E-Visit
E-Visit
A web and mobile app feature for a national hospital offering virtual care for common health concerns like flu, cough, and more, without an appointment, video visit, or phone call.
Intermountain Health's Virtual Care has been expanding since 2016. However, the Covid-19 pandemic significantly increased the use of virtual services, as patients sought more flexibility in affordability, availability, and accessibility. I worked in a team of 8 to create E-Visit, a messaging service designed to provide treatment for common and minor health concerns, like colds and allergies, ensuring a more accessible and efficient way for patients to receive care.
Timeline
Aug 2022 - Sept 2023
ROLE
UX Designer & UX Researcher
Team
1 designer, 1 PM, 1 BA, and 6 engineers
tools
Figma, Adobe Creative Suite, Jira, Usertesting.com, and Amplitude
Navigating Design Constraints
Documentation Gap
With minimal prior documentation and outdated software (Invision). I needed to fill in the gaps from earlier research that solely focused on user demographics, so I conducted a discovery phase to understand the problem, scope, and virtual care users, especially post-COVID-19.
Design Revision
Our research findings indicated a need to change the information architecture and redesign to reflect our rebrand during iteration and testing.
Rapid Feature Prototyping
High demand for features, self-pay, insurance, payments led to rapid prototyping and fewer iterations or testing than we initially anticipated within phases of testing and iterations.
Conducting User testing
Before any integration, I gathered qualitative and quantitative data on the current design scope and identified user issues with our virtual care. I conducted an unmoderated usability test of the current design and user flow using Usertesting.com.
key insights from User Testing
Balancing showing vs telling
We learned that users tended to feel confused about what an E-Visit entails and need more visual and complementary content for product adoption.
Clarifying Choices
Users viewed the “E-Visit” as another virtual telehealth option and were not confident in selecting the options listed without haptics or guidance.
Locking in Fundamentals
We found that users prioritize having key details—such as time, cost, and process—available upfront, even before considering their options.
Rebrand Style Guide
After conducting research on the preliminary designs, we were informed that Intermountain Health would be rebranding. We were provided with a mini style guide for the upcoming rebrand to give feedback. I used this style guide to implement and preview the brand in our E-Visit feature. I provided insights to update the design system for the rebrand and helped our team leverage this rebrand to update the information architecture and revise the copy.
Our North star Principles
Optimized Screening
Build E-Visit experience by optimizing exclusion criteria to obtain informative answers from users.
Rapid Assessment
Reduce the actual and perceived wait times for patients to find out if they can participate in or be excluded from the E-Visit.
Journey Streamlining
Develop a streamlined flow for essential data collection to optimize patient information throughout the E-Visit process while integrating tools to improve their experience.
Redesigning User Flow
Previously, the architecture was part of a third-party integration called Symptom Checker, which would only provide an E-Visit if the user qualified after undergoing rigorous and lengthy questioning by Scout, the symptom checker AI bot. This set a very narrow criterion, allowing only a small number of users to experience an E-Visit.
E-Vist Flow Before
Updating the task flow
Since this service was going to be our new feature, we needed to add updates to E-Visit, like insurance verification. By creating a new entry point, we let users know about E-Visit, started a different flow from the Symptom Checker, and made it easier for more users to take advantage of its convenience.
E-Vist Flow After
Verification & Payments Through Camera and Payment Integration
The second phase of E-Visit focused on developing a photo-based insurance verification feature, allowing users to capture their insurance information using their camera or photo library. If no insurance was verified or linked to their account, users were prompted to select a payment method.
Before
Users shared that more visuals would help them understand the product better, but they also felt the visual hierarchy was a bit cluttered with too much extra information.
After
We removed redundant copy to enhance clarity and adjusted the typographic hierarchy for readability. Updated the UI components for the Insurance Card and added a distinct informational box to highlight key details. Positioned actionable CTA buttons prominently to improve visibility and drive engagement.
Collecting Insurance from Camera Capture & Media Library
Before
Users suggested changing the wording, as they preferred browsing their photo library over taking a new photo. They also felt the visuals were too small for easy selection on mobile.
After
We revised the copy based on user feedback, reduced redundant text, and improved visual hierarchy by enhancing element sizing and strengthening visual cues for links.
Usability Testing
I conducted a usability test and a tree test in two iterative phases. The second round of testing was informed by insights from the initial usability test, allowing us to assess how updates to E-Visits impacted user experience. These tests yielded valuable insights that highlighted the need for further expansion of virtual care. Despite the significant flaws and the need for quick adjustments, I recognized that the work on E-Visits was just one piece of the puzzle in the future of technology in healthcare. In hindsight, these findings laid the groundwork for a future project known as 'On-Demand Care,' aimed at creating a comprehensive vision for virtual healthcare.
Increase of E-Visits by 509% that was driven by COVID-19 growth within 2022-2023.
Takeaways
Power in Pivoting
Even with a heavy workload, our flexibility to adapt provided strength and agility, enabling us to stay aligned with our goals and take clear, effective actions.
Research Paves the Path
Innovative paths are rarely paved, which is why research served as our guiding compass, helping us identify where we needed to adapt to better meet our users' needs and achieve our goals.
Valuing Iterations
Iterations saved time and yielded superior solutions, enhancing the efficiency of the development process and addressing overarching business needs.