scenario3

=** Language Barriers **=

**Scenario:**
Juniper Chen is a middle-aged woman who immigrated to Oakville, Ontario in December 2008. Coming from Taiwan and used to the hot, humid climate that her home country brings, Juniper is not adapting well to the cold, harsh weather in Ontario. Without proper winter attire to keep her warm, Juniper catches pneumonia and needs to see a doctor. Unfortunately, she is unable to travel downtown to visit a Chinese-speaking doctor and is forced to book an appointment with the local doctor residing in her neighbourhood. Juniper calls the doctor's office and has trouble understanding the automated system provided in the English language. She manages to get through to reception and proceeds to have difficulty trying to communicate with the secretary in English. Getting frustrated, Juniper hangs up the phone and goes back to bed. 
 * MOSCOW Approach:**

Must have-
 * Computer and Internet access to the online booking system
 * Health Card # and Password
 * Personal ID account for Health Central

Should have-
 * Option to search for doctors by last name and location
 * Confirmation e-mail confirming the details of the appointment sent to the health card holder's e-mail address
 * Automatic reminder notice e-mail sent to the health card holder's e-mail address one week before the scheduled appointment
 * Detailed directions on how to get to the selected doctor's office by car and/or bus

Could have-
 * The online booking system to become available in different languages to provide an ease of use for users that have trouble understanding English and/or French

Want to have but won't have-
 * Video Tutorials or User Guides provided in different languages that can help guide new users through the process of booking an appointment and using the features of the online booking system