Kaiser Permanente Appointment Booking Feature Case Study
KeepR Native App Case Study
Background
My Grandmother went missing from a nursing home and the family was unable to find her for 5 hours.
Problem Statement
Kaiser Permanente customers need an easier way to book a doctors appointment because the current appointment booking user experience is confusing for most users.
Hypothesis
I believe that by improving the appointment booking feature for Kaiser customers we will get more appointments booked online. We will know this to be true when we see an increase of customers booking appointments in the system.
Project Details
Team Members
Jocelyn Yumang – UX Designer and Visual: We worked closely together on app designs.
Project Responsibilities
Product Design
Software
Hand sketch: Lo Fidelity Wireframes, Sketch: Medium and Hi Fidelity Wireframes, Prototyping: Invision
Design Process
Understand
Primary Persona
- Bree 32-year-old professional female
- Married
- 3 children
- Middle class
- 1 elderly grandmother
- Uses PC Laptop personal computer
- Uses android phone
- Vegan
- Avid runner
(MVP) Minimum Viable Product
- Basic account setup for user
- Ability to track profile members
- Simple tracking hardware with Bluetooth and GPS capabilities
- Hardware sync feature in the settings screen
- Basic alert functions
- Basic mapping software
Research
Competitive Analysis
- Usability testing was performed on all the different healthcare apps to see how users interact with the different applications booking features.
- Studied the various booking features and user flows of the different healthcare apps.
Sketch
Brainstorming
I used the process of brainstorming to flush out categories to organize the Keepr app concept. The categories that I chose for my app were App Design, What, Product, Alerts and Features.
Early Sketches
I created quick sketches to create concept layouts featuring the Dashboard, Profiles, Alerts and Settings screens. The Amber and Heart Rate Monitor settings featured in the early concept sketches were eliminated due to implementation difficulties.
Design
Lo Fidelity Wireframes Explained
Wireframes were used to organize the user interface into recognizable design patterns so that the user could easily navigate the application. The original wireframe Dashboard screen featured a simple profile picture in the left corner of the screen and didn’t show the user’s alert setting. The original wireframe Profile screen setting was redesigned in later iterations so that the user could navigate the settings area more easily by using drop down menus instead of going to a new screen. The original wireframe for the Notifications link was renamed to “Alerts” so that the end user could better understand its use.
Implementation
User Scenario Example
Enable tether settings for the profile member grandmother.
User Research and Method
In-person observational studies were conducted utilizing the Invision rapid prototyping mobile tool to perform user research. The user is given a user scenario like “add a new profile member to monitor”. The user is observed and must try and figure out how to add a new profile member to the app without assistance. User flows that are intuitive are kept and user flows that are difficult are redesigned.
Evaluate
Usability Feedback
What Works
- App is easy to navigate
- Good way to track loved one
- Wealth of features
What Doesn’t Work (Pain Points)
- Hard to track multiple users at the same time.
- How do you adjust profile members settings
- Settings has multiple layers of screens
Dashboard Pain Points: Revealed
Users are unable to monitor multiple member profiles on a single screen
User research revealed that users wanted a single unified screen where all profile members could be monitored at the same time without the need to use the carousel swipe feature to move between member profile screens views.
Dashboard Pain Points: Solution
List vs Grid Layout
List and grid layout were added to the Dashboard screens wireframes so that all profile members could be monitored on the same screen. I decided to test the various layout options using in person interviews. It was determined that the list view allowed more information to be presented for each member profile.
Final Dashboard User Flow
Hi Fidelity Wireframes
Conclusion
A lot of research and development went into creating an application that is centered around the users needs, while decreasing the need for users to drill down to different screens wasting valuable time. It was determined that users wanted a single location to gather all critical information, allowing the user to easily monitor all profile members on a single screen. If an alert is triggered, that specific profile member’s geo location will show up on the map screen view with a short description of the alert allowing the user to take action to protect the family member whose alert has been triggered.
Next Steps
- Add a call 911 feature when an alert is triggered
- Add more features to hardware like microphone capabilities