User Scenario:
| User Pain Point: Users for our service include both medical offices and the patients that utilize these medical offices for consultations, appointments, etc. The offices face trouble in the form of lost revenue when patients miss appointments due to lack of access to transportation. Further, patients who miss appointments due to lack of access to transportation miss out on crucial medical services necessary to their wellbeing. | Entice: Patients and offices are enticed to implement this service because there is currently a high demand for reliable transportation options for people living in low income situations. Patients specifically will be enticed to use this service in order to gain valuable insights to the resources available for transportation to and from doctor visits. These resources primarily focus on subsidized, scheduled, and reliable transportation. Patients will also be enticed with the rewards system that is attached to our service. We are going to continue to test which reward will have the maximum benefit but at this point we are thinking that when the patient uses the service they receive “uber points” to use for transportation at their own discretion. | Enter: Patients specifically enter this service the moment that they schedule an appointment. When scheduling appointments, patients are referred to this service so that they have the ability to examine potential transportation options and costs. Additionally, offices enter this service at the same point in time so that they can also be assured that patients are aware of all available transportation options and costs. |
| Engage: Patients are engaged with the service the moment they begin to commute from their starting location to the desired hospital location through the use of the app. How convenient the overall use and implementation of app, minimal waiting time, accuracy, and positive experience with other individuals during commute are all factors that will measure how engaged the user is. | Exit: When users arrive to their destination using the app to find the transportation method that most suits them. Volunteers and other SJHS employees will readily welcome patients as they enter at their specific appointments. | Extend: Users extend the use of this service by using it repeatedly for the long-term or even as a primary means of transportation to get to their appointments. The rewards system is designed to incentivize users to continue using the service. |