A large health system wanted to improve the patient experience for new patients scheduling their first appointment. The company brought me in as the lead designer to conduct user research, sketch and validate concepts, and create detailed UI design for a patient-facing and staff-facing application.
The innovation group received an overwhelmingly positive response from top leadership (ie. COO of the health system) and recognition in the system’s “state of the health system” address. The group secured additional funding to build towards their vision for unified care.
The MVP is underway with a release date of May 2020 with metrics towards reducing time from referral received to appointment scheduled.
When a patient is referred to a new health system, their goal is to schedule their first appointment as quickly as possible to get the care they need. Unfortunately, many patients come up against painful scheduling inefficiencies and unclear patient expectations.
This leads to:
"This hospital system is like the DMV on steroids" -Patient
Timely access is a critical need for patients. All too often, patients are frustrated by their initial interactions to get scheduled for their first appointment — a process that today is primarily conducted by phone, fax, and hindered by delays and missed communications.
We met with stakeholders to get a better understanding of current state and success metrics.
At the time of this research, the health system was consistently falling short of their target for getting patients scheduled.
Other important metrics included:
We met with three health practices and one patient group to understand the current patient experience.
Through research, we created proto-personas to represent our main users and clarify their goals and motivation.
Synthesizing the research into an experience map allowed us to concurrently illustrate what steps, feelings, and pain points were occurring for the referral coordinators and patients.
From there, we prioritized pain points with business stakeholders, end users, and the product team. This surfaced two key issues:
The following journey map demonstrates where the pain points occur:
We imagined what the experience could look like if we offered key digital touch points throughout the workflow:
A storyboard illustrated the high-level ideal patient experience.
In reviewing with the team and stakeholders, we focused on the following key activities and features. The experience should:
We collaboratively sketched. From there, I explored a few lo-fidelity options:
We tracked the following metrics when user testing:
We reviewed concepts with patient and staff.
The key issues we identified after research were the lack of transparency and lack of patient empowerment throughout the appointment scheduling workflow. Below, you can find decisions made to address both issues.
Showing progress is important so that the patient can feel confident they are in good hands.
Examples include communicating next steps in each text message update and using in-app progress indicators.
Empowering patients means that they can take action on their care.
An example of this is enabling patients to upload their latest insurance information.
I worked closely with the remote frontend engineer to deliver a pixel perfect patient application experience. Below is a part of the styleguide created in Figma and used for implementation: