Wexel provides flexibility in medical appointment bookings by alerting caregivers about openings due to last minute cancellations. 

Wexel provides flexibility in medical appointment bookings by alerting caregivers about openings due to last minute cancellations. 

Sponsor.

Premera Blue Cross

Instructors.

Audrey Desjardins, PhD
Micheal P. Smith
Matt Imus

Team.

Bridget Scheffler
John Sykes
Sakshat Goyal 

Roles.

Literature Study
User Research
Usability Study

Wireframing
Animation
Prototyping
Interface Design

Learning Objective.

To understand an end to end User Experience Design process involving research, problem setting, ideation, evaluation, design, prototype, and delivery.

Problem Space:

Premera asked our team to explore problems among informal caregivers finding care for their patients. 

Solution:

Providing flexibility for booking medical appointments. 

Video Prototype.

Project Timeline.

Timeline_Wexel 02

Research insights used for ideation.

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Design Question

"How might we increase efficiencies in scheduling between millennial caregivers and high demand health services?"

Ideation Process.

Ideation Process

Research insights used for Down-Selecting Ideas.

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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.

Using Pugh's matrix to evaluate ideas.

Evaluation

Each of the three ideas, when storyboarded, gave us the human-centered experience of what the design might look like in action.

Storyboards of the three down-selected ideas.

Caregivers would be able to set alerts for any cancellations at the doctor's office for setting up an appointment at their preference if their patient needed to see a doctor. This process right now is a manual one, and the proposed product would attempt to automate that process.

Research Probes showing a typical day for a caregiver, along with how they felt during the day.

Untitled.002

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.

Concept of setting a time frame for cancellation alerts rather than individual alerts. 

time frame idea

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.

First Prototype Findings

Paper Prototypes

While improving upon our idea, I decided to create the first draft that incorporated all the different keypaths into a single layout for a better understanding of the whole system to be in place.

Whiteboard photos-min

Scenario.

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.

Iter 1 Copy

First Iteration after paper prototypes.

Iter 1 – Iter 2 Copy 3

Modifications made over time.

Once the alert is set, the user gets a push notification when an appointment is available within the desired frame of time. 

Presentation photo

We presented our work at Premera, where the executives well received the product. 

The most gratifying experience for us was when one of the members shared a story from his personal life and expressed the dire need for a product with these capabilities.

However, a few issues remained with the app which I attempted to resolve in future work.  

Further Development.
(personal work)

After our final presentation, I decided to spend a little more time refining some of the concerns I had based on

  1. Feedback from the final presentation.
  2. Unstructured discussions with staff at Hall Health.
  3. Observations of Design Patterns in interaction design.

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.

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The time-slot carousel was rearranged based on two factors

  1. Users had to drag the carousel a lot to see all the available time slots.

  2. Setting an alert for cancellation openings should always be seen as the second best option, based on conversations with hospital staff members.
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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.

Setting up a cancellation alert; Iteration 3 → Iteration 4

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Ergonomic modifications.

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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. 

  1. Users now have an option to set up a time frame of a few or many days rather than a single day.

  2. Users can now ask the app to consider a custom 'travel time' which is the time they would need to get ready and visit the doctor. This is to prevent users from getting notifications for appointments that they would not be able to attend due to the time it would take for them to get to the clinic.

Allowing users an option for how to recieve alerts for cancellations.

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The previous version relied on a push notification. However, based on insights from a different research project, users are more likely to address voice calls than push notifications. 

Modifying the appointment page.

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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. 

Variations on the appointment cards.

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Assessment.

This is my personal assessment of the limitation and opportunities of our project.

Notes for Premera Blue Cross
(if this was being developed as a product)

  1. The only way to find out if the proposal helps solve the problem is by deploying it. It might be tough to evaluate the ratio of cancellations to fill rates without having users use it.

  2. If a user is never able to get a confirmed appointment based on cancellation alerts, it is possible that he or she may leave the app due to frustration.

  3. We still don't know how long an appointment should be held for a patient who has a cancellation alert. It is critical to think of that to make sure the next few patients on the waitlist get a chance if the first one is unable to respond, or chooses not to respond.

Next Steps

  1. We would also have to design the interface to be used by the staff at clinics for an end to end evaluation of how the product works.

  2. We could potentially use ML models to better understand the patient's routines and appointment schedule to provide even more flexibility without the user having to spend more time on the app.
final iteration

Thanks for scrolling!

If you have any questions, comments, or just some advice..., feel free to reach out to me at

sakshat@uw.edu
+1.206.613.9439

 

©2019
All work presented on this website should not be replicated without my permission. I'm watching you 😎 

yours truly,

Sakshat Goyal.