Premera Blue Cross
Audrey Desjardins, PhD
Micheal P. Smith
To understand an end to end User Experience Design process involving research, problem setting, ideation, evaluation, design, prototype, and delivery.
Premera asked our team to explore problems among informal caregivers finding care for their patients.
Providing flexibility for booking medical appointments.
Every idea was given a quantitative value based on how it could help resolve the issue of lower cancellation fill rates, and how it could address the lifestyle of millennials, which would soon grow to be the largest population of informal caregivers. This gave us three ideas out of the many to further speculate on.
Each of the three ideas, when storyboarded, gave us the human-centered experience of what the design might look like in action.
As we moved forward, I proposed a feature that allowed users to set cancellation alerts for specific time frame instead of individual appointments. It was based on insights from our cultural probes, where we noticed that caregivers have large chunks of continuous time that they only use to take care of their patients.
While prototyping this idea, our focus was on the users’ act of booking an appointment and setting an alert for a possible availability within their desired time frame.
Keypaths of the first Paper Prototypes.
Called Mezzo at the time.
John, a caregiver, wakes up in the morning to book an appointment for Jane. He finds out that he will be unable to go to the doctor at any of her available times.
He then decides to set an alert for any opening available within the time frame that works for him. If there is an appointment that gets canceled by a different patient within John’s time frame, he will get an alert for that opening and can easily confirm that open appointment.
The following case study will focus on the process of booking an appointment and setting an alert.
Once the alert is set, the user gets a push notification when an appointment is available within the desired frame of time.
After our final presentation, I decided to spend a little more time refining some of the concerns I had based on
For future design iterations, I decided to work with a smaller screen size instead of the iPhone X to get a better perspective for a variety of screen sizes.
Viewing search results; Iteration 3 → Iteration 4.
I learned that while map views are valuable for searching restaurants, hospitals are scattered across a city in a way that requires a user to have a strong ability to interpret maps.
It is now offered as an optional view rather than a key view.
Users found it hard to estimate exactly how far a clinic was based on just the address line. The time required to reach the clinic gave users a better sense of how far a clinic is and how they might want to manage their schedule and book appointments.
The address is now available on the doctor's profile page.
Interactive elements from the doctor's profile page were moved due to ergonomic issues with the previous screen. The concept came from design pattern suggestions by Luke Wroblewski.
Setting up a cancellation alert; Iteration 3 → Iteration 4
One of the members at our presentation at Premera said he would use this app every day to get his desired appointment. However, I felt that a person should not have to come back to this app every single day.
The "confirmed appointments" and the "cancellation alerts" were first separated with tabs, and the patient had to be selected through a drop-down menu.
The current version reduces the need for having the tabs and drop downs, as it was found from feedback that patients are less likely to have more than a couple of confirmed appointments at any given time.
This is my personal assessment of the limitation and opportunities of our project.
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