Appointment Management Solution | UX Design
I led a team consisting of a Content Strategist, Accessibility Engineer, and Product Manager to conceptualize and deliver an appointment management widget. This modular widget connects previously disparate experiences by allowing a user to view and edit appointments across all of the programs and providers they schedule with, for both themselves and their dependents, in one tool.
Client
Anonymized healthcare company
Methods
- Current state analysis
- Qualitative surveys
- Concept testing
- Usability tests
Deliverables
- Heuristic analysis
- User flows
- Wireframes
- Interactive prototype
Discovery
Patients, particularly caregivers and those with co-morbidities, are often having to juggle multiple log ins, navigate different portals, and encounter inconsistent experiences while scheduling and managing their appointments. This creates unnecessary stress and frustration for people who already have a lot on their plate.
In order to better understand the current appointment management journey, my team conducted a Heuristic analysis, consisting of identification, documentation, and evaluation of the four disconnected appointment management experiences that exist in Anonymized Healthcare Company today. We translated our findings to future recommendations that we would apply to the design moving forward
Empathy
In order to better understand our users, we referenced personas that we had previously created and mapped our design requirements to the user goals and journey. This helped reveal open questions and assumptions that we then explored in a qualitative survey.
Primary users
People managing multiple and/or complex conditions
Caregivers managing loved one's healthcare needs
User goals
I want to view all my upcoming appointment(s)
I want to view the details of an upcoming appointment
I need to join my video appointment
I need to reschedule my upcoming appointment
I need to cancel my upcoming appointment
I want to view my past appointment(s)
I need to schedule an appointment
I need to ask a question about my appointment
Preparing for appointment / accommodations / directions etc.
I need to manage my dependents’ appointments
Creativity
Our discovery research helped us determine what content is of highest priority to user and should be visible at a high level. It also revealed that caregivers prefer to see a combined view of their family’s appointments with the option to filter by family member. With these findings in mind I created user flows and wireframes for several concepts. The final two concepts were brought to high fidelity and went through concept testing.
“People have busy lives and it’s nice that they don’t have to sign out and re-log someone in”
***Please note that I cannot add visuals to this case study due to IP considerations but would be happy to share in an interview***
Outcome
The winning concept test went through usability testing with a 100% task completion rate on both desktop and mobile. It has since been further refined visually to meet the latest brand standards of Anonymized Healthcare Company and is slated for development in early 2024.
MVP features include
A combined view of upcoming appointments, regardless of which tool was originally used to schedule them
The ability to filter the appointments based on family member
A combined view of past appointments, regardless of which tool was originally used to schedule them
Configurable appointment cards to accommodate the different data points coming from different scheduling tools, while maintaining visual consistency
A configurable appointment details page with information about cost, how to prepare, etc.
Guidelines for consistent entry points throughout the portals