Design Process

VirtualCare App: Bridging the Gap in Healthcare Access post-Covid

Project Overview

Imagine feeling sick and you can’t find a healthcare provider. How would you feel?

I partnered with the Outpatient Behavioral services at Weiss Memorial Hospital to help patients connect with healthcare providers. During the COVID-19 pandemic, several patients lost access to outpatient services, leaving them vulnerable and unsupported.

Problem Statement

"How might we design a platform that reduces the frustration of finding healthcare providers, improves communication, and simplifies appointment management for better access to care?”

Challenges

1. Difficulty Finding Providers
2. Limited Communication Options
3. Appointment Management Issues

Solution

1. Enhanced Provider Search

• Detailed search with filters for specialties, reviews, and availability.

2. Improved Communication Tools

• Chat, call, video call with real-time messaging and session recording.

3. Streamlined Appointment Management

• Easy scheduling, rescheduling, cancellations with automated reminders.

Final Result

As a result, user satisfaction increased by 15% in 2 months due to easier access to providers, streamlined communication, and improved appointment management

1. Discover

Qualitative Research

First, I interviewed 10 participants, ages 18 to 30, via Zoom and in person for approximately 30 minutes

Participants are those who currently attend or have previously attended the outpatient program

Affinity Map

“It’s frustrating to not know if a provider is available when I’m searching. I waste so much time calling clinics that don’t take new patients.”

“Managing appointments is a nightmare when the interface is unclear. I often miss reminders or double-book by accident.”

Key Findings

• finding and communicating with healthcare providers,
• managing appointments
• financial barriers
• time consuming

These insights highlight the need for an accessible, reliable, and user-friendly healthcare platform.

2. Define

User Persona

Next, Based on the insights gathered from the Discover stage, I developed a user persona to better understand our target audience.

User Journey Map

Based on the define phase, here are some opportunities for Improvement:

• Simplify the provider search process with detailed profiles and availability.
• Enhance in-app communication tools for a better connection with therapists.
• Offer flexible scheduling and appointment management features.

How might we…

design a platform that reduces the frustration of finding healthcare providers, improves communication, and simplifies appointment management for better access to care?”

3. Develop

Brainstorming and Sketching

During this process, I created feature sketches and wireframes based on user needs.

Next, I created wireframes to visualize the layout and functionality of the app.

Mid-fi Wireframes

4. Deliver

Usability Testing:

• Participants: 10 users navigated the platform and performed key tasks.
• Method: Remote testing via Zoom to observe interactions and gather feedback.

Tasks given:

• Search for a specific provider.
• Start a chat with a provider.
• Schedule or reschedule an appointment.

Key Findings:

1. Provider Search:
• Users had difficulty locating specific providers.
• Need for more advanced search filters.
2. Communication tools:
• Users found the chat interface confusing and difficult to navigate.
• Instructions for starting and managing communication sessions were unclear.
3. Appointment Management:
• Issues with scheduling and rescheduling appointments.
• Confusing steps in the process

Iteration

• Added advanced filters for specialties, ratings, location, and availability.
• Make provider profiles more detailed and informative to help users make informed choices.

• Simplified chat interface and improved navigation
• Added clearer instructions for using chat, call, and video call features.

• Simplified scheduling, rescheduling, and added clearer instructions and reminders

2nd Round of Usability Testing

• Task success rates (90% of participants successfully found a provider within 2 minutes).
• Error rates (reduced user errors in appointment scheduling by 40% after redesign).
• Time-on-task comparisons (average time to reschedule dropped from 3 minutes to 1 minute)

Feedback from participants

• “The new filters made it so much easier to find the exact provider I needed.”
• “I liked that I could see reviews right next to the provider profiles—it saved me a lot of time.”

Design System

1. Color Palette:

1. Blue were chosen to represent trust, calm, and health. Blue promotes a sense of reliability.

Typography:

2. A clean, Urbanist was used to ensure readability across devices.

Conclusion

Final Result

As a result, user satisfaction increased by 15% in 2 months due to easier access to providers, streamlined communication, and improved appointment management

This was measured through surveys

• 90% of users reported feeling more confident about managing their healthcare needs through the app

Time Savings for Users

• On average, users spent 30% less time finding a provider or managing appointments compared to the old system.
• Users saved an average of $100/month by reducing travel expenses and minimizing missed appointments

Participant Feedback

• “The new scheduling feature is so intuitive—I never have to worry about double-booking.”
• “Before this app, I often gave up on scheduling appointments because it was too frustrating. Now, I can easily find a provider and book an appointment in minutes.”
• “The chat feature made it so easy to get quick answers from my provider without needing to wait on hold.”

What Could I’ve done differently

• I would include healthcare providers in early ideation sessions to ensure the platform meets both patient and provider needs.
• Test with a more diverse group of users for broader feedback.
• Add detailed guides or tutorials to help users navigate the platform.

What I learned

• Effective Communication: Clear and consistent communication with healthcare providers early ensures features align with real-world needs.
• Overcoming Constraints: Limited time taught me to prioritize features that deliver the most impact.
• Attention to Detail: Small details in the user interface and experience can significantly impact user satisfaction and usability.

Next steps

• Increase continuity of care for patients.
• Reduce no-show rates due to streamlined scheduling.
• Improve trust in telehealth platforms during and after the pandemic

By improving access to healthcare providers during the pandemic, the platform not only addressed immediate needs but also established a model for future telehealth innovations.

Constraints