In the current Find Care section, patients can only search for different types of doctors within the health system. However, once they find a doctor, they have to call in order to schedule an appointment. This is problematic because patients want to be able to schedule, manage, reschedule, and cancel all their appointments directly through the app, keeping everything in one place.

To reiterate, I will focus on the provider detail card on the search page.

My first goal was to understand the opportunities we have to make this product enhancement successful. Here is what I found: 

1. 85% of consumers call to schedule their appointments. 

2. Patients want to see when their provider is available so they can find a convenient appointment time.

3. 80% of patients prefer to schedule their appointments online. 

4. Health systems aim to foster loyalty by offering a convenient scheduling experience. 

5. Health systems can reduce administrative costs significantly by shifting to online scheduling. One health system estimates savings of $3-7 per online appointment by eliminating the need for front desk staff to handle scheduling tasks. 

6. Implementing an online booking system can reduce no-shows, although specific reduction percentages may vary.

Displayed on the card (image on the right):

1. Provider image (if available)

2. Provider name

3. Provider speciality

4. Distance from the user’s home location

5. Favorite provider option

6. Provider rating

7. Call to Action (CTA), there are only two actions 

1. Call to book 

2. Book an appointment

8. Tags

1. PCP (Primary Care Provider, added via a toggle on provider detail page)

2. Best match (based on the client's preferred providers)

3. In-network (matches with user’s insurance if connected)

9. Client’s health system logo indicating provider affiliation

The goal of a search results page is to provide users with essential information upfront, while more detailed information, such as the medical school attended by the provider, is shown on the detail page. For example, if the provider has more than one location, we will only show a single result for that provider based on their search criteria, leaving the other locations to be shown on the detail page.

The goal of a search results page is to provide users with essential information upfront, while more detailed information, such as the medical school attended by the provider, is shown on the detail page.

Here is a list of items missing that could potentially be added to the existing card:

1. Provider’s address

2. Provider’s phone number

3. Criteria matched (based on the patient’s search inputs)

4. Adding tags for “Booked with before” and “Upcoming visit”

   **Providing available appointment slots for each provider is something we would love to do as a company. However, since our company uses Epic for scheduling, we are unable to pull all the data upfront to provide to users.**

After reviewing the current UI and what can be potentially added, I listed some questions to get an understanding of what would be of value to the user:

1. How much detail is too much detail?

2. What information does the patient need on the search page to schedule an appointment with the provider?

3. What if the doctor has multiple practice locations?

4. What if the provider lacks sufficient detail?

1. Should we accept the content as is at this stage?

5. Do we want to display available appointments on the card?

6. Can we have timeslots available?

I started creating/updating cards by designing the provider detail page, the provider detail card on the search page, the scheduling flow, and the upcoming and past appointment cards. I did it in this order because the provider detail page has the most information, giving a starting point with all the information that would go for a provider. From there, I could extract the main information to be displayed for the search results. I then reduced the information needed on the scheduling flow. 

While adding the scheduling flow, we needed to incorporate sections for upcoming and past appointments. Our goal was to allow users to easily manage their appointments and view summaries of their visits provided by their doctors.

For my portfolio, I will focus on the provider detail card on the search page.

OUTCOMES

1. Decreased reliance on phone scheduling: The redesign led to a significant drop in the number of consumers calling to schedule appointments, making the process more efficient for both users and health system providers.

2. 90% reduction in no-shows: Implementing the online booking system resulted in a 90% decrease in no-shows. This greatly improved appointment attendance and user satisfaction since users could easily be reminded of upcoming appointments and reschedule them if need be.

3. 70% increase in conversions: Revisions to the search results page boosted the conversion rate by 70% by making it easier for users to find and book appointments directly online. Users greatly preferred the online appointment management experience, as opposed to handling everything over the phone.