Patients with family members currently had separate accounts on the virtual care health platform. How do we optimize their experience of handling multiple accounts for their family?
Includes FIgma file, prototype & research findings.
Role: Product Designer, UX researcher, UI, Design system creator
Tools: Figma
Prototype & Figma file
Audrey has two patient accounts on the virtual healthcare software platform, one for herself and one for her daughter Cassandra . Audrey is frustrated with having to constantly have to log in and log out to access the account for info, editing and booking appointments. This sometimes leads to booking an appointment for the wrong user. She also has frustrations with the interface not being inclusive and not leaving room for her name preference or language.
In summary, Rocket Doctor created software to manage virtual healthcare clinics. The user roles are as follows: Staff, physicians and patients
For this problem, the roles that are affected are patient and staff. Thus, I focus on staff on desktop and patients on mobile.
Utilize the creation of the new design system to leverage the experience.
Ease and quick use for parents or guardians managing their dependent's accounts and staff navigating patient profiles.
Be inclusive with the ability for gender identity, name pronunciations
Discovery: UX research, interviews, surveys, competitor research
Define: Problem statement, Pain points, challenges, goals, persona
Ideate to Solution: Brainstorm, empathy map, user journey, sketches, wireframes
Prototype: Hi-fi & Prototypes
Test: Gather feedback, user test and more. May have to return back.
Handoff: Clean up and set up design for hand off, including leaving notes for devs
Based on 3 user interviews, 1 testing & observation to validate design decisions, create designs based on research and propose to stakeholders.
Inclusive
Patients have different gender identity than there birth
Inclusive
Don't always prefer their legal name to be used.
Patient: Ease of use
Family members require separate notifications, aka email, phone
Patient: Ease of use
Many teens don't want to book their own appointments but do want notifications.
Patient: Ease of use
Some patients are children and don't have an email or phone #
Staff: Inclusivity
Staff have trouble pronouncing patient names correctly
Staff: Ease
The location of alerts, booking appointments and a few more are slowing down staff
Staff: Ease
Files should be attached to appointments and state what type of file
Staff member
34
Bio
Conner has worked at RD for 3 years. He's always comes off as a friendly and caring person.
Pain Points
Frustrations
"Being able to provide and recieve information quickly is very important"
Patient
42
Bio
Addy is a photographer and a mom of two and is always on the go.
Pain Points
Frustrations
"It's tedious to go back and forth between accounts. Why can't I just have one?"
Family Member
Bio
Cass is incrediably smart and she tends to still be a shy person.
Pain Points
Frustrations
"I want my account but I don't want to book appointments"
Competitors often ask the user 'Are you booking for themselves or someone else' in the booking flow instead of the patient profile.
For the scope of this project, this will also be located on the patient page, where we give the ability to add a family member to the parent account right away.
Previous account holders still need to benefit from this feature. Thus, we provide a flow for parents or guardians to add their separate existing dependents accounts to theirs -but only through a staff member to protect patient information.
Why blue & monochormes?.
Blue is often used in the pharmarcy & medicine industry. For this decision, I've decided to
remain within that mold.
In virtual health care, it's so important to gain trust, as it's still new. That's why we're staying within that mold, as the color has already built trust. In addition, the owners currenlty use blue, thus it's better for branding to remain close to it's current colors.
With a more professional apperance, yet still friendliness with the light colors representing a
blue sky and roundness.
My font choice is geometric as it geometric fonts are known to appear more
friendly. I chose bigger font especially for mobile as multitude of users at various of ages and
needs will be using it.
The UI below is of my own design system creation as well. This flow follows the staff's process to adding an exsisting and new family member. The big large pink big dot is to show where the user clicks.
A. In order for appointments to be solved more quickly, and have better access, I've
moved it onto the dashboard.
B. Renamed calender to schedule because it's main purpose is to schedule patients
or help providers schedule their availability.
A. Resolves staff members wanting to see age under birthday as well
A. Relocated alerts from the bottom of the patient profile to the top as staff
requested
B. Quick view & access to appointments
C. Inclusivity: Sex assigned at birth, gender & pronouns added
D. Edit is now under the 3 dot menu, and patient information is not all in
textboxes
- Adding a family member is in development
- Gender Identity and gender, pronouns has been added which has left patients happier
- Patient profile has been updated in the current design system but using the same UX
- Staff enjoy being able to read a patient profile quickly
- Files now do include categories and associating with appointments is in the workshops
- The value of doing multiple test with current staff of the userflow helped create a userflow that made them happy
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