Future Healthcare Appointing Experience

Affordable Healthcare to all Californians

The objective of this project is to envision an improved future-state healthcare digital appointing experience for users/consumers

04
Reducing dead end scenario throughout the journey

03
Improving the appointing experience to be more personalized

02
Increasing the usage of online booking tool

01
Reducing call volume for scheduling appointments

Project Objective

Design Research

In the beginning, our team assessed existing digital touch points across the appointing journey based on defined  heuristic criteria to identify  usability issues.

Next, we incorporated our UX assessment with client’s stakeholder interview results to uncover 7 key opportunities to improve the current state experience. We then created a journey map which highlighted user needs and pain points throughout  different stages of the journey.

Research Insights / Key opportunities

Co-Creation Workshop

The objective of this workshop is to bring together regional stakeholders, members and digital experience designers to define the future appointing experience. In the workshop, we shared our design research results and facilitated a series of collaborative exercises with our client.

Service Concept Playbook

After the workshop, our team revised and prioritized 8 concepts. For each concept, we brokedown the requirements list which included the data sources required to bring this concept to life.

Concept Overview
Concept Detail

User flows & Wireframes

Our team created two user flows which included all core concepts. We reduced appointing steps from 12 steps to 5 steps, and enabled multi-appointment booking.

  • 1.
    User can opens up a list of common appointment reasons and/or symptoms to select from. Or user can use the free form text field to type in the symptoms and Natural language processing would pick up key words entered by user and tailor subsequent triage questions accordingly. NLP would also flag and escalate members based on ‘red flag’ words
  • 2.
    System must be able to recognize which appointments can be booked online by region and guide member accordingly
  • 3.
    Recommended appointment tags based on member profile would populate at the bottom of this text box.
  • 4.
    Personalized message explains why member is receiving specific path to care recommendation
  • 5.
    If the inputs on the (prior) Reason For Visit page allowed for both in-person or virtual visits, the channel that is soonest available would be recommended and the other options would also be displayed on this page.
  • 6.
    If the next available appointment is too far away, chatbot will suggest additional ways for members to contact with a provider, so member can ask questions if they need before the appointment
  • 7.
    Personalized message explains why member is receiving specific path to care recommendation
  • 8.
    Differentiate primary care provider on results screen given this is an appointment type and a business priority to route through PCP. 
  • 9.
    Ability to select back to back time slots

Get in Touch

Jeanyang21@gmail.com