Product Design | Healthcare | Responsive
Well Street Urgent Care
WellStreet is a company specializing in the development and operation of retail Urgent Care networks.
Enhancing Urgent Care Booking for Seamless Patient Experiences
Objectives
Role & Team
Duration
Optimize speed and simplicity in the online booking experience,
Eliminate unnecessary steps,
Redesign the website for responsive layouts on both mobile and desktop.
Product Designer (me)
Design Lead
Product Manager
Data Analyst
15+ Software Developers from external company
December, 2022 to July, 2023
This is a story of three happy urgent care patients from 3 distinct segments.
Let's delve into the narrative of a 25-year-old named Conner and explore why he is now content and satisfied.
Conner once said:
“When I’m sick, I want to be able to book at an urgent care near my work or home for the same day without having to speak to anyone.”
Conner is happy and satisfied because:
🕒 Simplified and accelerated booking process
Before: He had to navigate through an overwhelming 8-tap booking process, causing frustration and delays.
Now: I streamlined the process to just 3 taps, making appointment scheduling quick and hassle-free for Conner.
💡 Guided Check-in and Registration Journey
Before: The check-in and registration processes lacked clarity, leaving Conner perplexed.
Now: I implemented a guided journey, providing clear steps, eliminating confusion, and enhancing the overall experience.
📷 Efficient Photo Uploads
Before: Conner faced challenges uploading photos of his driver's license and insurance card, leading to multiple front desk visits.
Now: I introduced a seamless online uploading process with real-time quality checks, allowing Conner to upload documents effortlessly.
Now we know why our character is happy.
⏮️ Let’s run the tape back to show how we come to this end.
Discovering Urgent Care Dynamics:
A Lone Designer's Strategic Approach
Crafting Patient Profiles:
Understanding Well Street's Diverse Audience
From this foundation, I defined three distinct user personas with my design lead, each representing a specific segment of Well Street's patient base.
Conner, the Busy Professional, sought a seamless experience, frustrated by unclear photo requirements and multiple front desk visits during registration.
Abby, the Busy Mom, faced challenges with redundant steps and data entry for her kids, yearning for a more efficient and empathetic registration process for families.
Tony, the Elderly Patient, navigating walk-in registration without a smartphone, struggled with paperwork due to physical limitations, craving a more accessible and accommodating system.
Mapping the User Journey:
Understanding User Flows
Collaborating with my team, we conducted three patient experience mapping sessions with the Well Street team, delving into episodes, above-ground touchpoints, below-ground actions and systems, problems, opportunities, and brainstorming future state ideas.
Designing Digital Realities:
Bringing Ideas to Life
From conceptual sketches to the digitization of mid-fidelity wireframes, the design journey gained momentum. I communicated these ideas through prototypes and user flows to show our stakeholders how our design solutions solving the current problems and align with business needs.
Adapting to Changes:
Evolving with the Project
As the project evolved, so did its scope. The main website underwent a significant transformation into four internal brands, each needing a distinct visual identity. To optimize development, a strategy emerged—I created adaptable components/sections, can be adjusted based on each brand's unique design.
Bringing Brands to Life:
Making Designs Match Branding
Once mid-fidelity designs got the green light, I worked closely with the Well Street’s marketing team. The goal was to make sure our designs fit well with Well Street's brand for each of the four brands. I also created detailed style guides and design systems for each brand.
Daily Updates and Precision:
Coordinating with the Development Team
As the project end neared, keeping everyone in the loop became crucial. Daily meetings with the external development team of 15+ and regular updates on user stories on Azure board ensured everyone was on the same page regarding progress and design coverage.
Navigating Challenges:
Lessons Learned in Crafting a Transformative Design Journey
In my role as the sole designer for our client Well Street Urgent Care, I embarked on a comprehensive journey to uncover and address the existing pain points and challenges within their system.
To begin, my team conducted in-depth interviews with key stakeholders, engaging in knowledge transfer sessions. Phone interviews with site PCR's and managers, along with on-site visits to two clinics in Georgia, provided valuable insights into the current operational landscape. Surveys at both clinics and a meticulous analysis of the survey data were crucial steps in understanding the intricacies of the urgent care experience.
Being the sole designer meant being involved in every step – from research to making the design a reality. Despite challenges, this journey improved my skills especially in time management and client relations, resulting in a design that enhances urgent care for patients like Conner, Abby, and Tony.