NINA YU

Resume

NINA YU

Resume

NINA YU

Physical–Digital Systems

Service Design

Rapid-Response Care Design

Providing clear first-aid guidance at large public events

Client

Academic Project (UC San Diego)

Duration

5 weeks

Tools

Figma, Procreate, Inkscape, Laser Cutting, Physical Prototyping (Plywood)

My Role

Prototyping Lead – conceptualization, user research, field observation, kiosk design (physical + digital), wireframing, low-fidelity and high-fidelity prototyping, branding

Challenge

Entertainment venues like festivals and stadiums attract large crowds, but medical support is often delayed due to long lines, confusion, and limited first-aid knowledge. This makes it difficult for attendees to respond quickly to both minor injuries and urgent situations.

oPportunity

Design a centralized, self-serve first-aid system that provides immediate support for minor injuries, access to emergency supplies, and clear pathways to escalate care when needed.

Physical–Digital Systems

Service Design

Rapid-Response Care Design

Providing clear first-aid guidance at large public events

Client

Academic Project (UC San Diego)

Duration

5 weeks

Tools

Figma, Procreate, Inkscape, Laser Cutting, Physical Prototyping (Plywood)

My Role

Prototyping Lead – conceptualization, user research, field observation, kiosk design (physical + digital), wireframing, low-fidelity and high-fidelity prototyping, branding

Challenge

Entertainment venues like festivals and stadiums attract large crowds, but medical support is often delayed due to long lines, confusion, and limited first-aid knowledge. This makes it difficult for attendees to respond quickly to both minor injuries and urgent situations.

oPportunity

Design a centralized, self-serve first-aid system that provides immediate support for minor injuries, access to emergency supplies, and clear pathways to escalate care when needed.

Physical–Digital Systems

Service Design

Rapid-Response Care Design

Providing clear first-aid guidance at large public events

Client

Academic Project (UC San Diego)

Duration

5 weeks

Tools

Figma, Procreate, Inkscape, Laser Cutting, Physical Prototyping (Plywood)

My Role

Prototyping Lead – conceptualization, user research, field observation, kiosk design (physical + digital), wireframing, low-fidelity and high-fidelity prototyping, branding

Challenge

Entertainment venues like festivals and stadiums attract large crowds, but medical support is often delayed due to long lines, confusion, and limited first-aid knowledge. This makes it difficult for attendees to respond quickly to both minor injuries and urgent situations.

oPportunity

Design a centralized, self-serve first-aid system that provides immediate support for minor injuries, access to emergency supplies, and clear pathways to escalate care when needed.

Physical–Digital Systems

Service Design

Rapid-Response Care Design

Providing clear first-aid guidance at large public events

Client

Academic Project (UC San Diego)

Duration

5 weeks

Tools

Figma, Procreate, Inkscape, Laser Cutting, Physical Prototyping (Plywood)

My Role

Prototyping Lead – conceptualization, user research, field observation, kiosk design (physical + digital), wireframing, low-fidelity and high-fidelity prototyping, branding

Challenge

Entertainment venues like festivals and stadiums attract large crowds, but medical support is often delayed due to long lines, confusion, and limited first-aid knowledge. This makes it difficult for attendees to respond quickly to both minor injuries and urgent situations.

oPportunity

Design a centralized, self-serve first-aid system that provides immediate support for minor injuries, access to emergency supplies, and clear pathways to escalate care when needed.

Part 1: Problem Exploration

Secondary Research

Our secondary research revealed the significant health risks associated with entertainment venues and highlighted the urgency of accessible, on-site medical support . Over a 10-year period:

70,000

people seriously injured, and

232 died

at approximately 300 outdoor music festivals.

70,000

people seriously injured, and

232 died

at approximately 300 outdoor music festivals.

70,000

people seriously injured, and

232 died

at approximately 300 outdoor music festivals.

70,000

people seriously injured, and

232 died

at approximately 300 outdoor music festivals.

60%

of festival-goers reported consuming drugs or alcohol.

6 in 10

fentanyl-laced pills contain a potentially lethal dose.

60%

of festival-goers reported consuming drugs or alcohol.

6 in 10

fentanyl-laced pills contain a potentially lethal dose.

60%

of festival-goers reported consuming drugs or alcohol.

6 in 10

fentanyl-laced pills contain a potentially lethal dose.

60%

of festival-goers reported consuming drugs or alcohol.

6 in 10

fentanyl-laced pills contain a potentially lethal dose.

primary Research

To better understand the user perspective, I created the following user personas of festival goers and storyboards illustrating common scenarios such as dehydration, minor injuries, or confusion during medical emergencies.

Persona #1: Kevin

Persona #2: Tiffany

Storyboard #1: Kevin

Storyboard #2: Tiffany

User Interviews Affinity Mapping

We conducted 5 interviews focusing on users’ first-hand experiences and their reactions to the storyboard situations. My affinity mapping surfaced these insights:


4/5 participants stated exhaustion and dehydration as the most common issues at festivals

4/5 participants stated exhaustion and dehydration as the most common issues at festivals

4/5 participants stated exhaustion and dehydration as the most common issues at festivals

4/5 participants stated exhaustion and dehydration as the most common issues at festivals

4/5 participants expressed awareness of staff medical tents for assistance, but 4/5 also noted help is often delayed due to crowds and long lines

4/5 participants expressed awareness of staff medical tents for assistance, but 4/5 also noted help is often delayed due to crowds and long lines

4/5 participants expressed awareness of staff medical tents for assistance, but 4/5 also noted help is often delayed due to crowds and long lines

4/5 participants expressed awareness of staff medical tents for assistance, but 4/5 also noted help is often delayed due to crowds and long lines

4/5 participants stated having basic first-aid knowledge, but 3/5 were unfamiliar with available medical services at events

4/5 participants stated having basic first-aid knowledge, but 3/5 were unfamiliar with available medical services at events

4/5 participants stated having basic first-aid knowledge, but 3/5 were unfamiliar with available medical services at events

4/5 participants stated having basic first-aid knowledge, but 3/5 were unfamiliar with available medical services at events


The most common features that users wanted:

  • Users want step-by-step guidance (visuals/videos).

  • Clear item descriptions with clear labels.

  • A searchable interface to quickly find items.

  • A simple way to contact emergency services.

Problem Statement

Large events often face long wait times for medical aid, overcrowded staff tents, and attendees unprepared for emergencies. How might we enable quick, self-guided access to first aid in high-traffic environments?

Part 2: Design Solution

Our research findings identified a need for a solution that offers quick, autonomous access to essential medical resources. To address this, we proposed implementing a self-service kiosk system.


Self-service kiosks have been shown to significantly enhance efficiency and speed for straightforward tasks, particularly when individuals are aware of their specific needs. For instance, a study by American Express found that 60% of customers opt for self-service tools for simple tasks over talking to live representatives.  Additionally, research indicates that kiosks can reduce customer wait times by as much as 40%, allowing users to complete their transactions quickly and efficiently.


By implementing a kiosk solution, Relief Hub empowers individuals to access first aid resources promptly and autonomously, reducing wait times and alleviating pressure on event staff. This approach not only streamlines the process of obtaining necessary assistance but also aligns with the growing consumer preference for self-service options in high-traffic environments.

Field Observations

Petco Park Field Observations

Due to logistical limitations, we selected Petco Park, a major sports stadium, as our observational site. Though not a music festival venue, it mirrors many conditions we were designing for: large crowds, high foot traffic, noise, and long walking distances. Our goal was to understand how physical constraints, traffic flow, and environment could affect kiosk usability and placement.

We identified several strategic placement zones for the kiosk:

  • Near exits and restrooms for accessibility

  • Along less crowded paths to avoid congestion

  • Near rest areas, where users could take time to assess symptoms

Early Concepts

My Concept Sketches

I created early concept sketches to explore the kiosk’s form and features, focusing on visibility and accessibility.

  • Tall frame with clear medical signage.

  • Privacy side panels for sensitive use.

  • Reachable screens and dispensers for all users

  • Minimal, intuitive interface for fast navigation

Physical Prototype

Mini Material Test Prototypes

Final Prototype Wrapping Process

To prepare for final fabrication, I created several small-scale material test prototypes. These mini models helped us evaluate laser cutting settings and joint measurements.

