Stealth startup
Three designers and I created a telehealth concept to help 911 callers with non-urgent health issues get faster, less expensive care.
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.
Stealth startup
Three designers and I created a telehealth concept to help 911 callers with non-urgent health issues get faster, less expensive care.
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
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
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.
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?
What do physicians want in a telehealth platform?
What kind of physicians are we designing for?
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.
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.
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.
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
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.
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.
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
Provide training. Novice telehealth physicians asked for this, but it was out of scope for MVP.
Indicate repeat callers and patients recently released from the hospital. These are nice-to-haves for experienced telehealth physicians.
Measure time on task. An important metric for success, as telehealth is extremely time sensitive.
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
Automatic import
Data from a 911 dispatcher or patient’s medical records should be imported, not entered manually.
Next steps
Provide training. Novice telehealth physicians asked for this, but it was out of scope for MVP.
Indicate repeat callers and patients recently released from the hospital. These are nice-to-haves for experienced telehealth physicians.
Measure time on task. An important metric for success, as telehealth is extremely time sensitive.
Patient information
During triage, physicians need to know a patient’s gender, age, date of birth, and location.
Integration
Physicians want to triage, schedule appointments, and arrange transportation for patients in one place.
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
The problem
People who call 911 with minor health problems wait longer to receive more expensive care.
Read next case study
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.
Stealth startup
Three designers and I created a telehealth concept to help 911 callers with non-urgent health issues get faster, less expensive care.
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
The problem
People who call 911 with minor health problems wait longer to receive more expensive care.
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.
Latest designs
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
Provide training. Novice telehealth physicians asked for this, but it was out of scope for MVP.
Indicate repeat callers and patients recently released from the hospital. These are nice-to-haves for experienced telehealth physicians.
Measure time on task. An important metric for success, as telehealth is extremely time sensitive.