Virtual Care
The new Virtual App is designed to Enhance and optimize the virtual care program within the Novant / GoHealth Urgent Care system.
Platform: Mobile
My Role
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User Research
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Usability Testing
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Competitive Analysis
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User Assistance
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UX Design
Duration
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1 year
Tools
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Figma
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Epic EMR
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Mend Virtual System
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Patient Engagement Software
Problem Statement
Patients face difficulties navigating the virtual system and lack a formal method for reporting errors. Furthermore, the virtual system exhibits a deficiency in communication between staff and patients.
Solution
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Improve access to virtual visits by facilitating detailed reason statements from patients.
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Enhance communication channels between staff and patients.
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Provide staff with training on navigating system errors.
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Foster a stronger sense of teamwork within the company.
The Design Process
During the initial phase of the design process, I collaborated with current GoHealth team members and past virtual care colleagues to discern improvement opportunities. Collective feedback emphasized the importance of enhancing patient communication, particularly regarding pre-visit information completion, reasons for visits, and assisting with seamless video visit connections.
Design Collaboration
After speaking with stakeholders and agreeing on a new strategy to improve communication we moved forward with implementing these ideas.
Improvements:
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Identified how to remove system errors and verified insurance through Epic.
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Removed payment self-pay requirements when insurance was verified and identified co-pay due.
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Increased messaging to patients to help them troubleshoot system or technical issues.
Wireframes
The low and mid-fidelity wireframes provided the foundational structure for the app, which was refined based on successful user testing, ultimately leading to the final designs.
Final Design
In the final designs, users now have a streamlined and easy-to-navigate interface. Users can now easily report system errors and utilize the message feature to speak with staff.
