Project synopsis
Ready offers a hybrid urgent care model, bridging telehealth and in-person services. Patients receive quality care and COVID testing at home, 12 hours a day, 365 days a year, with support from mobile medical professionals and telehealth clinicians.
I served as the design lead for both the patient and clinician experience.
In 2020, demand surged due to the need for COVID testing and mobile care due to social distancing.
Yet, all bookings were exclusively coordinated via phone, lacking a digital self-service option.
Phone bookings were time-consuming due to the extended process of gathering patient information, handling inquiries, and coordinating responders, often resulting in unnecessary follow-up calls for confirmation.
This caused a bottleneck. Ready missed out on many potential visits as responders and providers were underutilized. Patients faced lengthy calls with PSRs, often hearing no availability or canceling due to cost uncertainties and confusion about the novel service.
My goal was to launch Ready's inaugural digital booking system in order to: optimize operations, boost patient volume, and gather insights for both business improvement and a future native app.
I conducted extensive research, including listening to 30 patient calls, which revealed common themes of patient uncertainty about costs and insurance, as well as apprehension regarding appointment confirmations and next steps.
Additionally, I performed competitive analysis within the healthcare industry and explored analogous examples like Uber, Lyft, and Instacart for on-demand experience inspiration.
I also interviewed customer experience and domain experts to better understand existing booking pain points and potential solutions.
In my design approach, I prioritized the following:
- MVP Focus: Emphasizing usability and a streamlined experience for initial release, with plans for refinements.
- Mobile-First Design: Prioritizing mobile usability.
- Conversion Optimization: Minimizing steps and addressing funnel analytics and user feedback to enhance conversion rates.
User-Centric Mindset: Keeping in mind that patients booking visits may not feel their best and aiming for a positive user experience.
Early Figma prototype testing: Assessed usability and gathered initial user feedback, especially from tech-averse users, to guide quick, confident iterations.
Key features: Optical card reader, clear billing estimates, next-step confirmation screens, and SMS notifications.
Within just one month of launching mobile-friendly responsive site:
- 80% of bookings moved online.
- 6,000 monthly patients treated.
- Reduced PSR workload by ~500 weekly hours.
Visual story
— Patient
— Patient
— Patient