User Experience Design Objectives

User Experience Problem:

PCV's have little confidence that their requests were received and they have no insight into when or how it will be fulfilled, since there are three different methods that a PCMO rely on to fulfill requests. The lack of confidence results in a set of behavior that causes inefficiencies in time management and adds to the complexity of the PCMO's role.

• a) PCV's will submit the same request multiple times using multiple different channels each time over a relatively short period of time.
• b) PCV's may not make a request and then just show up unannounced at a field office to pick up their medication.

PCMO's are frustrated and overwhelmed by the sheer volume of requests and spend way too much time administering to this task which takes time away from other important job duties. Since they also act as the RN on call they would like to spend more time helping their volunteers then combing through email, faxes and phone call requests. Their frustration and lack of technical support in this area results in a set of behavior that is not helpful to the PCV's

• a) They spend way too much time filtering out and deducing requests which increases turn around time.
• b) They tend not to track requests since the only way to do that now is via paper or excel spreadsheet.
• c) Increase the chances of losing a request.

It is evident that PCMO's and PCV's initially need a tracking system for requests and an automated communication loop that allows everyone timely insight into the status of a request. Most importantly this system should be able to operate in areas of the world where internet connectivity is scarce and that the main mode of communication is SMS.

Design Objectives:

• 1. Build trust and confidence between PCV's and PCMO's that a request will be fulfilled in a timely manner.
• 2. Provide appropriate turn around times for requests.
• 3. PCV's and PCMO's will have insight into the status and method of order fulfillment.
• 4. Drastically reduce duplicate requests.
• 5. Allow Peace Corps insight into ordering behavior and quickly identify trouble spots.