a Broken System
Closing the Gap with Patient Drop-Off Rates
My One Medical Source (MOMS) was conceived by comprehensive data suggesting that Patients (us) were not following through on doctor prescribed bloodwork (guilty as charged). This was mainly due to uncertainties with how to locate a blood draw center and the inability to schedule appoints across multiple B2B and B2C platforms.
Agile, Team Leadership, Mobile, Design Systems, Google Materials, Creative Direction, UX Research, UX
Where We Started
This project consisted of multiple dashboards and scenarios: patient view, physician view, clinic view, and lab view. Mapping out a cohesive system was a pivotal task since many of the user journeys were contingent on how a different user group interacted within the system.
Intense early conversations with stakeholders and target customers were critical to gain insight as to what mattered most to them and how we might understand underserved needs as-well-as identify specific value propositions. Through a series of collaborative design thinking exercises I mapped process and business journeys to define a structure that would best present this information in a more user-friendly manner and ultimately map out the entire product and customer experience.
How it Works
Why it's Important
Blood Testing Labs are generally testing at >35% capacity. What this translates to are large gaps available for additional blood tests using the existing sample for a more holistic approach to monitoring a patient's health including preventative health measures and early detection initiatives.
Patients are easily able to locate participating clinics near their home or office and schedule a date and time convenient with their schedules, thus closing the gaps with completed blood work appointments.
Physicians are able to order more tests and provide a comprehensive wellness roadmap to their patients.
Insurance companies were willing to invest in the additional blood tests because preemptive treatments are more economical than surgeries and potential long-term rehabilitation.
The Design Process
Throughout the research process, we gained insight into the company's audience and had a secure understanding of how to best deliver the customer experience.
MOMS' primary audience is mainly back-office employees and the interface designs were created with them in mind. Through research we knew that we DID NOT want to introduce a cumbersome new software or build a new invoicing platform.
By establishing a clear and concise positioning statement, we were able to design the best product solution for the client's needs.
Clinic reception dashboard
Now that we had a collaborative and defined design direction, we then partnered with an outside design agency to take our vision to the next level. Not that we didn’t think we could do the work, but having an outside agency’s perspective encouraged an environment of collaboration both internally and with external teams.
Clinic admin dashboard
Icons were designed to highlight the diverse testing procedures.
Patient Appointment Portal
By having a basic understanding of what patients (me, we, us) need when it comes to making any type of online appointment - the goal here was simple. Get in. Get what you need. Get out.
A mobile-first approach was the only option