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One Medical Video Visits

Flexible, high quality medical care at your finger tips, and on your time.

In healthcare, trust is everything. Technology takes a back seat, and empathy drives the experience.

One Medical is uniquely positioned in the virtual care space to offer higher quality care than stand-alone virtual care products since One Medical has the full health history of patients which allows for better continuity of patient care. And when virtual care is paired with expensive in-office visits, it can reduce medical costs for people.

Insurance companies use billing codes to charge medical services. And minor issues like strep throat get smaller payouts than serious issues like pneumonia. I designed video visits as an on-demand care channel that opened up in-office appointments for serious issues while reducing the cost of care for patients.

ROLE
Interaction design, prototyping, visual design, research

COllaborators
Product, engineering, data science, physicians, service design, legal

Success metrics
We found higher retention with patients that used virtual visits at least once. 46% of users in the integrated booking flow experience requested virtual care (project target for success was 10%!).

Platforms
iOS, Android, 

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problem
User problem: healthcare is expensive and in-office treatment is inconvenient
Business problem: minor issues that can be resolved virtually are using up precious in-ooffice appointment slots.

who it's for
One medical patients and care givers.

objective
Create a video visit experience that creates trust with the user and gets them comfortable with the experience of virtual care.

Designing With Humility

Sometimes, to tell the deepest, emotional stories— the stories that make us human— we must look deeper than metrics and into what makes us human. Seeing how Video Visits had a direct positive impact in people’s lives was a deeply humbling experience. We, too often, take good health for granted.

This is a product we continuously iterated on. One of our learnings was that Video Visits wasn’t only being used for minor issues such as Rx refills, but was also being used for much more sensitive issues, such as miscarriages. These learnings further underscored the need to design an experience that felt psychologically safe for our users. The screens below are a handful of the mocks of screens and states I created for Video Visits.

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VideoVisits-deliverables

Behavior Change Through Product Iteration

We had an ambitious goal: behavior change. We wanted patients to use virtual care outside of the travel and late night emergency use-cases since a significant portion of Office Visits were booked for issues that could be treated virtually. To change existing mental models, I decided to meet patients within their mental model: I introduced a new entry point for Video Visits directly within the appointment booking flow.

I led the team’s Integrated Booking efforts. Integrated Booking suggests video visits for one of the top 7 reasons a patient comes into the office for an appointment. We saw a 46% conversion rate to virtual care -- one patient was even able to get diagnosed with strep throat through Video Visits and have an Rx sent to their pharmacy!

Behavior Change Through Product Iteration

We had an ambitious goal: behavior change. We wanted patients to use virtual care outside of the travel and late night emergency use-cases since a significant portion of Office Visits were booked for issues that could be treated virtually. To change existing mental models, I decided to meet patients within their mental model: I introduced a new entry point for Video Visits directly within the appointment booking flow.

I led the team’s Integrated Booking efforts. Integrated Booking suggests video visits for one of the top 7 reasons a patient comes into the office for an appointment. We saw a 46% conversion rate to virtual care -- one patient was even able to get diagnosed with strep throat through Video Visits and have an Rx sent to their pharmacy!

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Press & Public Reactions

Virtual services, and in particular, Video Visits, sets a standard of quality health care that will soon become ubiquitous and table stakes in health care. Video Visits is one of my proudest projects and has also received positive press coverage and public reaction.

Press & Public Reactions

Virtual services, and in particular, Video Visits, sets a standard of quality health care that will soon become ubiquitous and table stakes in health care. Video Visits is one of my proudest projects and has also received positive press coverage and public reaction.

Press & Public Reactions

Virtual services, and in particular, Video Visits, sets a standard of quality health care that will soon become ubiquitous and table stakes in health care. Video Visits is one of my proudest projects and has also received positive press coverage and public reaction.

FastCo Design
Why One Medical Is One of the Most Innovative Companies of 2017

FastCo Design
Why One Medical Is One of the Most Innovative Companies of 2017

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Selected Works

Samihah ©2020