Mobile Design

Patient Arrival and Check-in Flow | Patient-led Scheduling

The Ask

These designs and stories were built from existing designs that the team created. Some page designs were created by additional teams for us to use, for example, the kanban board for patient appointment tracking. As the Patient Administration team, we needed to incorporate our stories into these existing page designs.

The UX Stance

Our biggest focus was to simplify the system and bring as much information to the user so that they don’t have to go find the information themselves. While working on this redesign, we had a few assumptions that we made with our Product team that we built this design off of.

  1. Our system is connected
    - All products that our users need to do their job are integrated into one.

  2. Our users wear multiple hats
    - A PAS user could be the front desk greeter, scheduler, call center, clinic administrator, and so many more jobs, in one. Our system needs to be able to flex with what they are doing and who they are talking with, on the fly.

  3. They system does the hard work for our users
    - Instead of our users needing to fact find, and put the puzzle pieces together themselves, we want the system to do that for them. 

  4. Push the work onto the patient to do in the Patient Portal
    - To lessen the workload on our users, we pushed for a better Patient Portal experience (a separate team worked on this). With a well built and user friendly Patient Portal, it brings self-service to the  forefront, it pushes the more simple tasks onto the patient to complete on their own time.

Current Healthcare Product

Patient Arrival and Check-in Flow

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Watch a click-through prototype

Call center queue with an AI overview of why the patient is calling in

Call center queue with an AI overview of why the patient is calling in

The user opens Sandra's task and begins reviewing. The user calls the patient to begin the scheduling task

The user opens Sandra's task and begins reviewing. The user calls the patient to begin the scheduling task

Sandra chooses an appointment

Sandra chooses an appointment

Once an appointment has been selected, additional information is needed to complete scheduling

Once an appointment has been selected, additional information is needed to complete scheduling

Once all information has been gathered, the user then sees an overview of what was completed on the phone call, with the opportunity to schedule additional appointments

Once all information has been gathered, the user then sees an overview of what was completed on the phone call, with the opportunity to schedule additional appointments

Sandra doesn't need any additional appointments scheduled, so the user opens the call controls and hangs up with the patient

Sandra doesn't need any additional appointments scheduled, so the user opens the call controls and hangs up with the patient

Once the call is complete, the system creates an AI summary of the call notes that the system took for the user to review

Once the call is complete, the system creates an AI summary of the call notes that the system took for the user to review