Julia Tooker | UX Designer

Work

About

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Stealth startup

Three designers and I created a telehealth concept to help 911 callers with non-urgent health issues get faster, less expensive care.

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To comply with my non-disclosure agreement, I have omitted confidential information from this case study. The information in this case study is my own and does not necessarily reflect the views of the company.

Team

Timeframe

4 designers

3 weeks (April - May 2019)

My role

Project management

Personas
User flows
Led client meetings
Led one usability test
High-fidelity prototype

Tools

Sketch (with InVision)
Figma
Zoom
Miro

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The problem

People who call 911 with minor health problems wait longer to receive more expensive care.

Research

A health care startup asked us to design a platform for physicians to route 911 callers with non-urgent health problems to the most appropriate site of care.

Our first step was to conduct user research. We interviewed five physicians to understand their attitudes, behaviors, desires, and experiences with other telehealth platforms.

What do physicians want in a telehealth platform?

Automatic import

Data from a 911 dispatcher or patient’s medical records should be imported, not entered manually.

Integration

Physicians want to triage, schedule appointments, and arrange transportation for patients in one place.

Patient information

During triage, physicians need to know a patient’s gender, age, date of birth, and location.

Patient summary

After speaking with patients, physicians want to send them a summary of their encounter.

What kind of physicians are we designing for?

Novice telehealth physicians

Goal: Triage patient based on medical history and chief complaint

Pain point: Learning curve with telehealth and 911 triage software

Experienced telehealth physicians

Goal: Process patients as quickly as possible

Pain point: Triaging patients, scheduling appointments, and arranging transportation across different applications is inefficient and time consuming

Our solution

By creating an integrated platform for triage, telemed, appointments, and transportation, physicians can more quickly navigate 911 callers with non-urgent health issues to sites of care.

Concept exploration

With interview insights and business goals in mind, the design team and I explored concepts for the platform.

We started with user flows to understand how pieces of the experience would work and fit together. Then, we translated our flows into sketches, which evolved into high fidelity wireframes as we iterated.

User flows

Triage

Physicians can record notes while triaging patients and see notes from the 911 dispatcher imported into the platform via a computer aided dispatch (CAD) system.

Appointment

Data from Triage is imported into an appointment scheduler. Physicians can determine to which urgent care or clinic a patient should go based on the patient’s health issue, insurance, and location.

Transportation

If a patient is unable to drive themselves to an urgent care or clinic, physicians can arrange transportation for them. Data from previous steps are imported into a transportation scheduler.

Confirmation

Physicians see a summary of the patient encounter, which they can send to a patient.

Sketches

Triage

Sections within My Notes tab created based on user interviews. Overall layout inspired by telehealth software such as Pager, AMR, Low Code, AmericanWell, and Doctors on Demand.

Appointment

Appointment scheduler tab layout and features inspired by user interviews, as well as Zocdoc and Uber Health.

Modular layout

Layout with persistent video chat inspired by user interviews and other telehealth software.

Changes based on user feedback

Triage

“Inputting Subjective, Objective, Assessment, and Plan notes into one field rather than separate fields would be easier.”

Appointment

"An address field is more helpful than a zip code, especially in rural areas."

Transportation

"Break up time field into fields for pick up time and appointment time."

Design iterations

Version 1

Triage Page, designed in Sketch with team

Version 2

Triage Page from Version 2, designed in Figma independently​

Latest designs

Takeaways

  • Strive for simplicity, especially when users’ time is limited.

  • Change is the only constant in design. Embrace and expect it from users and stakeholders.

  • Proactive, frequent communication with partners is key to working efficiently.

  • Avoid featuritis and scope creep to deliver elegant designs quickly.

Next steps

  1. Provide training. Novice telehealth physicians asked for this, but it was out of scope for MVP.



  2. Indicate repeat callers and patients recently released from the hospital. These are nice-to-haves for experienced telehealth physicians.



  3. Measure time on task. An important metric for success, as telehealth is extremely time sensitive.

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