Moran Avidor - TIPAT HALAV

An application that assists parents to easily manage and set their child development periodic appointments and displays all the medical data that is important to know.

Tipat Halav is a medical that provides medical care for infants, kids and pregnant women. Every infant in Israel is entitled for the service of Tipat Halav - Developmental follow-up, vaccines and medical advice. Unfortunately, it is well known that encountering with Tipat Halav is not always positive and pleasant.
It is a conservative, technologically delayed institute and at times makes you feel stressed and uncomfortable.

The Tipat Halav branches are manage by either the Israel Ministry of Health or health maintenance organizations (HMO) such as Macabbi health care and Clalit Health care. The parents' home address determines which Tipat Halav branch is associated to them and their child.

In 2018, after having my second child, Itay, I was surprised to find out that the appointment management of Tipat Halav has advanced from the traditional way (landline phones and notebooks) to a digital platform (an online website). After Itay's first Tipat Halav appointment I was informed that I have to schedule and set an appointment through the website.

I was glad and thrilled about the digital platform until I had to use it for the first time.
The website's appointment management system was frustrating and not user friendly. The process of setting an appointment is long and oppressive. the system often "got stuck" and sometimes there was need to repeat several stages over and over again until you were able to continue and complete the process.

In every registration you need to re-enter all your personal details – You are considered a "New User" each time.
Every cancellation or Rescheduling an appointment can only be calling the Ministry of health – You can not do it online through the website.

Another thing that bothered me is the lack of transparency in my child's medical record which seems very unlikely that as a mother I have no access to these records.
The only documentation I have access to is my child's record of immunizations (only god knows why it is still a paper document and not a digitalized document) where my child's development of height and weight measurements and vaccines are written in the writing of the nurse's unclear handwriting.

The Tipat Halav medical records is not synced with the HMO. The lack of synchronization causes doctors to rely only on what parents tell them and not what is written in the Tipat Halav records.

Tipat Halav's appointment management website screens

THE PROBLEMS:

1- A unclear and complicated process of setting an appointment.

2- Lack of transparency of the child's medical record and data (parental access).

3- Record of immunizations is a paper document.

THE SOLUTION:

1- An application that allows parents to easily manage and set appointments anywhere and anytime

2- Transparency to the child's medical record and data.

3- A digitalized record of immunizations.

Research

Market Analysis

Since Tipat Halav has no actual competitors and every family in Israel is required by the state to use its services, I had to examine how the appointment management system applications of the different healthcare organizations operate.
Setting an appointment in the healthcare organizations is a complex process that involved answering a lot of questions. Therefore the process is divided into steps – type of medical service, doctor, location, date and time.

There aren't a lot of nurses in the Tipat Halav branches, the location and service are known – A development checkup and receiving vaccines. That is why the process of setting an appointment should be faster than the process of the healthcare organizations.

The only application that has similarities in terms of child development records to Tipat Halav is "Maccabi Kidz" which is available to all who are insured at "Maccabi" healthcare. The app shows the child's development and vaccination records. This service is only for the insured of "Maccabi" healthcare and who are registerd to the "Maccabi Tipat Halav" service. The insured who aren't registered to "Maccabi Tipat Halav" can access the application but will see any of the data regarding their child's development and vaccination records.

User Research

97 people answered the questionnaire which helped me to establish my claims in a better way.

In addition to the online questionnaire, I have interviewed 5 mothers, some are newly moms and some are mothers of 2-3 kids. Through the interview I've learned even more about the problems and difficulties that mothers tend to come across while conducting with Tipat Halav.

Here are some quotes from the interviews:

"I never get along with the appointment management website. It used to be possible to call the branch and make an appointment, now you can't! it can only be done on the website or call the Ministry of Health. I've tried to set an appointment on the website and after I filling all the required details error pop-ups appeared and I couldn't complete the process. Also, I can never find the website on Google. Eventually, I had no choice but to call the Ministry of Health."

"There was a time that my kid had a fever, and he was supposed to get vaccinated that same day. So I wanted to postpone the appointment. I tried to call the Ministry of Health, no one answered, so I didn’t show up for the appointment and that's it."

"I tried to make an appointment on the website several times without any luck. The system simply didn’t recognized me. Eventually, I gave up and called the Ministry of Health. What's more frustrating, is when you need to postpone the appointment!"

"I would have been great if I had access to the developmental data. Especially with my third child who was born little."

"A digitalized record of immunizations should have been available ten years ago."

User Persona

Meet Zohar

User Story

Zohar is waiting for a train, on her way to work. Zohar is under a stressful time at her workplace. There is an important project which she and her staff have to finish. Zohar is standing next to a couple of friends who happen to talk about Tipat Halav. At the moment, Zohar remembers that she needs to set an appointment for her daughter, Noga.
She tries to log on to the Tipat Halav website through her smartphone and set an appointment.
She enters all Noga's details and receives an error message.
She tries two more times without any luck. Eventually, Zohar calls the Ministry of Health to set the appointment.

User Journey Map

The user research results have strengthen the need for an application which will help and support frustrated parents.
With the help of the application parents will be able to easily manage and set appointments at anytime and anyplace.
With the help of the application parents will be able to easily see their child's medical data.

Tipat Halav Mobile Application

Design & prototype

Home Screen

In the main screen I wanted to address the process of setting and managing appointments which is the main problem.

The order of element appearance:

1- I've placed the element of "unscheduled appointments" with the possibility of scheduling a new appointment.

2- I've placed the element of "scheduled appointments" with the possibility of postponing or cancelling scheduled appointments.

3- The element of "a brief of the child's medical profile" where the parent has a quick access to the relevant data taken from the child's medical record.

The order of appearance is from the youngest to the elder child.
The frequency of the periodic appointment is mostly determined by the child's age.

Exploration experience at the home screen