Rebuilding a Broken System
How might we close the gap with patient drop-off rates and build a healthy ecosystem?
Project Brief
Client
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Fabric Agency
Role
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UX/UI Lead
Industry​
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Healthcare B2B & B2C
Project Description
My One Medical Source (MOMS) was created based on extensive data indicating that patients were not following through on doctor-prescribed bloodwork, which I must admit I've been guilty of as well. This was primarily due to uncertainties about finding a blood draw center and the inability to schedule appointments across multiple business-to-business (B2B) and business-to-consumer (B2C) platforms.
Why Are We Here?
This project involved creating several dashboards and scenarios, including patient, physician, clinic, and lab views. Designing a cohesive system was crucial, as many user journeys depended on how different user groups interacted within the system.
The early and in-depth discussions with our stakeholders and target customers were not just essential but invaluable. Their input was crucial in understanding their priorities and identifying unmet needs and specific value propositions. Through collaborative design thinking exercises, we were able to map out processes and business journeys, developing a structure that would present information in a more user-friendly way and enhance the overall product and customer experience.
Overview
What made this project complex and unique is that there were many different handoffs, including patient and insurance information, as well as sample care with complex shipping requirements.
Early Insight
Patient samples and information were processed into unique systems with many inbound and outbound handoffs
Patient
Physician
Clinic
Lab
Logistics
With multiple touch-points - sensitive patient information was getting lost within the complex systems
Our Plan
Create an ecosystem designed to contain all information, including patient, lab, and clinic portals.
01
Patient
Our proposed plan revolves around putting the patient at the center. We needed to ensure that the process is seamless. To make our machine work, we also had to motivate and encourage the patient to visit a phlebotomist and have samples drawn.
02
Physician
Having a system in place to track and monitor patient and lab processes has proven invaluable for physician office workers.
03
Clinic
Allowing patients to choose a location convenient to their home or office was beneficial. Partnering with mobile phlebotomy companies removed excuses for not starting the process.
04
Lab
Providing specific logistical guidelines facilitated a seamless testing process, thus opening the door to additional testing procedures to promote a more comprehensive wellness plan.
Research Insights
1
Blood Testing Labs generally test at >35% capacity. This translates to large gaps available for additional blood tests using the existing sample, allowing for a more holistic approach to monitoring a patient's health, including preventative health measures and early detection initiatives.
Patients can quickly locate participating clinics near their homes or offices and schedule a date and time convenient to their schedules, thus closing the gaps with completed blood work appointments.
2
3
Physicians can order more tests and provide a comprehensive wellness roadmap to their patients.
4
Insurance companies were willing to invest in additional blood tests because preemptive treatments are more economical than surgeries and potential long-term rehabilitation.
Next Step: Map the Journeys
This step was the most tedious and time-consuming in the process. We had to map where the samples and patient status ended up during the journey, and we also had to pay close attention to HIPAA laws and other confidentiality regulations. Since this product interacted with multiple systems, we had to ensure the utmost care when conceptualizing these system flows.
Beta Launch Design Exploration
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 learned that our office users wanted to avoid introducing cumbersome software or onboarding a new invoicing platform.
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"We DO NOT need another scheduling application"
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By establishing a clear and concise positioning statement, we were able to design the best product solution for the client's needs.
Clinic dashboard
Clinic admin dashboard
Lab Settings
Iconography
Custom icons were designed to highlight the diverse testing procedures.
Heart Health
Functional Health
Women's Health
Allergy Testing
Digestive Health
DNA Testing
Men's Health
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.
Project Results & Metrics
The UX team redesigned the process to address the issue of patients neglecting doctor-prescribed bloodwork. This involved creating a single ecosystem through stakeholder and customer engagement, resulting in user-friendly interfaces.
Patients gained convenient scheduling and location options, while physicians acquired valuable tools for tracking patient progress and planning comprehensive wellness strategies. Collaboration with mobile phlebotomy services ensured smoother workflows for clinics and labs.
Through our extensive research, we not only developed a more holistic approach to healthcare but also discovered multiple untapped revenue streams and cost-cutting initiatives.