OnDemand
By Legacy Health
Helping patients at Legacy Health seek faster primary care virtually with a new improved workflow reducing patient wait times while improving customer retention.
My Role
My Team
Product Manager
Service Design
Design Thinking
Developer
Desktop Evaluation
Product Design
Designer (me)
Researcher (me)
Business Outcome
Anticipated increase in patient retention rate, patient satisfaction, and a reduction in patient leakage, contributing to an indirect increase in revenue for Legacy Health.
Patients currently served by Legacy Health.
2.5M+
Projected increase in user engagement.
30%
Expected boost in customer retention.
60%
Context
Virtual care is becoming the future of care.
It allows patients to get care when they need it without having to go to the clinic physically.
Epic, a healthcare software company provides softwares that make it possible for every patient to have a single, comprehensive medical record that informs and is informed by their health experiences.
About OnDemand
On-demand is an Epic feature that lets patients join a virtual queue through their MyChart accounts to see the next available provider about an issue that doesn’t require in-person interaction. For example, patients with minor injuries or illnesses would be good candidates for on-demand video visits.
Problem Statement
Legacy Health has access to this feature but it is currently underutilized. The current service has a 5 step process, and on average, patients have to wait 46.1 days to see a primary care doctor at Legacy.
Due to this, 70% of Primary Care panels are closed. This is negatively impacting KPIs, including patient wait times and patient retention.
Evaluate the current designs for Epic’s On-demand feature to uncover potential pain points and gather insights to improve the product design.
Provide recommendations on changes and redesign a new version of the On-demand feature that could improve patients’ experience which will positively impact Legacy Health’s KPIs.
Solution
Like research but wish to directly experience the magic?
Existing System
The existing On-Demand Video Visits system at Legacy Health, built on Epic's platform, allows patients to join a virtual queue via their MyChart accounts to consult with the next available healthcare provider for non-emergency issues.
However, despite its potential to offer convenient and timely virtual care, the feature was underutilized. Preliminary research revealed significant consumer interest in On-Demand care, yet the system's current interface and workflow were found to be non-intuitive and cumbersome for patients.
Users experienced difficulties in navigating the scheduling page, understanding the wait times, and completing the eCheck-In process, leading to frustration and disengagement. These pain points highlighted a critical need for a redesign to improve usability, enhance patient satisfaction, and ultimately increase the adoption and effectiveness of the On-Demand Video Visits feature.
To thoroughly understand the issues within the current On-Demand Video Visits system and identify areas for improvement, I embarked on an extensive research phase. This phase was crucial in gathering both qualitative and quantitative data to inform my design decisions and ensure they aligned with user needs and expectations. By employing a combination of user interviews, usability testing, and surveys, I aimed to uncover the underlying pain points and gather actionable insights to drive the redesign process.
Research and Insights
Key Findings
Patients found the current interface confusing and non-intuitive.
1.
There were significant pain points in the workflow, including difficulty navigating the scheduling page and understanding wait times.
2.
Insights highlighted the need for a more user-friendly design that clearly communicated the process and benefits of On-Demand Video Visits.
3.
Initial Testing Results Summary
12
Moderated Tests were conducted on the existing platform to gather insights on the usability issues.
14
Issues were identified including - Overwhelming dashboard, confusing buttons, unnecessary steps, poor navigation, and inadequate UX writing.
“Users experienced confusion, frustration, and inefficiency due to unclear navigation, cluttered interfaces, and lack of multiple selection options”
Design Process
Armed with valuable insights from my research, I transitioned into the design process to address the identified pain points. I began by creating initial sketches and wireframes to explore potential solutions and gather early feedback. Iterating on these designs based on user feedback and usability testing was key to refining the user experience. My goal was to simplify navigation, enhance information architecture, and create a more intuitive interface. Through multiple design iterations and continuous collaboration with stakeholders, I developed high-fidelity mockups that effectively addressed the challenges and met user needs. These final designs were then prepared for implementation, ensuring a seamless transition from concept to reality.
Initial Sketching
Objectives
Identify primary objectives and users.
Understand the KPIs to measure the success of the service.
Make the process clear.
Competitor Analysis
Identify similar services to seek inspiration.
Create a polished MVP.
Understand user flow and optimise visual hierarchy.
Scalability
Understand aspects of scaling based on feature addition to the MVP was a very important thing to consider while redesigning.
Chalk out future scope.
Mid-Fidelity Wireframes
During the mid-fidelity design phase, I translated initial sketches and low-fidelity wireframes into more detailed and interactive designs. This stage was crucial for refining the layout, functionality, and user flow based on the feedback gathered from initial testing. By incorporating more precise elements and interactions, I was able to better simulate the user experience and identify any remaining usability issues. Regular feedback sessions with stakeholders and users ensured that the designs were aligned with their needs and expectations. The mid-fidelity prototypes served as a critical stepping stone, bridging the gap between conceptual ideas and high-fidelity mockups, allowing for thorough testing and iteration before finalizing the design.
Initial Dashboard Design
Improvements after testing
Hi-Fidelity Wireframes
In the high-fidelity design phase, I transformed the mid-fidelity prototypes into polished, development-ready designs. This stage involved adding detailed visual elements, refined typography, and consistent branding to create a professional and cohesive user interface. High-fidelity mockups allowed for more precise usability testing and ensured that every aspect of the design met the highest standards of user experience and aesthetic appeal. I collaborated closely with developers to ensure that the designs were feasible and aligned with technical constraints. The final high-fidelity designs not only addressed all identified pain points but also provided a visually appealing and intuitive interface that enhanced the overall user experience.
Final Design
Initial Design
Design System
Conclusion and Key Learnings
Learnings
Importance of iterative design and user feedback in creating effective solutions.
Value of collaboration with cross-functional teams to ensure successful implementation.
Influence on Approach
This project reinforced the significance of user-centered design and the need to continuously iterate based on user feedback.
It helped me understand how to successfully balance user needs and business metrics to deliver effective design solutions.