Doctors orders: Create a consultation wizard
How we created a medical assessment user flow
When Denver-based Health Sqyre approached our design team to create a patient onboarding protoype, we realized it would require understanding and simplifying a rather complex patient experience. Here’s how we created the consultation flow, a gateway to a medical supply e-commerce site, with a clean, patient-driven solution inspired by the feel of a real doctor visit.
My ROLE ON THE TEAM
User interviews
User flows
Wireframing
UX writing
OUR GOAL
Create an onboarding experience that eliminates confusion for patients
ARTIFACTS
Sketch files (mobile, desktop)
Invision prototype
Zeplin package
TIMELINE
One 3-week sprint
Health Sqyre is an online marketplace for sleep apnea diagnosis and medical supplies where patients can request prescriptions and treatment. Their innovative diagnosis and telemedicine service is coordinated with proprietary insurance agreements that make pricing immediately transparent and convenient.
How we diagnosed Health Sqyre’s current challenges
First, I conducted user interviews, which affirmed Health Sqyre’s assumptions about current frustrations occuring with traditional sleep apnea diagnosis and obtaining treatment.
Next, our team interviewed Health Sqyre employees to discover common pitfalls and user questions. They had an established ordering process, but sometimes patients went out of order, through no fault of their own. For example, patients need a prescription to receive a sleep apnea test kit, but that wasn’t clear on their site.
Another opportunity for improvement was discovering where a patient lived earlier in the flow, because their state of residence affects insurance coverage. We subsequently made residence one of the first questions in the user flow. If they lived in a state that Health Sqyre didn’t yet serve, the user flow would stop before asking the rather long series of diagnosis questions.
Ordering a CPAP machine for the first time is a complex and potentially frustrating process.
Establishing a simple flow with branching logic
There are many variables that affect a patient’s flow, and my team had to understand each possibility. The content had to guide the journey, as users can enter and exit the flow in different areas. The user flow framework grows from a complex decision tree, including all payment and prescription possibilities. Here’s an example of one user flow.
Preliminary diagnosis: Identify the user and the goal
WHO ARE YOU?
Patient (self)
Caregiver for a patient
Concerned loved one
WHAT IS YOUR GOAL?
Order a home sleep test (with or without insurance)
Refill a prescription
Find general information
The consultation wizard routes users to appropriate paths, each with content positioned to one of three audiences
How we considered customer-centric designs
The UI my team developed is aligned with Health Sqyre’s brand guidelines, however there are some departures that further propel the personalized experience.
- Deep teal color scheme to evoke a sense of calm
- Similar, yet distinct UI for the consultation experience
- Clean design represents safety, trustworthiness
- Relaxing color scheme is empathetic to some user’s feelings of anxiety
