Optimizing Patient Onboarding
Optimizing Patient Onboarding
US Medical Exams
US Medical Exams
My Role
Product Designer
Team
Bray Templeton, Ravi Dykhoff, Matthias Kochmann
Tools
Figma, Hotjar
Skills
Heuristic Evaluation, Usability Testing, Product Strategy, Sketching, Wireframing, Prototyping, Design Systems
Overview
US Medical Exams is a platform at the intersection of healthcare and immigration. This product streamlines a key part of the Green Card process for non-US citizens, the I-693 Form.
As a founding UX Designer, I led all efforts of the design process including usability testing the current product and designing 3 new features including document upload, user flow for patients with no records or insurance, and multi-family member onboarding.
US Medical Exams is a platform at the intersection of healthcare and immigration. This product streamlines a key part of the Green Card process for non-US citizens, the I-693.
As a founding Product Designer, I led all efforts of the design process including usability testing the current product and designing 3 new features including document upload, user flow for patients with no records or insurance, and multi-family member onboarding.
US Medical Exams is a platform at the intersection of healthcare and immigration. This product streamlines a key part of the Green Card process for non-US citizens, the I-693 Form.
As a founding Product Designer, I led all efforts of the design process including usability testing the current product and designing 3 new features including document upload, user flow for patients with no records or insurance, and multi-family member onboarding.
My Role
UX Designer
Team
Bray Templeton, Ravi Dykhoff, Matthias Kochmann
Tools
Figma, Hotjar
Skills
Heuristic Evaluation, Usability Testing, Product Strategy, Sketching, Wireframing, Prototyping, Design Systems
The Problem
Users of the platform face uncertainty and inefficiency due to a lack of clear guidance during the document upload process, an unclear path to obtaining necessary vaccinations or tests, and the inability to process multiple family members under a single account, resulting in a fragmented experience and diminished trust.
Users of the platform face uncertainty and inefficiency due to a lack of clear guidance during the document upload process, an unclear path to obtaining necessary vaccinations or tests, and the inability to process multiple family members under a single account, resulting in a fragmented experience and diminished trust.
The Solution
The Impact
150% ⬆️
Increase in vaccine upload task completion rate
20% ⬇️
Reduction in number of help request messages
3x ⬆️
Increase in amount of family group applications
150% ⬆️
Increase in vaccine upload task completion rate
20% ⬇️
Reduction in number of help request messages
3x ⬆️
Increase in amount of family group applications
+150%
Increase in vaccine upload task completion rate
-20%
Reduction in number of help request messages
3x
Increase in amount of family group applications
Starting with the Landing Page
Starting with the Landing Page
Reviewing Analytics of the Existing Product
✅
✅
✅
Most users are engaging with the CTA and starting the onboarding process, creating a healthy bounce rate of 39%.
Most users are engaging with the CTA and starting the onboarding process, creating a healthy bounce rate of 39%.
❌
❌
❌
Users are searching in FAQ for basic information, particularly the cost and required vaccines needed.
Users are searching in FAQ for basic information, particularly the cost and required vaccines needed.
Usability Testing the Existing Onboarding Process
Usability Testing the Existing Onboarding Process
Sourcing the Right People
5
Participants
60%
Navigated a work visa or Green Card process
0%
Navigated an immigration process online
Sourcing the Right Participants
5
5
Participants
Participants
60%
Had navigated a work visa or Green Card process
Navigated a work visa or Green Card process
60%
0%
Navigated an immigration process online
0%
User Tasks
1
Tell me how much the I-693 medical exam costs.
2
Which vaccines do you need to pass your exam?
3
Sign up for an account.
4
Upload vaccine documents and check their review statuses.
1
Tell me how much the I-693 medical exam costs.
2
Which vaccines do you need to pass your exam?
3
Sign up for an account.
4
Upload vaccine documents and check their review statuses.
1
Tell me how much the I-693 medical exam costs.
2
Which vaccines do you need to pass your exam?
3
Sign up for an account.
4
Upload vaccine documents and check their review statuses.
Key Findings from Testing
Insight: Users are not being fed key information on landing page.
Insight: Users are not being fed key information on landing page.
Users expected to find cost and required vaccines towards the top of the landing page in 'What is the I-693?' section.
Users expected to find cost and required vaccines towards the top of the landing page in 'What is the I-693?' section.
Insight: Users crave visual indication of document upload progress and success.
Insight: Users crave visual indication of document upload progress and success.
"Does it [vaccination document] automatically upload? I would assume they [civil surgeon] are reviewing all those documents to see if they fulfill any of the vaccinations."
"Does it [vaccination document] automatically upload? I would assume they [civil surgeon] are reviewing all those documents to see if they fulfill any of the vaccinations."
— Regina L.
Insight: CTA on the document upload module is unintuitive.
Insight: CTA on the document upload module is unintuitive.
Multiple users tried clicking on the 'drag and drop' icon for document upload.
Multiple users tried clicking on the 'drag and drop' icon for document upload.
Creating an Informative Landing Page
Creating an Informative Landing Page
Existing
Proposed
Improving the Document Upload Process
Improving the Document Upload Process
Existing Process
Key Changes Made
📤
Adjusted the upload prompt to align with user instincts observed during testing
👀
📤
Implemented a visual experience that communicates upload progress and includes key file data with a photo preview
Adjusted the upload prompt to align with user instincts observed during testing
👀
Implemented a visual experience that communicates upload progress and includes key file data with a photo preview
🔍
Created buttons that make it obvious where to view your uploads versus check their approval status
🔍
Created buttons that make it obvious where to view your uploads versus check their approval status
Revised Process
What About Users Without Vaccine Records?
What About Users Without Vaccine Records?
Understanding our User Types
Visualizing User Flows
Final Product
No records, no insurance
No records, has insurance
Nevermind, I have records
No records, no insurance
No records, has insurance
Nevermind, I have records
What About Users Without Vaccine Records?
Understanding our User Types
Visualizing User Flows
Final Product
No records, no insurance
No records, has insurance
Nevermind, I have records
No records, no insurance
No records, has insurance
Nevermind, I have records
Getting the Entire Family Their I-693 Forms
How Would Account Access be Structured?
Mapping Out the User Flow
Final Product
Enabling the Entire Family to Get Their I-693 Forms
How Would Account Access be Structured?
Mapping Out the User Flow
Final Product
What's Next for US Medical Exams?
What's Next for US Medical Exams?
🤖
Integrate an AI Language Model to review vaccine documents, categorize them by disease, and set approval statuses
🌁
Expand to more offices in the SF Bay Area and ship a feature that allows for scheduling with multiple care providers
🤖
Integrate an AI Language Model to review vaccine documents, categorize them by disease, and set approval statuses
🌁
Expand to more offices in the SF Bay Area and ship a feature that allows for scheduling with multiple care providers
🤖
Integrate LLM Botco.ai to review vaccine documents, categorize them by disease, and set approval statuses
🌁
Expand to more offices in the SF Bay Area and ship a feature that allows for scheduling with multiple care providers