In a collaborative effort to enhance participation rates, the Aikenhead Centre for Medical Discovery (ACMD) partnered with Swinburne University of Technology to conduct user research on the current testing process. The objective was to gather recommendations and design solutions to improve the existing service. This capstone project delved into the current systems, physical kit design, and target audiences, with a significant focus on identifying and mitigating the primary obstacles to user engagement.

"This project could potentially save 84,000 Australian lives over the next two decades if we increase participation from 4 in 10 to 6 in 10" (Cancer Council Victoria, 2023).

Our strategic approach revolved around implementing cost-effective solutions within the existing framework, prioritising incremental improvements over a complete system overhaul. Our objectives were delineated into key deliverables, including service design, redesigning the physical testing kit, and developing a new application design.

Enhancing Participation Rates
Our primary goal was to significantly boost the participation rate in the bowel cancer screening program, aiming for a substantial 20% increase.

Focus Points Current Success: The existing 40% participation rate indicated some success within the current system. Our objective was to build upon this achievement and make the screening process more accessible and appealing to a broader audience.

Cost-Efficient Solutions: Recognising the importance of resource optimisation, we emphasised the implementation of cost-efficient solutions within the current framework.

In our research endeavours, a diverse array of UX-based research methods were employed, each serving a unique purpose. Here's, a concise overview of the methods utilised and their impact on the outcomes of our project.

Peer Reviewed Research

When initially tasked with the assignment, our approach mirrored that of a competitor analysis. We aimed to examine how countries facing similar challenges achieved success. This method entailed a comprehensive search of peer-reviewed articles, enabling us to promptly gather credible data. With this approach, we could swiftly assess the feasibility of our ideas and assumptions, reinforcing them with empirical evidence and key data-driven metrics.

Card sorting was instrumental in structuring our initial ideas and arranging them into organised categories, laying a strong foundation for our subsequent explorations. It facilitated iterative brainstorming sessions, enabling continuous refinement of our ideas and aligning our understanding of the problem with evolving solutions. Through card sorting, we identified recurring patterns and commonalities in user research analysis, significantly assisting our decision-making process.

Empathy mapping triggered a pivotal shift in perspective, allowing us to gain a profound insight into our users' values and priorities. This method served as a guiding light in our system redesign efforts, ensuring our decisions resonated with the end users' experiences and emotions.

Journey mapping played a crucial role in identifying potential user journey irritants and paved the way for methodical enhancements. By deconstructing the process into manageable sections, we gained an objective view of opportunities and valuable insights into the user's perspective.

The creation of personas served as a grounding tool, ensuring our design was in harmony with the unique lifestyles and preferences of our participants. These personas influenced our design decisions, leading us to the realisation that contemporary brand design might not hold equal importance for all user demographics.

Prototyping emerged as a cornerstone for enhancing user flows, refining the application design, and optimisation of the physical kit. It enabled us to materialise and assess our ideas, rendering our design decisions more tangible.

Scenarios and storyboarding bridged the gap between theoretical concepts and real-world user experiences, enhancing the practical grounding of our designs. They provided visual representations that facilitated the identification of design gaps, ultimately ensuring comprehensive solutions.

User interviews was a pivotal role in our research by validating and reinforcing our assumptions through real user feedback. These interviews not only shifted our perspective but also provided the assurance that our assumptions from our research were on the right track.

Each of these UX methods significantly contributed to the success of our project by effectively connecting research insights with practical design and development. 

We divided tasks among team members after finalising the system requirements. My primary responsibility was the development of the digital application.

During the development process, we faced a critical decision regarding the platform for our system. We needed to consider the user base and the expected usage volume. After careful evaluation, we concluded that a web-based presence in the form of a website was more suitable than creating a downloadable application.

One of the primary challenges was how to seamlessly integrate our digital system with the software used by General Practitioners (GPs) and Pathology Labs. To address this, we first needed to gain a comprehensive understanding of the commonly used GP software systems, including Genie Solutions Software, Xestro, and Clintel (Staughton, 2023). These systems generally relied on pre-existing databases to manage patient information.

Having understood the GP side of the equation, our next step was to determine the most suitable organisational entity where our end user application could be logically situated. We explored hosting the application within the Australian Digital Health Agency (ADHA) but found it primarily served as a repository for health information rather than offering a comprehensive service. We also considered integrating our application into "My Health Record" via Digitalhealth.gov.au, but it primarily functioned as a patient record database.

