Scheduling visits
Provider-based scheduling, provide a way for patients to schedule a mental health counseling visit based on providers they connect with.
Additional information
Research: I led a card sorting activity that narrowed down 180 self reported specialties to 12 total.
Close collaborations:
End delivery:
Tools:
Consider the complexities:
Close collaborations:
- Product team to ensure product met business goals
- Architects for API mapping of specialties
- Discovery and Services design team who owned the service page
- Clinical team to align on provided information
End delivery:
- High fidelity screens in mobile, desktop, and tablet
- Annotations on differentiation between mental health scheduling flow versus normal scheduling flows
Tools:
- Handed off work in Figma
- Led card sorting in Miro
- Presented work in Microsoft PowerPoint
- Documented feature notes in Rally
Consider the complexities:
- One location has multiple licensed therapists
- The location is fully booked and there are no nearby clinics
- The location is fully booked and there are nearby clinics
- One licensed therapist is full booked, but the other therapist at the location is available
Account for inventory during patient scheduling, while patients were scheduling, they needed to be notified if the inventory was out of stock and a way to continue moving forward without getting blocked.
Additional information
Close collaborations:
End delivery:
Tools:
Consider the complexities:
- Product team to ensure product met business goals
- Engineering for technical limitations
- Designers that worked on a previous inventory checker outside of scheduling
- Content strategist & accessibility designer throughout entire process
End delivery:
- High fidelity screens in mobile, desktop, and tablet
- Annotations on differentiation between mental health scheduling flow versus normal scheduling flows
Tools:
- Designed low fidelity screens in Figma
- Designed high fidelity & handed off work in Figma
- Documented feature notes in Rally
Consider the complexities:
- Different vaccines and shots required different options
- General vaccines - provide a way for the patient to select which vaccine they want to get, account for Medicare part D experience
- Flu shots - provide questions because people with allergies to eggs and/or are pregnant can only receive certain brands of flu shots.
- Covid vaccines - provide brand specific availability
- Pneumonia shot - is age specific
- Patients within a certain age range using Medicare Part D needed to be directed to the pharmacy when scheduling Hepatitis A Shingles (herpes zoster), Td (tetanus, diptheria), or Tdap (tetanus, diptheria, pertussis). What if they don't know which type of Medicare they have?
- People with allergies to eggs and/or are pregnant can only receive certain brands of flu shots. Questions were required to get this information.
- Capture vaccine availability & general eligibility:
- The vaccine is out of stock without any nearby clinics
- The vaccine is in stock with nearby clinics
- The patient is not eligible for this vaccine due to
- age
- having had one in under a year
- Make sure patients understand that this does not reserve a vaccine. There was a chance that the vaccine could become out of stock. (The technical team explained that the system only knows if a vaccine is out of stock. It does not know if the stock is low. We needed to.)
Check in experience
It's too early to check in, patient is waiting to check in for inventory during patient scheduling, this experience is called the 'while you wait to check in' (WYW to check in). These are the instances patients may see while they are waiting to check in and the check in button is disabled. Take a deep dive into this experience in my case study.
It is time for the patient to check in, when it's time for the patient to checkin, patients are shown one of the following screens.
The patient has checked in and is waiting to be seen, this experience is called 'while you wait to be seen' (WYW to be seen). Patients are brought to this experience if:
- a patient forgoes the 'too early to check in' experience all together
- a patient did not fill out any tasks prior to checking in
The patient has checked in, is waiting to be seen, and has already completed tasks, this is a variation of the 'while you wait to be seen' (WYW to be seen). Patients are brought to this experience if they completed at least 1 task prior to this page.
Optimizing mobile checkin, for this feature, I was tasked with analyzing quantitative and qualitative data for the existing check in flow and find opportunities to increase the amount of people using mobile checkin.
Forms & consents
Requiring consent to receive text messages, when booking a visit, text messages were originally optional. I was tasked creating a user experience that made text messages required. I delivered high fidelity screens as the official hand off.
Additional information
Opting in to receive text messages used to be optional for patients. The business team's initiative was to require patients to get text messages for a number of reasons:
- increase the number of patients getting text messages due to a low opt in rate
- veer patients away from using the kiosk and begin checking in from their mobile devices
- set ourselves up for future features such as a patient wait list and location services checkin
- allow patients and easier path to cancel or reschedule their visits
- remind patients to complete any forms required for their visit
Digitizing consents, my team and I were tasked with seamlessly adding a former paper consent form into the digital experience. In the consent, patients acknowledged that sports physicals were not covered by insurance and they would need to pay out of pocket.
Additional information
The intricacies of this form included:
- determine where the form will go without impacting the set progress bar
- provide an experience for patients only getting the sports physical as well as patients who added on a vaccine at the checkout
- understand the 'save as you go' experience that was currently being developed
- account for August discounts where the price changed
