Better Access to Care
Video Visits: Concept to Production
Improve access to and timeliness of care across a variety of use scenarios by creating an easy to use video visit solution for both physicians and patients.
Details about the project...
Background
Considerations
Opportunity
Use of multiple, non-integrated tools to conduct video visits led to an inconsistent and often frustrating experience for both physicians and patients. The unnecessary complexity increased maintenance costs and made systems difficult to support.
A single application, tightly integrated with scheduling and the EMR, was needed to provide a
Use of multiple, non-integrated tools to conduct video visits led to an inconsistent and often frustrating experience for both physicians and patients. The unnecessary complexity increased maintenance costs and made systems difficult to support.
A single application, tightly integrated with scheduling and the EMR, was needed to provide a cohesive and consistent experience across all users and a variety of devices.
Opportunity
Considerations
Opportunity
Conduct research to build empathy and understanding across the entire product team and drive design for the best possible user experience.
Build useful training collateral and develop a continuum of support models from self-service to high-touch.
Considerations
Considerations
Considerations
The experience needs to be as synonymous as possible to traditional care delivery based on goals, needs, capabilities, and potential limitations of each user type.
Research and design needs to be integrated with an existing Agile development lifecycle.
My process...
Research
Design Support
Design Support
I created a continuous feedback loop process with the product team to gather and share end user feedback, conduct onsite and remote research, scenario-based testing, co-design sessions, and measure value as the design evolved overtime.
Design Support
Design Support
Design Support
I led a UX effort embedded within an Agile team to support feature development, interaction design, visual design, and ADA compliance.
I created personas, developed end user goals, and led product and other key stakeholders through ideation and design thinking activities.
Adoption
Design Support
Adoption
After observing a gap UX could fill with end user adoption, I created how-to guides, provided physician tech checks and helped drive support models.
Findings & Outcomes
Unique Needs
Finding: While video is commonplace in our daily lives, there are specific capabilities required to support the unique needs of providers and patients in different types of care delivery scenarios.
Outcome: Accessible design allowed for a wide variety of use cases including physical therapy, post op visits, wound evaluations, and group counseling.
Adoption is Key
Finding: To make the seamless transition from providing care in a traditional setting to over video, physicians need additional support.
Outcome: Easy to use, personalized experience for both physicians and patients was made available across devices and care scenarios.
The Pre-Visit Experience is Critical
Finding: Once the user was actively engaged in a video session, things ran seamlessly. However, opportunities existed to improve the user experience while joining a visit.
Outcome: Patients were provided with a guided experience to join their appointment and check both audio and video. Physicians were provided mock calls with team members so they would be comfortable with the system and to complete a tech check.