After thorough research, we determined that the National Cancer Screening Register was the most appropriate location for our end user application. This choice was supported by the National Cancer Screening Register's existing Healthcare Provider Portal (National Cancer Screening Register, 2023b) and its ability to integrate with clinical software used by most healthcare practitioners (National Cancer Screening Register, 2023a). Even if direct integration was not feasible, they offered online access to retrieve information from the database (National Cancer Screening Register, 2023a). This decision streamlined the potential complexity of managing links with individual GPs and clinics using various software systems. Our digital solution, based on the barcode system, could then seamlessly integrate with the National Cancer Screening Register, improving usability across our diverse system touch points.

Once the requirements were defined, we used them as a foundation to create visual representations of crucial screens. These visualisations were based on the essential tasks users needed to perform within our application, guiding us in sketching key screens and determining the content for each screen and the overall application.

After several iterations and feedback from our team, we progressed to the development of our final prototype.

Originally, our application concept involved displaying results to users via the app only if they received a negative result. If a positive result emerged, users would be directed to contact their GP. However, further research led us to discover a proactive system in the Netherlands where GPs contacted patients in the event of a positive result (Bertels et al., 2019). Given our participants' desire for GP involvement, we decided it would be more beneficial for users to be contacted by a GP if their result was positive, reducing the stress associated with a positive result.

We implemented a secure login requiring the kit ID, contact number, and a verification code. A tracking system was included to provide real-time information about sample progress to reduce user anxiety.

Language pop-ups were integrated on the initial page for non-English speakers. Users can select their preferred language, triggering a translation for accessibility.

The digital form allows participants to update their details or complete the form as required. We request only essential information, including Kit ID, First Name, Last Name, Contact Number, and the date of sample completions. Users can specify their GP and how they received their kit.

This section addresses important user concerns and questions regarding bowel cancer, test timings, and risk reduction tips.

Users can choose between written and video instructions to accommodate various preferences. Written instructions are available in multiple languages.

Pathology lab drop-off locations are integrated with Australia Post to provide flexible options for users.

Our final application design priorities user-friendliness, inclusivity, and seamless navigation. It's a comprehensive, user-centric application aimed at enhancing the bowel cancer screening process.

We chose a web-based platform to cater to a wide audience, considering the existing software landscape used by GPs and Pathology Labs. Integration with the National Cancer Screening Register was determined to be the most effective solution. Our interface focuses on user experience, accessibility, and trust. It includes language support, intuitive design elements, secure login, real-time tracking, and personalised communication. Our aim is to foster proactive user engagement and streamline the screening process.

In summary, our project was guided by data-driven decisions that other countries had successfully employed to achieve a 60% participation rate in bowel cancer screening. Notably, our starting participation rate was at 40%, and key strategies such as GP involvement and a text messaging-based approach each suggested a potential increase of at least 17% in participation.

Additionally, by the end of the project, we successfully advocated for a reduction in the age range, expanding it to include individuals between 40 and 74 years. Our digital application was designed to complement the overall system, considering the specific needs of our target age range.

Our primary goal revolved around leveraging existing systems to enhance cost efficiency and implement new features within the current system. Extensive research, as presented in the final report, justified this approach.

As a designer with a strong visual background, I initially anticipated leaving a distinct visual mark on the project. However, through research and justified findings, we realised that aligning with the branding of the National Cancer Screening Register (NCSR) would yield the best project outcome. This shift allowed us to emphasise the content while prioritising efficiency in user tasks. The project subsequently focused more on solving usability problems with an objective orientation, which was highly rewarding as it veered away from subjective visual preferences.

In the context of a group assignment, akin to a volunteer program, our primary challenge was establishing a cohesive group dynamic. University semesters can mean different priorities for people, leading to varying levels of commitment. Recognising the importance of the project's success, I took on a leadership role, ensuring tasks were consistently on track and deliverables were submitted on time. This leadership approach ensured that team members who considered this project a priority had the opportunity to achieve a proud outcome for their final capstone project.

As part of the final assessment, we presented the project to representatives from the Aikenhead Centre for Medical Discovery (ACMD). Given that this was a university assignment, and the agreement with ACMD was based on a pro bono rate, they expressed a strong interest in implementing aspects of our project. We've learned that they are in the process of developing these ideas based on their review of our work. Consequently, the project's future may involve further collaboration with ACMD to bring these ideas to fruition, potentially making a positive impact on bowel cancer screening in the real world.

For a thorough review and summary of the entire process, kindly explore the "downloadable assets" or the "assets" section of this page, where you can access the comprehensive report encompassing various aspects, including the presentation of key UX research maps that were utilised and created for this project.