Reimagining the
patient app
as an end-to-end primary care experience
DOCTOR ON DEMAND • 2021
I redesigned Doctor on Demand to support long-term health relationships. Brought video visits, prescription management, health tracking, and care team messaging together under a new design system.
My Role
Product Designer, Mobile
Tools
Figma, inVision, Principle, Adobe Illustrator
Key Themes
Interface Design, Interaction Design, User Research, Market Research, Animation,
Front-End Development
Overview
What is Virtual Primary Care?
Over the last year, Doctor On Demand has shifted its focus from providing on-demand urgent care services, to offering everyday care that helps patients accomplish their goals and live generally happier, healthier lives.
Goals
• Create an onboarding process that easily collects relevant information while informing users of our products and services
• Empower patients to find and schedule visits with providers that best meet their needs
• Provide tools that encourage users to engage with our care team members and regularly work on their health goals - from managing high blood pressure, to anxiety
User Profile
Sarah
• Early 40’s
• Works full time and takes care of children
• Has pre-existing medical conditions (Hypertension, Anxiety)
User Needs
To find a regular care provider for herself and her child that she can see from the safety of home
Goals
• To lower her blood pressure
• To better manage her anxiety
Research
Brainstorm
The first step of the redesign was to organize focus groups to determine specific focus areas, and come up with ideas to better improve our in-app experience.
We used Miro, a digital whiteboarding tool to synthesize insights from the focus groups.
Inspiration
When looking for inspiration, I like to look at the competition and lay out the elements that I find interesting, in order to drive my own design decisions.
Teladoc
• Satisfying use of animation
• Progress bars/friendly helpful messaging to flow users through
ZocDoc
• Great structure in provider profiles &
appointment lists
• “Wellness guide” for health tracking
One Medical
• Step-by-step onboarding & intake (lessens user cognitive load)
• Simple navigation
• Use of iconography/illustration for graphic communication
Design System
I like to start my design process by laying out a system of reusable components. This makes sure the design patterns are simple and consistent throughout the app experience.
I created each element, referencing our brand identity guidelines and the Apple HIG (Human Interface Guidelines).
Designs
Onboarding & account setup
User needs
• To effortlessly provide all necessary medical information
• To get an overview of services offered and pricing details
User flow
Wireframes
Sign in
Create an account
Add dependents
Add employer benefits
OCR card reader
Pricing summary
Feature-in-action
Account setup
• Uses animation to assure the user of the success of their actions
• Includes a progress bar to set expectations of how long the intake process will be
• Friendly language, step-by-step to reduce cognitive load
Welcome to Total Virtual Care
User needs
• To learn how to navigate the application
• To learn how using each feature benefits their physical & mental wellness
User flow
Wireframes
Intro modal
Custom PCP selection
Physical & mental care
Labs, orders, referrals..
24/7 messaging
Ongoing health tracking
Feature-in-action
Tutorial cards
• Introduces the user to the application
• Highlights the important features
• Gives some insight on how to use each feature through photos and videos
Selecting a Primary Care Provider
User needs
• To find a provider that meets their personal preferences and care needs
• To learn about the backgr & qualifications of the provider before choosing
User Flow
Wireframes
Home
“Get care” screen
Filling in health profile
Provider list
Provider bio
“Get care” screen (updated)
Feature-in-action
Provider selection
• Allows users to filter through providers by personal preference
• Displays the provider’s biography, including experience, credentials and specialties
• Includes a “video introduction,” giving a more personalized look at each provider
Scheduling a visit
User needs
• To quickly find the right provider that can treat their issue
• To have the options to either a provider immediately, or book a visit for a future time, depending on the urgency
User flow
Wireframes
Appointment calendar
Setup
Review health profile
Payment confirmation
Visit list
Upcoming visit detail
Feature-in-action
Appointment selection
• “Get care” screen highlights the PCP’s next available appointment, and gives the patient quick alternative options based on their preferences
• Calendar displays available days and time slots for a quick “two-tap” decision process
• Gives the user the option to schedule the visit for a custodian/dependent
Having a video visit
User needs
• A way to enter in their vital information correctly, with clear instructions
• The ability to select their own preferred pharmacy
• A video-UI that feels similar to facetime, where the user can easily manage the camera, microphone, and abort the call
User flow
Wireframes
Notification
Temperature check
“How-to” modal
Pharmacy selection
Pre-visit tech check
Video visit
Feature-in-action
Selecting a preferred pharmacy
• Gives a map view, and a list view sorted by distance
• Provides information about the pharmacy, such as address and hours
• Allows the user to filter pharmacy by hours or delivery capability
After the visit
User needs
• To have a full record of the visit, including diagnosis and orders
• To have a place where they can receive lab results in a way that is readable and user-friendly
• To have a portal to instant message with nurses and care coordinators in case they need help between visits
User flow
Wireframes
Post-visit detail
Prescription list
Prescription detail
Message hub
Chat thread
Lab order list
Feature-in-action
Receiving lab results
• Includes tags that communicate if a lab order is ready, pending, or not yet received
• Displayed in a way that is user-friendly, rather than scientific and clinical
• Allows users to paste directly into chat with care team members, in case the user has questions
Ongoing care & care plans
User needs
• To have a place to read important information about their conditions
• To track and monitor important vital information, such as blood pressure readings, or lab results over time
• To have mental health tools, such as journals and mood trackers that can help patients identify patterns and behaviors
User flow
Wireframes
Care Plan homepage
Education
Daily journal
Mood tracker
Vital tracker
Add vital data
Feature-in-action
Creating a journal entry
• Allows users to attach a “mood” to each entry, or a title/topic
• Users can track their moods over time and review journal entries attached to them
• Journal entries can be shared with behavioral health counselors during sessions for talking points
Conclusion / Measuring success
TBD! Under construction