We made visits to multiple planned parenthood clinics in the city and conducted interviews with people who had used or were currently using the service. To help us better understand the space and stakeholders invovled with planned parenthood we created an ecosystem map. 

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The team then did a round of prototyping using business origami to iterate on different clinic layouts. This helped us quickly get a sense of what would be the ideal flow for the new experience.

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For the final prototype, we created multiple touchpoints to help create a better waiting and check in experience. The layout of the space itself was given a lot of consideration, making seating back to back and adding plants to create a discreet, safe and welcoming feel. A large welcome screen placed in the front allows people who walk-in without an appointment to quickly check doctors availability and other relevant information. To check-in the user could either use an ipad at the clinic or check-in through the mobile application. To make the service more efficent - we created prep booklets that the user could fill in with information for the doctor while waiting to see the doctor.