Integrated Booking from One Medical

Not every medical issue needs to be resolved with an in-office doctor appointment. The Integrated Booking project was the first step to integrating care channels in order to funnel patients to the fastest care channel that’s right for their medical issue.

DEFINING SUCCESS

Within 2 weeks of launching, 46% of users in the integrated booking flow experience requested virtual care (project target for success was 10%!). This opened up appt. inventory for patients with serious issues.

MY ROLE

product strategy, prototyping, visual design, research, interaction design

PLATFORMS

iOS and Android

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Introduction

When interviewing people on their use of virtual care, I found that the mental model people have of virtual care is that it’s appropriate when traveling or in an emergency. With the Data Team’s help, I was able to corroborate these findings. A significant portion of Office Visits were booked for issues that could get treated virtually. To change existing mental models, I focused on a solution contextual to the user’s behavior and gently guide them towards receiving care virtually. 

On Using Data to Inform Design

I involved Engineering and Data early to help us understand implementation trade-offs between using structured data vs unstructured data. I then spent a few hours going to the One Medical clinic next to HQ for quick guerrilla usability testing with patients in the waiting room. Each time we had enough feedback, I quickly iterated on the screens then hopped back into the clinic for more testing. Here's a screenshot of a small sample of the Invision prototypes created for this:

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Fast Feedback & Iteration Loops

Each iteration and usability test validated or invalidated core assumptions. This quick feedback loop also armed us with information when managing stakeholder desires. Here is a prototype of the final deliverable:

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The final experience surfaces the two most common reasons requiring an office visit, the 5 most frequent reasons a patient comes in when their issue could be treated virtually (structured data), and an "other" field (unstructured data). Within two weeks of this going live, 46% of users selecting one of the 5 visit reasons that could be treated virtually were requesting a video visit. That trend continued to hold. Here’s the full flow: