E-Visit
Developed a virtual care service that provides treatment for minor conditions within 24 hours
Background
Intermountain Health is a national hospital providing care to many in the Intermountain West. The pandemic caused a demand for virtual care services and Intermountain Health had laid the groundwork since 2016, however, the pandemic highlighted the need to expand beyond traditional telehealth. My team focused on virtual care expansion and began to develop an innovative service to provide people with care that did not require appointments, consultations, or even direct communication with a provider. Our main objective was to create a flexible, affordable and accessible service for people to experience care for minor conditions and lay the foundation to treat more conditions for the future.
UX Design • Marketing • Copywriting • AI
Project Details
Duration
Aug 2022 - Sept 2023
role
UX Designer
Team
1 Project Manager
1 Buisness Analyst
2 Quality Assurance Engineers
3 Engineers
Platforms
The Opportunity
Virtual Care in MyHealth+ App in 2022
How might we create a service that patients can access anytime without an appointmnet or speaking with a provider?
We created the E-Visit platform by streamlining the process with fast information entry, transparent costs, and a 24-hour treatment window.
By making this service accessible on both mobile and web platforms, we enabled timely care for common conditions like colds and allergies, improving accessibility and reducing strain on in-person services.
The Process
Product Timeline
Our strategy was to phase certain features, which comprised of three phases. The first phase was to lay the groundwork for the service with discovery and architecture. The second, adde insurance, payment method, and camera upload screens and permissions, Third, patient profile and insurance data confirmation.
Some challenges we faced when navigating our project:
Fast feature production limiting testing
Simultaneously working 2 high priority projects
Revising UI & Architecture for branding update
research
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.
Balancing showing vs telling
Users felt confused about what an E-Visit entails and would require more visual and copy content to support product adoption.
Clarifying Choices
Users viewed “E-Visit” the same as other telehealth services and were not confident in selecting the options listed without haptics or guidance.
Locking in Fundamentals
Users stated prioritizing having key details such as time, cost, and process be available upfront, even before considering their options.
design principles
Optimized Screening
Build E-Visit experience by optimizing exclusion criteria to obtain informative answers from users.
Rapid Assesment
Reduce the actual and perceived wait times for patients to find out if they can participate in or be excluded from the E-Visit.
Streamline Journey
Develop a streamlined flow for essential data collection to optimize patient information throughout the E-Visit process while integrating tools to improve their experience.
AI Integration:
Symptom Checker Experience
Conducted usability testing on Symptom Checker to understand user pain points for recommendations and improve flow for integration.
AI Symptom Checker Flow in 2022
AI Integrated & Updated
E-Visit Symptom Checker
Collaborated with a third-party vendor and their AI tool to update the symptom checker flow and branding. We reduced questions from 37 to 12 , per condition, making it quicker for users to submit their symptoms.
AI Symptom Checker Integrate and Updated in 2023
Defining the User experience
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
Branding & Updating Architecture
Of User experience
With Branding changes underway, we updated the UI for E-Visit to reflect this enhancement and condensed the overall architecture of E-Visit.
E-Vist Flow After
updating UI From Branding
My work on E-Visit was simultaneous with Intermountain's Rebrand. As I worked parallel on projects, my design team crafted a mini style guide to quickly phase branding. I used this guide to explore how to style E-Visit in order to phase future brand design decisions.
Before Branding Style Guide
(App known as Myhealth+)
New Branding DSM
(App change to Hospital name)
Brief style guide was used before established DSM
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.
Reflection
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.