• Company

    Circle Medical

  • Role

    Consultant

  • Year

    2017

Overview:
Streamlining patient visits at an innovative health care startup.

Gallery

Project Description

Circle Medical is a new kind of full service medical practice that uses technology to deliver better patient experiences and outcomes at a lower cost.

This project hit all of the major elements of design work: user research, UX streamlining and UI polish.

The goal was to improve account creation and a patient's first office visit. Decreasing any frustrating or time-intensive paperwork should increase the quality of interaction with doctors, which would aid both diagnosis and relationship-building.

User Research & Patient Experience

I had the privilege of working alongside a design founder that was just as passionate about user research as I was. We recorded and analyzed interviews with almost everyone at the company, which revealed several common pain points.

Usability Obstacles

  • Missing Medical Information 50% of patients arrived to appointments without completing the check in flow, so doctors lost time in appointments to repetitive mundane information gathering.
  • Confusing Location Patients often got flustered trying to find the office, which was often compounded by filling out boring forms.

Possible Solutions

  • Redesign existing screens Change focus from account creation to improving the first office visit.
  • Break up data entry over time Prioritize text and push notifications over email-based account creation, so the app can ask for info as needed.

The fun part is then turning all of those conversations into a handful of product insights and then translating those into new designs. Here's what the first proposed flow looked like:

I often like to think through and provide options for different flows, especially if I'm proposing drastic changes.

User insights drove design at every level, so it's also useful to zoom down from the UX of the flow of screens and down into the UI of a single screen.

The overall approach: establish trust and demonstrate helpfulness before asking the user to do work.

Providing useful info right up front sets a good tone and offsets the tedious process of account registration, which is especially important when someone might be under the weather or concerned about a health issue.

Splash Screens & Messaging

Language and visual design is also an invaluable tool for a designer, to help subconsciously communicate quality and the values of a product or service. The initial aesthetics can frame the rest of the experience by setting expectations.

First impressions have an impact on overall usability & perceived utility.

So in addition to tackling the UX of the check-in process, I focused in on the initial landing screens of the app and experimented with a range of complimentary visual styles: photographic, illustrative, and colorful.

Summary

I really enjoyed working on this project! These are people doing good in the world and it was clear from the first meeting that Circle Medical takes pride on the level of care provided by their doctors and medical staff. They see patient engagement as a differentiator among the flock of startups reinventing primary care.

Those values influenced me greatly and carried through into the end product in this case study.

Thanks for making it this far! Feel free to email me if you have any questions.