Figuring Out Buyer Behavior No. 1

Interview 1:
Need Awareness:

• When: I recognize I have this need the most when I am waiting at the hospital for much longer periods of time. It is when I have waited for more than 2 or 3 hours and have not been checked in on. 
• How: I recognize this need because I am not spoken to or follow-up on with regards to the wait time in the hospital. This need presents itself very clearly in my lack of knowledge of what is happening next in the process of getting my paperwork processed or my diagnosis completed. There is no "pizza tracker" for me to see the process of me entering in as a patient and where I am currently in that process. 
• Where: I recognize this need in any hospital ER the most, or any service, similar to a government provided one, where the communication is poor and the process is slow. 

The first thing I do when I have this need is contact the front desk and ask them about the time and circumstances. 

Interview 2:

Need Awareness:

• When: I become aware of this problem when I am in a slow and inefficient hospital ER room. 
• How: This need comes to me because no one has checked in on me and I've realized I've waited for more than several hours with not much of an acknowledgement from the staff of the very slow wait time. No specifics are given as to where I am in this process or what the plan is to get me out of there as soon as possible. I especially notice it because of the condition of the patient I was with. She could have died if they waited for too long. 
• Where: I experience this mostly in the hospital ER, maybe some times at another location, but not really (other than a Dr.'s office).

The first thing I do when I experience this wait is contact the front desk and see how much longer, or reiterate my need to be seen.
Interview 3:

Need Awareness:

• When: I become aware of this need when I am in the ER and when I am in a condition that cannot wait very long. I especially noticed this when the office themselves had informed me to be there earlier intentionally, and yet still had me wait over an hour before I was seen. When they themselves told me to come early. 
• How: I recognize this through the waiting I do and by noticing other patients being admitted before me. 
• Where: I notice this mainly at the ER or Dr.'s office, not really anywhere else. 

I could not do much to find a solution to this problem, but I would have talked to the front desk assistant to see what could be done to expedite the process. And let them know I got there early and have been waiting this long. 

Summary and Conclusions:

These interviews show that communication between the front desk of the ER and the patients is vital. This should be a point of focus for the application I am developing. Also, it is clear that people who experience this problem are in need of an update in real time of their wait and of their place in the overall admittance/service process. This segment understands their need but is not very good in their information searching. They are lacking in this area and further information research needs to be done.