A diary study on shift workers and appointments
Two weeks of diaries from 16 shift workers revealed when and how they actually manage their health.
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A closer look at the work
The problem
Booking tools assumed office hours. Nurses, drivers and warehouse staff rarely had a free moment between nine and five.
What needed to be done
Learn how people on irregular schedules fit healthcare into their week.
How the right problem was found
Sixteen participants logged moments when they thought about booking, what interrupted them and what they did instead. A follow-up survey of 240 people checked that the patterns held more widely. The strongest finding was that decisions happened late at night but booking systems closed.
The outcome, measured
The team extended online booking to all hours and added a "request a time" option for the rest.
- 16
- Diary participants
- 240
- Survey responses
- +34%
- Evening and night bookings
Skills and tools
Methods
SurveysDiary studies
Tools
Dovetail