selecting a doctor
HMO users needed a way to select their doctors online. To design the right experience, I led workshops with key business stakeholders and a panel of doctors in each region. I also leveraged analytics, feedback from call centers, and usability testing.
Client
Kaiser Permanente
Category
User Experience, Visual Design, Navigation
Delivered
https://healthy.kaiserpermanente.org/southern-california/doctors-locations
After our workshops, I moved from sketches to wireframes and ultimately ended with high-fidelity designs. Before releasing the feature, I did one round of evaluative research to validate the flow and concepts. The end-product allowed users to select their doctor in real-time. I worked on this project from conception through development.
Results & Conclusion
- Before launch, the feature was tested with 8 users and received a SUS score of 95.6 (Kaiser Permanente aims for a SUS score of 80 or higher. Industry standard is 70 or higher).
- Finding and selecting a doctor had an incremental roll-out, starting with the largest region, Southern California.
- Calls regarding selecting a doctor decreased YOY after the initial release.
- Slight modifications were made to the design based on analytics, regional needs, and style guide changes with each additional regional release.
- Signing-up multiple family members for a doctor in one session was never enabled due to technical constraints, but it remains on the backlog for a future enhancement.