AID ABROAD

AidAbroad transforms a traveler’s experience of finding information about and receiving medical aid by connecting travelers who are in need of medical help with local resources via a web-based platform. 

 

The Team

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My Role

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how it works

The sick user firsts use the AidAbroad platform to contact an AidAbroad Consultant, who would then recommend to the user a series of possible next steps. For instance, the sick user could ask to be connected to a local Aide, which is a service personnel contracted with AidAbroad who is located in the same vicinity as the user and could provide services such as transportation to the nearest medical facilities and translating medication.

 
 

Prototyping + User Testing

 

Surveys

We sent out a survey to get a sense of people’s general impressions of dealing with health while traveling and provide us with some general information about our problem space. 

What we learned:

Need. Most people have gotten sick while traveling abroad, in varying levels of seriousness.

Emotion. Most people were moderately distressed when sick while abroad.

Self-Treatment. Most people waited the illness out, or bought medicine to treat themselves.

Barriers. Most people had some degree of difficulty in getting medical help. Lack of information and language barriers were the most cited problems.

 

Role Playing

Taking on the role of the doctor allowed us to engage with potential users to understand how someone is able to describe and navigate through an imagined scenario.

What we learned:

Language. Users felt ill-equipped to describe their symptoms in accurate enough language to achieve an accurate diagnosis from the doctor. 

Hesitation. Many users felt hesitant to believe a distant doctor's diagnosis. After the phone call ended users felt unsure of what to do next. 

Privacy. Users felt uncomfortable with the service accessing medical records. 

 

Scenarios

We presented users with two similar scenarios and asked them to act about both while narrating how certain actions or task made them feel. 

We learned about...

Connection. Users responded positively to human-interactions and felt safer if with the presence of a companion if they were verified by the service. 

Translation. One of the most well recieved concepts related to assistant in translation of symptoms, perscriptions, or overall health-care process.  

 

Interviews

Both semi-structured interviews (with scenarios/narratives) and unstructured interviews allowed us to hear about the challenges and decision making  behind being sick abroad.

We learned about... 

Local Host. In the times people spoke about being sick and receiving help, a local host or local contact was always mentioned as a player that provided trustworthy and knowledgeable information. 

Self-treatment. People often described an attempt to self treat before seeking professional help.  

Insurance. Multiple people described issues with payment or insures, compounded by language issues that made it challenging to communicate a complex system.

 

user walkthroughs

Presented users with given scenarios and asked to sort walk us through their responce using low- fidelity screens as a talking point for how they might choose to interact with our service. 

We learned about...

Comfort. Users felt more comfortable if they were able to have share phone-call with a service member (instead of messaging). 

Trust.  Users expressed concerned that a video-chat or phone call with a medical professional could accurately diagnose sicknesses.  
 

 

Experiment

Curious to see what traits a user's gravitated towards in their Aides, we devised an acted-out experiment to see how participants responded to different staff profiles. 

We learned about... 

Age. Users valued age and perceived older staff (55+) to be more trustworthy. 

Residency. users did not share a preference for natives vs non-natives as long as they had lived in the country for 3+ years. 

Experience. Users valued experienced natives over an aide that shared a similar background to the user. 

 

service development

 

Service Blueprint

 

Stakeholder Map

Multiple User Journey Flows

 

Pricing Structure

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