UX Case study : Understanding a wicked problem, the French Public Healthcare system

Picture by @jonathanborba : https://unsplash.com/photos/dJzJkNdp9wc

1. Overview

2. Problem Statement

3. Users & Audience

4. Roles & Responsibilities

The Team

What was my specific role?

How did I collaborate with the rest of the team?

5. Scope & Constraints

  • We had to think about the Public Health System at a very special time: during the covid crisis. We had to take into account the flaws revealed by this crisis, but also think about the fact that our present does not reflect the situation as it is outside of a health crisis.
  • We had to succeed in interviewing the people who are experiencing the greatest difficulties and facing the worst problems, but in covid times, these people are busy saving lives so we could not interview them.
  • We carried out each step of this research as a team, and in a very limited time. There were a lot of debates and we had to shorten them quickly so we didn’t fall behind.

6. Our process

Secondary Research

What were the insights?

  • lack of beds, especially for intensive care
  • lack of budget
  • lack of digital and material tools
  • lack of healthcare workers
  • disorganization
  • lack of communication between reality and government, between professionals because of a lack of time, and between patients and professionals, also because of a lack of time
  • inequality in the access to Public Healthcare because of medical desert in the countryside (hard to find specialists)
  • low salaries
  • overload
  • burn out
  • mental health greatly damaged for professionals and patients

Primary Research

What are the insights from primary research ?

Affinity diagram

  • Digitalization
  • Covid
  • Inequalities
  • Organization
  • Psychological support
  • Material and financial problems
  • Training
  • speed up patient management in the event of a health crisis such as the covid crisis,
  • it would facilitate communication between caregivers and from caregiver to patient
  • and thus improve the geographical inequality of access to care
  • it would improve organization
  • it would relieve the already overburdened mind of caregivers,
  • provide a material solution in an environment lacking modern tools,
  • and, to finish, it would facilitate access to information and perhaps free up time for training.

The Persona

Picture by @bermixstudio: https://unsplash.com/photos/yWYiNNK_tOI

User Journey


7. Outcomes & Lessons

Our solution

Drawings by Eloïse Merian


Knowing when to vote

How to stay on course

My teammates are also on Medium!




UX/UI Designer, cinephile, author, singer and pastry fan

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UX/UI Designer, cinephile, author, singer and pastry fan

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