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One Medical Secure Messaging

Secure, HIPAA compliant messaging, delivered with care.

Privacy and security are paramount to healthcare — especially around doctor to patient communication

At the center of healthcare is messaging. To sustain continuity of care, patients and doctors must be able to communicate with their care team both as a follow-up to care and beyond. Tantamount to this is privacy and end-to-end encrpytian so sensitive healthcare information stays private.

One of my first projects at One Medical was to design a secure, HIPAA compliant, messaging product. This allowed us to move off of emails for sensitive healthcare data and increase the security of patient medical information.

Privacy and security are paramount to healthcare — especially around doctor to patient communication

At the center of healthcare is messaging. To sustain continuity of care, patients and doctors must be able to communicate with their care team both as a follow-up to care and beyond. Tantamount to this is privacy and end-to-end encrpytian so sensitive healthcare information stays private.

One of my first projects at One Medical was to design a secure, HIPAA compliant, messaging product. This allowed us to move off of emails for sensitive healthcare data and increase the security of patient medical information.

ROLE
Visual design, user research, interaction design, product strategy

COllaborators
Product, engineering, physicians, legal

Success metrics
20% increase in engagement with communicating with care team. 30% month over month continuous adoption. Messaging also brought the business to HIPAA compliance with messaging security.

Platforms
iOS, Android, responsive web

ROLE
Visual design, user research, interaction design, product strategy

COllaborators
Product, engineering, physicians, legal

Success metrics
20% increase in engagement with communicating with care team. 30% month over month continuous adoption. Messaging also brought the business to HIPAA compliance with messaging security.

Platforms
iOS, Android, responsive web

CASE STUDY
Designing Care Through Messaging

messagingXP

problem
Patients needed a secure way of receiving messages from their care team. We needed a HIPAA compliant way to send messages that also communicated expectations on response time.

who it's for
One Medical patients

objective
Build a way for patients to communicate with us, whether it’s with their physician, getting virtual care, or about their medical bill.

research-sessions

Designing Messaging 

I kicked off the project with a deep dive on researching consumer behavior on communicating clinical information with doctors. I used the research to prototype a few directions and conducted a bodystorming exercise that exposed a few serious holes with one of the directions we were looking at, and used Slack to prototype the experience of another direction. The learnings were used to inform 3 final directions. We dedicated a full day of usability testing to test our three different approaches to messaging. This helped us learn what worked and what didn't in each of the prototypes.

web

 I designed the entire Android and responsive web experiences, and part of the iOS experience. In follow-up iterations, we improved the product from our learnings - for example, by integrating expected response time and if their provider was out of office.

SecureMessaging Mocks

Selected Works

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