Visit Manager | Case Study

Overview

Problem:After a user schedules of a clinical healthcare appointment organization needs flow collecting from patients information which is historically done on a clinic location kiosks.

authentication
collect patient consent forms
coverage and insurance details
payment card details

Requirements:

Ensure New Design Meets (WCAG) 2.1 Level 'AA' Accessibility Guidelines.
Provide A11y Design Support to all UX staff and development staff Supporting visit manager Design and implementation.
Provide A11y Design Annotations with Design deliverables as a Handoff to the Development team for implementation.

Solution:a digital responsive web flow available from users' personal & preferred digital device helping them prepare and check in for a health clinic visit.

Solution Team

The design brainstorming exploration, solution proposals and deliverables were chiefly owned and performed by 5 members of the User Experience Design team:

User Experience Designer (UXD)
User Interaction Designer (UID)
Content Strategist
Researcher
Accessibility Designer *

My contributions as Accessibility Designer:

Take inventory review all the screens and capabilities of the kiosk in the clinic
Spotlight concerns and accessibility gaps missing from the kiosk experience in the clinic that the web app could alleviate
Collaborate with UX team in a redesigning a digital flow for the experience
Participate in design iterations of preparing users for the upcoming clinic visit
Provide ux with Design discussions around common accessibility technology concerns with Designs and how to Support all users and avoid accessibility barriers.

Design Stage

Legacy Kiosk Experience & New Responsive Redesign

Minute Clinic in-store Kiosk and Visit Manager authentication Screen on mobile — **figure:** MinuteClinic kiosk setup with monitor, numberpad, credit card reader and mouse ball and the Visit Manager Web flow Authentication screen on iPhone Mobile Device.

Clinc Visit Scheduled - Confirmation Page and Messages

Scheduled Visit screen desktop, Email and SMS messages on mobile — **figure:** Last page of the Scheduling Flow, Confirms that the MinuteClinic Visit has been scheduled and clinic sends both a confirmation email and SMS message to the user.

Clinc Visit Scheduled - Confirmation Email Design

Confirmation Email with appointment details: who, when, where, confirnation code, reschedule/cancel, add to calendar and start precheck links and additional instructions. — **figure:** Scheduled Clinc Visit Confirmation Email on Desktop

Clinic Visit Scheduled - PreCheck-in Required SMS Design

SMS Message, clinic location, time, instructions and the links for start the required preCheckin and Cancel visit — **figure:** Scheduled Visit SMS Contents - confirmation details about visit and options to start precheck or cancel the appointment.

Visit Manager ( Visit Checkin & PreCheck-in) - Authentication

Authenticaion screen on Desktop and mobile — **figure:** Authentication Screen - Desktop & Mobile

Start Precheck

**figure:** Precheckin Screen - informs whats coming in precheck process and shows the clinic Visit details (service type, who, when, where).

Consents to Treat & Share Info

Consents to Treat on desktop and mobile — **figure:** Screen provides Consents to Treatment of service care legal form.

Consents to Share Information - Desktop & Mobile — **figure:** Screen provides user Consents to Share Information legal form.

Select Coverage & Insurance

Select Insurance Type screen - Desktop and Mobile — **figure:** Select Insurance Type screen - user can select from radio button option for Private health insurance, traditional Medicare plan, Medicaid plan or none of the above options.

Adding Insurance Details

Add Insurance Details screens - Desktop & Mobile — **figure:** Screen for Adding Insurance Details with use of insurance card images or take a photo of card and skip add insurance option

Screen with insurance card images selected - Desktop & Mobile — **figure:**Insurance Image files selected and ready for optical character recognition (OCR) processing

confirmation of insurance data screen — **figure:** Confirmation insurance data captured from OCR processessing of images is correct information.

insurance details sent - Desktop and Mobile. — **figure:** Screen confirming that the insurance details have been sent to the Clinic

Add Payment Card

figure: add a payment card - Desktop and Mobile. — **figure:** Screen with form for adding a payment card details.

Precheckin Complete

Retrospective

Closing thoughts and Accessibility Recommendations regarding project next steps and ways to enhance and support more users.

Embrace Magnification Users by updating Progress Bar Element. The Application could embrace low vision and screen magnification users by aligning critical information more on right side of the screen. The Progress bar percentage information hangs far right in the current design. Magnification users reported not being aware or identify element as a progress bar or aware of its changing without excessive scrolling. A11y recommendation move percentage information to left with other progress label.
Insurance Collection: multi means of Input data.The current flow only supports the collection of insurance with images of insurance cards. While users can skip providing insurance without an image file or taking a photo. Some users might not have insurance card handy, a working camera or the ability to easily take photos of an insurance card. Experience could support those with hand/arm mobility, low or no vision by allowing insurance data by text-filed inputs.
Insurance Collection: Users with Learning or Cognitive differences by design with consistent placement Actions in Layout. The 'Skip insurance for now.' Actions was placed after the main Call To Action button which is usually the last element found on the page. Users reported missing such actions and felt would have helped them if they had knew about the option. Consistent Layout design can in particular help users with Cognitive or Learning related differences.