Scheduling Reimagined |
UX Design Workshop
I worked with a multi-disciplinary team to plan and lead a 2 day workshop engaging key stakeholders with the goal of better understanding the current enterprise scheduling experience and imagining an improved solution together.
Client
Anonymized healthcare company
Methods
- “How might we”s
- Ideal state journey mapping
- Brainstorming/Sketching ideal experience
Deliverables
- Current state inventory
- Competitive analysis
- Proto personas
- OKRs
Discovery
The current scheduling experience in Anonymized Healthcare Company is disjointed, resulting in an inconsistent and confusing experience for patients trying to schedule appointments. My team and I aimed to unite a group of key stake holders in a workshop to better understand this problem and work to solve it.
Prior to the workshop, my team and I created a current state inventory, conducted a competitive analysis, and gathered existing insights to better understand the problem at hand. We then presented this information to workshop participants and worked together to create a guiding statement.
Current state inventory
I identified and documented 7 disconnected scheduling experiences across the enterprise with significant differences in entry points, UX/UI design, use cases, appointment management tools, and scheduling related communications. I compiled these experiences into a large scale visual aid for the workshop, and created a presentation illustrating how a patient would encounter these disconnected experiences.
Competitive analysis
I led a team in conducting a competitive analysis comparing 16 industry and non industry competitors, analyzing UX strengths and weaknesses and identifying opportunities to better our enterprise scheduling experience. I compiled this information into a presentation for the workshop.
Gathering insights
The team and key partners gathered existing consumer insights and utilization data to share during the workshop.
Our guiding statement
How might we create a consistent, friendly, easy to use and theme-able scheduling experience across all brands, portals, and apps that is common where possible and custom where it counts?
Empathy
We then led workshop participants in creating proto-personas that leveraged the insights we shared about our consumers. Through this exercise we identified two key users: caregivers and people managing multiple conditions. We then imagined how we could improve their scheduling journey through a “How Might We” exercise.
Creativity
I then guided a group of stakeholders through a journey mapping exercise in which we mapped out ideal scheduling journeys for our proto-personas using known scenarios. We translated these journey maps into lo-fi wireframes, letting the stakeholders take the lead in sketching and brainstorming so that they too feel an ownership and excitement about the designs. This resulted in a wide range of ideas for solving the problem at hand.
Sample journey mapping scenarios:
Daneille needs to schedule an appointment for her daughter’s asthma with her primary care provider at their clinic.
Daryl needs to schedule a phone appointment with his oncology program nurse for questions about his treatment plan.
Outcome
By the end of the workshop, we had successfully brought down silos, gained a better understanding of our partners’ goals and vision, and generated excitement about the future of scheduling within the enterprise. This helped secure funding for a full redesign and gave us some great ideas to explore!
“Can we get a day 3?”