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Affinity Mapping

I conducted one-on-one user interviews to identify key themes, patterns, and pain points. 

Joan Hama

66 years old

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Hannah Braaksma

Mother of a 4-month-old

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Patricia Wilson

64 years old

Joan Hama from West Kelowna, B.C., said her colon ruptured while she was waiting for a colonoscopy several years ago. After going for a regular check-up in July 2016, her doctor recommended she have a colonoscopy done within two months.

 

After a delay in booking the procedure, Hama was able to schedule an appointment for Nov. 10, 2016. However, her colon burst two days before the procedure.

 

“I didn't know what was going on, I just knew I was in a lot of pain,” she told CTV National News. “I ended up going to emergency in Kelowna, and I drove myself because I didn't know what else to do.”

 

Hama underwent emergency surgery, during which she went into septic shock, she said. During the surgery, doctors had to resuscitate her several times.

 

“The surgeon had indicated that 85 per cent of people don't make it through that,” she said, referring to the severe sepsis she developed. “We need to do something in British Columbia and I think probably throughout Canada about these wait times.”

Hannah Braaksma’s son, Barrett, was born with a severe heart defect known as pulmonary atresia. As a result of the condition, doctors said Barrett might require open-heart surgery soon after birth, said Braaksma, who lives in Mission, B.C.

 

However, Barrett is now 14 months old and still has not been admitted for surgery. Part of the reason behind this is the surge in children currently being admitted to BC Children’s Hospital, she said.

 

“They told me by six months, he needs that surgery,” Braaksma told CTV National News’ Heather Wright last week. “And then it just kept getting postponed … before they cancelled and said that they didn't have the equipment that they needed for it and also just the lack of staff.”

Patricia Wilson said she has been waiting for pelvic reconstruction surgery for two years now, having been diagnosed with pelvic prolapse in September 2020.

 

“I lived and worked with daily pain since the start of this demoralizing experience,” the 64-year-old wrote in an email to CTVNews.ca on Dec. 13. “I haven’t had a normal night's sleep since the diagnosis.”

 

Wilson has been told the delay is due to staffing shortages among nurses(opens in a new tab). Although she was promised surgery this fall, the Ottawa resident has not yet been given a date for her procedure, she said. After visiting another doctor for a second opinion, Wilson said she was told she may need to wait at least one more year.

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“We're not in a life-threatening situation but are in pain and suffering for months,” Wilson told CTV National News last week, referring to Canadians waiting for non-urgent surgeries. “I want my life back … it just takes over your life.”

Experience Mapping

Here, I have mapped Sarah's journey to discovering the app. This will help me as a designer to empathize with my persona and identify the key challenges/pain points.

Beginning
Copy of ·Introduction - a brief summary describing what the research is about, providing b
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Copy of ·Introduction - a brief summary describing what the research is about, providing b
End
Copy of ·Introduction - a brief summary describing what the research is about, providing b
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