A simplified and customized patient self-scheduling solution for healthcare systems
Fulltime | Enterprise-facing product | Mobile Web
July - Oct 2020; Launched in Nov 2020
Lead Product Designer & Researcher
1 Product Manager, 3 Engineers
Defining the process, research and design the end-to-end process, hold design sprints and review meetings, user testing, making final design decisions, hand-off, and design QA
The online scheduling service has been purchased by 3 healthcare systems: Northwell Health, NewYork-Presbyterian, St. Luke’s Health including 50 hospitals covering New York, Pennsylvania, Massachusetts, Missouri; Pilot in 6 hospitals and continue scaling
Syllable.ai is a healthcare startup. We use AI-powered voice assistant to help healthcare systems automate phone calls and reduce call center costs. Each month, the voice assistants help transfer millions of phone calls to different departments.
Calling is the only way to schedule with the healthcare system, however, the average waiting time is 10- 20 minutes and the appointment conversion rate is pretty low, only 10 %. In these circumstances, we would like to offer a self-service solution( web app) for patients to book an appointment on their own.
Scheduling is our company’s TOP 1 Priority this year. We have already finished a customized scheduling service for Primary Care and Medical Services. Special Care, Urgent Care, and Therapies are our next steps.
I conducted interviews with different stakeholders to understand patients pain points and what happend behind the scenes at the healthcare system.
Pain points in the user journey
I used the affinity mapping to analyse and synthesize all the research findings. And I classfied tasks, pains, and gains and mapped the key pain points into the user journey.
Design principles: How we want to build our product?
Simplified & Minimalistic
Secure & Trusting
Delivers & protects patient health data. Brings a sense of trust, safety, and comfort.
Makes patients’ lives easier with simplified user flow and progressive disclosure.
Accessible & Guided
Speaks in human language. Offers clear guidance in the scheduling process
To measure the success of the products, I created the success metrics for the scheduling service. And aglined with the team to set the appointment conversion rate as our North Star.
HMW enable patients to book an appointment with their primary care doctors successfully and effortlessly. ?
Identify matched availability easily
HMW help unqualified patient stop earlier in the scheduling flow?
Current user flow on the phone
To understand the real uset flow and technology constraints behind the scene, my PM and I conducted 2 contextual inquires with the agents at healthcare call center.
Verify insurance first -
Most effective user flow
The product manager proposed a most effective user flow: request all the patients to verify their insurance and primary care doctor first, a unified solution at the lowest engineering cost.
Why the flow must be linear? Can we customize the flow for different use cases?
The flow proposed by PM seems like to most effective solution. However, when I dived deeper I realized that there are different use cases and these users have different needs.
Final user flow - identify new and old patients at the first step
Help unqualified patients stop earlier in the flow.
Simplify and customize the whole scheduling flow for all qualified patient groups.
HMW help a time-sensitive patient identify the latest available appointment easily?
Which message is more meaningful to time-sensitive patients?
Availability within one week is meaningful the time range for time-sensitive users. Too much disclosure will also cause information overload.
Visual exploration for better scanability & accessibility
After several rounds of visual exploration, I selected the following two options for better scanability & accessibility. And each elude to a different interaction approach,
Option 1: Shortcut
- Filled tag with micro-interaction
Allow users to complete the whole flow on the same page:
→ see availability
→ select a date
→ select a time slot
Option 2: Foundational feature 🎉
- Border tag with traditional time picker
→ select a doctor
→ select a date on the new page
→ select a time slot
Considering the priority and scalability, I chose to move forward with the foundational one and left the shortcut for future enhancement.
Explore all the edge cases for each component
Spacing & alignment specs
Content & Interaction specs
Convey the most meaningful message and help time-sensitive users to find the most suitable appointment quickly by
Instructions are provided right after the flow to decrease the call back rate.
Purchased by 3 healthcare systems including 50+ hospitals 🎉
The online scheduling service has been purchased by Northwell Health, NewYork-Presbyterian, St. Luke’s Health including 50 hospitals covering New York, Pennsylvania, Massachusetts,Missouri;