Video Visits from One Medical
What would you do if you had $10,345 given to you? Go on a trip? Invest in your 401k? Buy something fancy? Too bad. You're spending it on your health care. That was the average cost of care per American in 2016. Medical providers are paid by insurance through billing codes. Minor issues like the flu 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.
Business success of Video Visits wasn’t quantified until Integrated Booking. Qualitatively, patients were getting care faster or triaged into the office faster. There’s also higher retention with virtual care members.
interaction design, prototyping (FramerJS), visual design, research
iOS and Android
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 and care given is contextual to the patient’s history. From a user perspective, members are able to get care quicker and more conveniently with Video Visits. From a business perspective, it reduces the amount of patients using office visit slots for issues that are minor so patients with more serious issues can visit their medical provider.
On Prototyping and Shipping Meaningful Work
I went wide on explorations and worked with Engineering early to evaluate options. Version One of Video Visits showed three images at random of three of our providers each time the screen loaded. Other options were explored but this conveyed the most sense of trust. However, users thought one of the providers they saw in the intro state would answer the request. To set better expectations with patients, I prototyped an animation where the images rotated on screen using FramerJS with CoffeeScript to code the subtle animations. Below is a recording of my prototype that Engineering used:
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. Video Visits was being used for issues as serious as potential miscarriages, to less serious but important issues as prescription refills. Here are some of the screens for both platforms:
Product Iteration: A Story Told Through Data
Once Video Visits went live, the Data Team and I looked at user behavior. We tracked the percent of users canceling their request and found the average cancel time was within mere minutes of requesting. This data corroborated qualitative research where we learned the entire story: the perceived wait time felt too long even though 90% of the requests were being answered within 5 minutes. Put another way, waiting 1 minute on a digital platform for something to happen *feels* like 10 minutes.
Once the cancel reason screen was pushed to production, we validated that the original hypothesis on perceived wait time feeling too long held true. The iterations to Video Visits can be viewed below:
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.