Health Care Appointment Management

PROBLEM STATEMENT: Acme Health Care has put out a request for proposal for a new project.  They want to create a new, fresh, modern patient experience... call it "Siri for Healthcare."  They are looking for a way to have great cross-channel customer experiences.

Their initial challenge lies in the appointment management area.  They receive many phone calls from patients and their families who need to make, reschedule, and cancel appointments.  Reminding patients of their appointments is also a key business driver, as missed appointments are costly.  As part of the RPF, we're creating a demonstration app for them that will meet this key need -- as well as proposing other concepts outside of this demonstration.

  • Ideation

  • Concept sketches

  • System personality

  • Style

High Level Design Sketches

Our demo creation began with a team ideation and brainstorming session which resulted in the following four concepts:

  • Conversation: New appointment

  • Conversation: Using a predictive model to proactively assist a caller with their appointment 

  • Conversation + mobile web: Making a new appointment

  • SMS appointment reminder and rescheduling

System Personality and Style

The client gave us a design brief which had three very different concepts for the system personality.  In order to respond to the design brief, I created three high-level conversations showing how I would write for each type of system.

  • Conversations: Three personality concepts

System Personality and Style

The client gave us a design brief which had three very different concepts for the system personality.  In order to respond to the design brief, I created three high-level conversations showing how I would write for each type of system.

  • Conversations: Three personality concepts

Design Direction

Normally at this point I'd validate our high-level design decisions by showing a more formal prototype to some real users.  Since this was for a proof of concept, we did some simple "read-aloud" testing of our concept with some friends and family. 

Design Direction

Normally at this point I'd validate our high-level design decisions by showing a more formal prototype to some real users.  Since this was for a proof of concept, we did some simple "read-aloud" testing of our concept with some friends and family. 

Concept testing

Design Direction

Detailed Design

blahblah

Live Demo

Blah blah