Due to material and space limitations, we were restricted from constructing the entire kiosk structure. Instead, we focused on building the key interaction areas: the touchscreen zone, item dispenser slots, and payment section.


The final prototype was made collaboratively using plywood. Due to limited resources, we wrapped the structure in thick paper stock to mimic the appearance of a polished metal kiosk. An iPad was installed in the screen area to simulate the touchscreen interface during demonstrations.

Digital Prototype

My User Flow

User Flows
Collaboratively, we designed two clear paths to support both quick access and guided help, while ensuring emergencies could be escalated when needed:

  • Search Flow: Quickly look up a specific item and add it to the cart.

  • Questionnaire Flow: Answer short, symptom-based questions (e.g., dehydration, heat exhaustion, minor injuries) to receive recommended products. If answers indicate a severe condition, the system prompts the user to press the physical emergency button for immediate help.


Emergency Access

  • A dedicated physical button on the kiosk allows anyone to call for emergency assistance instantly, bypassing the interface.


Checkout

  • For higher-risk items (e.g., Narcan), a warning disclaimer appears before purchase.

  • After checkout, a QR code provides step-by-step usage instructions accessible on mobile.

Lofi User Flow

We conducted user testing with four interview participants using our low-fidelity prototype. Each participant was given three tasks:

  1. (Locate an item using the Search Flow)


    "You are at a music festival and feel dehydrated. Use the kiosk to find and purchase something that can help with your symptoms."

  1. (Get product recommendations using the Questionnaire Flow)


    "Buy a pack of bandaids and pay using your preferred payment method."

  1. (Get treatment during an emergency)


    "You see someone experiencing a suspected overdose and need Narcan immediately. Find and retrieve Narcan from the kiosk as quickly as possible."

Findings

Lofi User Flow

4/4 participants were able to successfully complete the three tasks. However, we noticed the following issues:


  • Search: Quick and easy, but poorly discoverable → users wanted it prioritized.

  • Emergency: No clear guidance on what to do in an emergency situation.

  • Items: Needed clearer information (usage, dosage).

  • Questionnaire: Too long and stressful in urgent situations.



4/4 participants were able to successfully complete the three tasks. However, we noticed the following issues:


  • Search: Quick and easy, but poorly discoverable → users wanted it prioritized.

  • Emergency: No clear guidance on what to do in an emergency situation.

  • Items: Needed clearer information (usage, dosage).

  • Questionnaire: Too long and stressful in urgent situations.

Refinements

Before

After

Prioritized Search: Moved the search bar above the questionnaire for better visibility and ease of access.

Before

After

Clear Emergency Guidance: Added step-by-step prompts for emergency actions and next steps.

Before

After

Clearer Product Info: Surfaced usage instructions in product descriptions, giving users clearer guidance in selection process

Before

After

Questionnaire: Reordered with critical questions first (e.g., responsiveness, substance use), for effiency in emergencies.

Branding

As a team, we intentionally crafted Relief Hub’s branding to balance urgency with reassurance. We chose a bold red palette to signal safety and essential care, softened with neutrals to feel clean and calming. Strong sans-serif typography supports clarity and responsiveness in high-stress contexts, while our cross-shaped bandage logo creates an efficient, reliable symbol that can be quickly recognized in crowded environments.

Final Prototype

Part 3: Future Directions

Next Steps

With more time and resources, our team would focus on refining usability and stress-response:


  • Conduct additional user testing to validate flows.

  • Streamline the questionnaire to minimize length and reduce pressure in urgent use.

  • Reframe symptom guidance into a faster, search-driven experience.

  • Provide a clearer, more direct path for emergency escalation.

Takeaways

This project highlighted the challenges of designing for urgency and the value of iteration:

  • Simplicity and clarity are essential when users are under stress.

  • User research revealed how stress levels and discoverability gaps directly affect usability.

  • Iteration refined flows for both inexperienced users and high-pressure scenarios.

  • Prototyping validated kiosk presence and spatial accessibility, even with resource limits.

Check Out My Other Work!

Because one project is never enough 👀

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