How can users contribute to developing an app from scratch - in a real environment? A new study provides guidance on whether a digital tool can help visitors to Central Hospital in Karlstad find the right place. At the same time, the study has paved the way for several other tests in a real environment within the DigitalWell Arena.
The study is part of DigitalWell Research and the innovation case "Getting it right". The basis is Region Värmland's question whether a digital service can be a complement to existing signage, and make it easier for visitors to find their way around the Central Hospital in Karlstad. Since before, there has been a known problem with this, which can both lead to increased stress among the visitors or that they even fail to attend care visits.
The study has been carried out by Malin Wik, doctoral student in informatics, and Linda Bergkvist, lecturer in informatics, at Karlstad University. A total of 36 participants took part, with a spread in age from 20 to 88 years. The participants have been guided towards different destinations in the hospital by a test leader via a tablet. Through the tablet's camera, the participants were able to show the designer where in the building they were. The participants also had contact with the designer via headset, who in the meantime asked questions about the experience and the prototype.
The users shape the content
The purpose of the tests is to investigate how users can be involved in the co-creation of a mobile application. This has been done by prototyping an app, which was initially an empty shell, where the participants themselves can come up with suggestions regarding functionality and design. The web-based tool that has been used is called Ozlab and was developed at Karlstad University.
- When you test an existing prototype with users, it's easy on the designer's side. It is easy for the user to get colored when she has something in front of her to like. This methodology opens up more ideas, says Malin Wik.
Thanks to the fact that the tests were carried out in a real environment in the hospital, several important aspects could be captured, in addition, already known problems could be verified in the study.
- This concerns, for example, open places without clear landmarks, four-way intersections or signage that suddenly ceases. We could see that thanks to the fact that the tests were done in the user environment, says Linda Bergkvist.
Malin Wik, Linda Bergkvist and Mari Banck in one of Central Hospital's road intersections, one of the places where visitors often have difficulty finding their way around.
Recurring views from the participants were the importance of symbols, color codes and other signal systems in the app being in line with reality. Another general point of view was the need to get direct feedback in the app, showing if the user is on the right track.
Early insights can generally be decisive for whether a new digital service solves a need at all. In the study, for example, several participants stated that they wanted a service with approximately the same functionality and design as the existing services, GPS and Google Maps.
- It is of course great to get information about the users' needs before spending a lot of money on developing a prototype or new service, both for the private sector or when it comes to using tax funds, says Malin Wik.
The main question for the study was whether co-design of a smartphone application can be conducted in the user environment. The answer to that question was a definite yes. A majority of the participants in the study have also been positive about an app.
Has paved the way for other tests
In addition to answers regarding co-design and the needs picture for a digital service, the study has also paved the way for other tests. The central hospital was the first real test environment that was opened for DigitalWell Arena, after which several other tests in a real environment have been able to be carried out.
- The study has been both an eye-opener and a door-opener. We have learned a great deal about how we make tests in public activities safe, when we work together with patients and visitors, says Mari Banck, development manager at Region Värmland.
Now she hopes that the insights into the needs picture will be of use to the Region of Värmland in solving the basic problem – getting the visitors to find the right place at the Central Hospital.
- We have a further journey to make and are not used to involving users in tests like this, so it will be very exciting to see what it leads to.
