Summary
Over the course of fifteen months I worked as a UX lead to define and develop a virtual preventive care experience for patients. The experience launched in January 2024.
Context
Background
Annual Exams are a loaded phrase. There is a lot of miseducation about the purpose and payoff of completing an annual exam, and there is significant opportunity to support today’s virtual landscape. What if an annual exam could be completed using your phone?
My role: Senior UX Designer
Timeline: 15 months
Process
Defining a net-new product
As the lead UX designer on this project, I worked with stakeholders and our research lead to carve out some definition of what this product could be. This included contributing to a design sprint to foster collaboration between departments, stakeholders, and designers to dream up a working prototype.
Design Sprint
Design Sprint
Feature Workshops
With a prototype, and early feedback, I led a series of feature workshops across our org to figure out feasibility, gaps, and potential complications for the type of product and experience we wanted to build. These workshops were a starting point for our org partners to have discussions and bring a level of clarity to our product definition.
Design & Testing
As I started to design new features for this experience, I partnered with our research lead to host user feedback sessions to gain an understanding of how users will interact with our product. The insights guided us to make design decisions with clarity.
Solution
New Features
I worked with our online scheduling team to vet and test a new API that allowed our users to schedule multiple appointment types with the click of one button. While this sounds simple, it was quite complicated! Through this feature development we were able to take an office visit, and combine it with a labs visit to produce a seamless in-person experience for our users who needed follow-up care.
Wellness Plan
Working within an existing framework, I revised our acute wellness plan to offer our patients a visual indicator within a health pillar (ex Sleep). I also included a rules-based recommendation for users to highlight a doctor’s recommendation.
Successful Launch
This virtual care experience was launched successfully, initially with an MVP that was later revised for our public launch. The product was accepted by multiple insurance carriers as a viable preventive care experience, and has led the business to adopt additional hybrid care products in their portfolio.
Learnings
- Workshops create a safe facilitation space for teams to voice concerns, hypothesize, and collaborate on solutions. I’ve always been a fan of workshops, and this experience unlocked a new appreciation for their effectiveness.
- Amplify the patients voice early and often. If our experience doesn’t create value for our patients, what needs to change?
