Bankole Adegboye

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Swift Care

Swift Care

A mobile portal to helps raise awareness to priority levels within the urgent care.

A mobile portal to helps raise awareness to priority levels within the urgent care.

A mobile portal to helps raise awareness to priority levels within the urgent care.

My Contribution

User research Empathy Map

Journey Map

Ideation Prototyping

User Testing

Final Design

User research

Empathy Map

Journey Map

Ideation Prototyping

User Testing

Final Design

Tools

Figma

Zoom

Miro

Balsamiq

Timeline

5 Months

Background

Swift Care

Swift Care is a personal project I embarked on to enhance the urgent care experience by providing patients with real-time updates on their care progression.

What did I want to achieve with swift care?

My aim is to address the common issue of communication gaps in urgent care settings, where patients often feel uninformed about wait times and the severity of their conditions. By offering transparency into the triage process, Swift Care empowers patients with information, reducing anxiety and improving trust in healthcare provide

What is the problem?

Patients' lack of clarity about priority levels in urgent care, which leads to frustration, long waits, and diminished trust in the care provided.

Image of the exsiting patient journey

Solution

Introduced a mobile app that creates awareness of the priority levels

User Research

Patient and Nurse Interviews

To conduct background research, I sought to understand patients' perspectives on their urgent care journey. To gather insights, I contacted Nurses, Doctors, and IUPUI students who were patients.

illustration of the two groups interview - Nurses and Patients

Competitive analysis

I found that competitors lacked a way for patient to understand the triage process

After conducting user interviews, I conducted a three-competitive analysis of how urgent care combats this problem. I tried to grab some inspiration or see how to design a solution to improve the check-in process.

Images of the logo of competitors

Using an affinity diagram, I mapped out the perspectives of patients, doctors, nurses, and competitors, capturing their feelings about the current patient flow.

Affinity Diagram

Here are the following major insights:

Uncertain wait times

Nurses and patients agreed that patients' uncertainty about how long it will take makes them feel frustrated.

12 out of 12 interviewees mentioned lack of commucation about wait times.

Lack of commuincation

Lack of commuincation

Nurses and patients agree that there is a lack of communication between Patient/ Nurses/ Doctors

12 out of 12 interviewees complained about commuication.

Multiple questions asked

Nurses and patients agree that being asked multiple questions added to the frustration and anxiety patients feel in urgent care.

12 out of 12 interviewees wanted less time-consuming reservation.

Competitors all lacked a way for patients to understand the triage process.

Competitors lacked a way to inform patients about their health care journey.

Define

How Might We framework

How might we…

How might we…

By understanding the patient's major pain points, I created a "How might we" hypothesis to guide the development of my future solution.

Patient stay informed

Patient stay informed

"How might we improve the check-in experience so patient can be informed about the priority levels in urgent care?"

Patients Empathy Map

Patients feel anxious and frustrated due to unclear wait times, lack of communication, and repeated questioning.

To solidify my "how might we?" I made an empathy map better to understand the patient's emotions and pain points.

Empathy Map

Patients Journey Map

Understanding the current user journey patients take in urgent care and areas of improvement

To understand the existing patient's journey, I created a journey map illustrating where, in the process, I can add a solution to the patient's journey in urgent care.

User Journey Map

Based on the patient empathy and journey map, I was able to identify the following major pain points:

Feeling unwanted

Feeling unwanted

Patients feeling they are not being taken care of.

Not always aware of total wait times

Patients unware of were they are in the process.

Unsure of why long wait times

Patients are unsure of why they have been waiting so long.

Ideate

Brainstorming Ideas

I generated multiple ideas during this exercise. Given that it was an open-ended problem with limited insights into specific features, I focused on brainstorming a wide range of ideas.

Brainstorm sticky notes

After evaluating all the ideas based on their feasibility, I selected one ideas as shown below:

Mobile Website

Mobile Website

A mobile-friendly website where patients can check in, receive priority updates, and track their wait time in real-time.

User Flow

Provided a clear user flow that allows patients to be notified every step of the way

Before beginning the design phase, I mapped out a patient flow to understand the user's perspective. I aimed to identify and address any potential issues or roadblocks in advance. I organized my flows into one critical flow that supports my design goals:

User flow diagram

Low-fi Wireframes

Conceptualizing user experience for patients

It was time to create the wireframe; it was composed of the first medium, and when I felt confident, I worked on the high-fidelity screens. I utilized this to map out how my idea would look actively.

Low-fi Prototypes

Final Prototype

Introducing Swift Care

Click below to test it out yourself!

Impact

Hi-Fidelity Prototype Testing

Gauging to see if the design solution solves the problem

After creating the High-fidelity prototypes, I conducted a Zoom demo of my prototype for the nurses and patients I had previously interviewed in my research. This evaluation provided insights into the prototype's strengths and areas for improvement, and I gathered valuable feedback for the next iteration of this project.

3/3

3/3

Patients expressed that this process saved them time when they needed to go to urgent care, and it set their expectations for when they would be attended to.

3/3

3/3

Nurses said they liked this solution because it brought patients awareness of the priority levels.

3/3

3/3

Nurses expressed that the solution is easy to understand and doesn't talk down to you.

Reflections

Reflections

The main challenge was my limited knowledge of the healthcare industry at the start of this project. I overcame this by consulting doctors and nurses to better understand unfamiliar terms. This helped me understand the workings of urgent care and ultimately led to a strong solution.

Next Steps

Next Steps

I will explore enabling patients to check their status via SMS or kiosk, allowing nurses and physicians to access information securely, and displaying waiting times and treatment progress. I’ll also examine EHR integration, current practices in this area, and lessons from other companies to inform and refine the solution.

Here are some of my other case studies

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CSAT Increased by

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Interested in working together?

b.a.iadegboye@gmail.com

Interested in working together?

b.a.iadegboye@gmail.com

Interested in working together?

b.a.iadegboye@gmail.com

Desktop Viewing

Check it out on the desktop version

Hi there. If you want to view more information about this case study. Please View on a Desktop 🖥️ 🙂

Final Prototype

Introducing Swift Care

Click below to test it out yourself!

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Bankole Adegboye © 2025 

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Bankole Adegboye © 2025 

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Case Studies

About Me

Resume

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Bankole Adegboye © 2025