Helping at-risk patients find providers who understand their nuanced care needs
Under the direction of an industry sponsor, we worked to re-design a doctor search tool. My team focussed on helping patients find doctors that truly understand their unique medical and personal values to create long lasting relationships, reduce doctor shopping, increase satisfaction, and reduce doctor avoidance.
Under the direction of our sponsor: a major health insurance provider, our goal was to design and visualize a unique doctor search experience, to present our work to our clients, and to capture and communicate our design through documentation.
All team members participated in ideation, secondary research, and concept development. Together with Donglu, I worked on the prototype and visual design of the website. For our final presentation, I created an animated walkthrough of the user interface.
Secondary research is a great way to very quickly understand a new industry domain. We poured over relevant white papers, journals and articles looking at the Affordable Healthcare Act, recommendations for how to find and choose a doctor, how the United States healthcare system works, and why people switch doctors. We also looked at current tools used to find a doctor and what kinds of information they offer.
We identified two major areas that degrade the doctor-patient relationship: when someone is part of a socially stigmatized group, and when a person's chronic condition or conditions are not being addressed comprehensively.
We then looked at different venues used to inform doctor searches such as websites like ZocDoc, WebMD, and RateMD. We also looked at other mediums like Seattle Magazine's Best Doctor list, and board certifications. We compared sources by expert vs consumer opinion, and qualitative vs quantitative data.
It became clear current tools focus on impersonal data and do not facilitate easy decision making. We saw a design opportunity to find a solution that focuses on qualitative data
Having narrowed down on an area of focus, we set out to brainstorm ideas for a solution. I sketched out a concept for the UI before the group collaborated over some paper prototypes to be able to discuss finer points of the interface.
Our design initially provides users with basic search results and suggests that they use the personalized search filters to find better matches.
Patient preferences are then optionally saved to their profile to automatically provide personalized preferences in the future
Following are some of the initial designs of our questionnaire. These were then modified to the aesthetic you saw at the top of this page.
Our team presented our solution to the clients at their headquarters. In addition to the design, we were commended for tackling a really hard problem and thinking through how the solution would impact the workflow for not only the patients, but also the care providers and insurance company.