Problem to solve
Patients needed a way to understand that by adding their already required phone number, they would now receive text messages about their visit.
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:
Patients needed a way to understand that by adding their already required phone number, they would now receive text messages about their visit.
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
Task
I was tasked with creating a user experience that made text messages required. I created high fidelity screens in Figma that I delivered as the official hand off. Throughout the process, I worked closely with a content strategist.
I was tasked with creating a user experience that made text messages required. I created high fidelity screens in Figma that I delivered as the official hand off. Throughout the process, I worked closely with a content strategist.
Considerations
Because this content was provided by the legal team, our content strategist stayed in frequent communication with legal to ensure the content covered the bases.
Because this content was provided by the legal team, our content strategist stayed in frequent communication with legal to ensure the content covered the bases.
Solution
Reconfigure the content placement to adjust to the changes.
Reconfigure the content placement to adjust to the changes.
- Move the paragraph above the divider line to associate it with the phone number input.
- Pull any content relevant to the voice message opt in out of the paragraph and into the opt in checkbox content.
|
|
Future considerations
When we sent the designs with content to the legal team, they came back with one adjustment.
When we sent the designs with content to the legal team, they came back with one adjustment.
|
Version sent to legal:
By giving your phone number, you agree to text messages about this and follow-up visits |
Adjustment to make:
By giving your phone number, you agree to automated calls to and text messages about this and follow-up visits |
With automated calls and voice messages both being a type of message from a call, we didn't know if this would cause confusion amongst patients. I personally didn't even know the difference. I found out that automated calls are messages from a robot, while voice messages would come from the provider themselves. Would others know this too?
- We recommended tracking analytics to see if there was a pause or drop off at this stage.
- We recommended utilizing the qualitative data platform to see if this was ever mentioned as a pain point.
- We recommended making this information for transparent by explaining what automated calls and voice messages are. For example: Opt in to get voice messages from a provider (optional)