Building a case for
healthy experiences!
healthcare
telehealth
product design
for detailed case study
OVERVIEW
In 2021, Optum started the efforts to extend its healthcare vitually. The project started with a design hackathon spearheaded by Heatherlee Nguyen - Creative Director, UX. I submitted the winning concept which eventually was developed further by two other designers and myself.
This is a case study of how I created the initial concepts with mere desk research and then how I followed the thorough human centred design methodology to eventually and successfully finished the project.
MY ROLE
THE TEAM
TIMELINE/RELEASES
Sr. UX Designer
2 Sr. Designers including me and Sr. Manager
Feb 2021 to Apr 2021
Feedback from users on hackathon designs
RESEARCH
We have started the research by talking to MDs to understand the hassles they felt during virtual visits. The first hand information gave new insights and validated some pain points that were found during desk research.
for detailed interview script
INSIGHTS FROM USER INTERVIEWS
EMR
Doctors have a special tool ‘EMR -Electronic Medical Records’ which they use for scheduling and accessing patients medical records.
REMINDERS
Because of juggling between multiple appointments from tele health and on-site visits, doctors tend to forget about their appointments
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ADMINISTRATIVE TASKS
The real problem is technology is adding more work to doctors who already multi-task a lot juggling between personal and professional lives
ECOSYSTEM
It’s not one to one relation most times. There are other players in the workflow : Care assistants, other department doctors, different types of patients like chronic members, primary care etc..,
PROBLEM STATEMENT
While doctors do everything in their power to provide a better virtual care to their patients, they come across many hassles during the process.
"HOW MIGHT WE...
provide a hassle free virtual care process to doctors so they can focus primarily on their patients and the technology takes care the rest?
DESIGN GOALS
A HEALTHY VISIT EXPERIENCE
It’s all about how better doctor providing care to the patient without any hassles. The call experience is key
MINIMAL ADMINISTRATIVE TASKS
Tools/features that help doctors with admin tasks.
DON’T MISS!
Better reminders about appointments and better handling of network issues
ECOSYSTEM
Intuitive process and experience that includes all the stakeholders seamlessly
