Video Visits

One Medical Patient Team

I owned the Android experience and took over iOS as well for later iterations. I prototyped interactions, organized and facilitated research to validate our assumptions, and designed the full flow. In subsequent iterations, I led design on the integrated booking flow tying multiple patient care features together (video visits, in-office, treat-me-now, etc).

In the healthcare space, in-office appointments are considered inventory, and insurance companies use billing codes to understand what to charge for patient treatment. Minor issues like strep throat get smaller payouts than serious issues like pneumonia. I designed video visits as an on-demand care channel. This opened up in-office appointments for serious issues by giving patients a faster channel for medical care for minor issues.

Success Metrics:

• 46% of users in the integrated booking flow experience requested virtual care (team target for success was 10%)

• Discovered higher membership retention with patients that used virtual care at least once

Press:

FastCo Design // Why One Medical is One of The Most Innovative Companies of 2017

Video Visits - The First Few Iterations

This is a product we continuously iterated on. On design, we created the basic requirements of what’s needed in a product supporting medical care through video. I created the user journey, and then explored a few visual approaches. I then got feedback from a few of our medical providers and a few patients before finalizing the design. After launching Video Visits, we quickly learned we needed to set proper expectations on wait time and find a way to capture feedback on quality of care and quality of video. The next two iterations included a wait experience to set expectations on how long a patient has to wait to be connected to a provider, a fallback if we can’t meet wait expectations, and a rating / feedback experience after the call ends so we could understand quality of care through video visits and reliability of the tech. Below are a few screens from the final experience of Video Visits.

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 a prescription sent to their pharmacy!