-fidelity concepts and the high-fidelity interactive prototype.
Queue Management System Paper Prototype
Patient Status Progress Indicator Paper Prototype
Mobile View of Patient Status Progress Indicator
Test & Iteration
HIGH-FIDELITY PROTOTYPE
Queue Management Systems (QMS)
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The tokenized patient ID adheres to HIPAA standards.
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Continuous positional tracking allows patients and caregivers to track their relative position in the queue, reducing uncertainty and stress.
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The average wait time provides crucial transparency and helps manage patient expectations effectively.
Patient Status and Progress Indicator (PSPI)
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Patients can follow their ER journey with a progress tracker that displays their current status and next steps.
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Medical jargon is translated into easy-to-understand language to reduce confusion and facilitate effective staff-patient dialogue.
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The system provides information that includes the care team, room number, and the patient's medical flag to ensure transparency.
Patient Status and Progress Indicator (PSPI) —— Mobile View
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Mobile access extends the functionality of PSPl, ensuring critical patient status and progression information is always accessible on personal devices.
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It enables authorized caregivers, even when not physically present at the facility, to track patients' progress.
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Patients who are not assigned a dedicated bed can still receive full status updates.
USABILITY TEST FEEDBACK
Iteration 1: QMS
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Increased the font size to enhance readability for the large display in the ER waiting room.
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Simplify the queue information to improve clarity and reduce cognitive load.
Before
After
Iteration 2: PSPI
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Provided waiting time and a detailed explanation for the current status to ensure transparency.
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Reduced the number of steps shown; prioritize the current + next step. And increased font size to enhance readability.
Before
After
The Final Outcome
IMPACT
We saw the following results for participants who came through the QMS & PSPI system
90%
Believe the system can help reduce their anxiety level in ER visits.
90%
Wish to see this system implemented in U.S. emergency rooms.
80%
Have no confusion about the information on QMS & PSPI.
FINAL SOLUTION
