Designing a streamlined healthcare experience
I worked on a project with Kaiser Permanente to help redesign their online patient experience with a cross-functional team of designers from DesignMap and Kaiser Permanente, as well as, developers, project managers and directors. We worked to apply UX patterns across the logged-in patient experience on web and mobile platforms.
Aligning major payment flows
Refilling prescriptions and paying bills online are all part of the new Kaiser Permanente portal experience.
Differing flows
From the start, the Pharmacy Payment and Bill Pay flows differed. We started brainstorming how the flows could become more alike, without compromising an intuitive user experience.
Finding alignment
Meeting with engineers and key stakeholders on a regular basis, we gained insight into the PCI and business requirements that would constrain our designs. We sketched solutions, iterated and constantly cross-checked with the engineering team to make sure our designs would pass technical requirements.
A streamlined experience
Now the experiences for refilling a prescription and paying bills have the same mental model. There are three basic steps when checking out: entering amount or estimate, choosing payment method and reviewing the order.
Welcoming users to a new home screen
The new home page is designed with a new set of tools that help users better manage their healthcare. How might we introduce these new tools in an effective way?
Process
While the previous landing page consisted of links that connect people to different tools, the new home page has regularly used tools all in one place. Kaiser Permanente asked us to design an experience to help users familiarize themselves to this improved page. Although a page 'tour' was favored, a carousel feature was more feasible for the product timeline. The carousel design guides users through the different welcome page features one-by-one. The carousel will automatically show the first few times a user logs into her account, however, she has the opportunity to opt out of viewing the carousel in the future.