aetna
(Add a Feat)
Improving Access to Healthcare with Easy Appointment Booking
Background
Initial Focus: The goal was to include a map search feature for provider search, as it was missing in the Aetna app.
User Research: User interviews were conducted to gather insights into the demand for the map search feature, as well as to understand the app’s current features and user needs.
Shift in Direction: Based on user feedback, it was clear that users prioritized a booking appointment feature over a map search, leading to a pivot in the project focus.
Aetna’s appointment booking feature is a simple, mobile-friendly tool that helps users easily find providers and schedule appointments with ease.
Goal: To add a seamless, user-friendly appointment booking feature to the Aetna app to improve healthcare access and better meet user needs.
The Design Process
Discover
Define
I’d like to explore ways to make appointment booking quick and efficient for busy users
Ideate
Alexa, 32-year-old accountant.
Goals: wants an app that lets her quickly book and manage appointments, with instant confirmations and reminders, fitting easily into her busy routine.
Pain Points: struggles with time-consuming bookings, switching between apps, and inefficient systems that disrupt her schedule.
A feature set categorizing a list of features into 'must have,' 'should have,' 'could have,' and 'won't have.
Prototype
Test
Research Objective
Create an intuitive and simple design for the appointment booking feature in the Aetna app, focusing on making the process as easy and efficient as possible for users to schedule their appointments.
Methodologies
Competitive Analysis: Analyzed Aetna, GoodRx, and Zocdoc to evaluate their search functions, map features, ease of use, standout features, and user feedback and ratings.
User Interviews: Conducted interviews to gather insights on what users wanted to see in their healthcare app.
Competitive Analysis
Insights: All three apps offer good provider filtering options, and users find them easy to use.
User Interviews
Conducted 1:1 interviews with 5 participants.
Insights:
Booking Appointment Feature: Participants want an easy and clear way to book appointments directly through the app.
Map Feature Support: Everyone supports adding a map feature to help find nearby providers with relevant details.
Accurate Information: Users stressed the need for accurate and up-to-date provider information, including location and availability.
Affinity Mapping
Learning and Guesses: Users prefer apps for convenience, value accurate provider info, support a map feature, and want better search functionality and navigation.
POV’s and HMW’s
Point Of View’s
I’d like to explore ways to make appointment scheduling simple and user-friendly for users with limited experience using mobile apps and technology.
I’d like to explore ways to help users manage multiple appointments efficiently while reducing the complexity for themselves and any family members they are responsible for.
User Persona
Research Findings
Discoveries from User Interviews: Users prefer healthcare apps over websites for their convenience, valuing map features and accurate provider information, including specialties and reviews.
Challenges: Users face difficulties with complex systems, slow processes, and navigation issues, seeking streamlined booking and better search options.
Project Goals
Adding a booking feature to the Aetna app will make scheduling appointments easier and more efficient for users of all ages and backgrounds. This will improve the overall experience, helping patients manage their appointments with less hassle.
Feature Set
User Flow
The booking appointment flow was created based on feedback from user interviews and personas, aiming to make the process simple and efficient for users.
How Might We’s
Wireframing
How might we create a booking feature that allows users to schedule appointments quickly and simply with low effort?
How might we make scheduling appointments easy and straightforward for users who aren't familiar with mobile apps and technology?
Dave, 67-year-old retired engineer.
Goals: wants an easy-to-use app that simplifies booking and managing health appointments to fit his active lifestyle.
Pain Points: struggles with complex apps and time-consuming phone scheduling, needing a simple and user-friendly digital solution for managing his health appointments.
How might we develop an appointment booking feature that allows users to efficiently and easily manage multiple appointments for themselves and their family members?
High Fidelity
Low Fidelity
Usability Testing Results
Overall Usability: Easy to use overall, with participants completing both booking and rescheduling flows, but improvements are needed for date selection and filter clarity.
User Flow Performance
Booking Appointment: The booking appointment flow had a high completion rate with participants averaging 2 minutes to complete the process. However, users encountered challenges with the calendar and date selection, requiring improvements to make the process more intuitive.
Rescheduling Appointment: The rescheduling flow performed well, with users completing the task in approximately 45 seconds. The flow was considered simple, with clear navigation making it easier for participants to find and reschedule their appointments.
Interface Feedback
Positive: Participants appreciated the overall simplicity and clarity of the rescheduling flow, especially the clear navigation to "My Appointments" and the ease of rescheduling.
Negative: Users found the calendar interaction unintuitive, struggling with selecting dates, and the filter options were confusing, particularly when looking for available dates.
User Satisfaction: Participants rated the flows highly, with an average satisfaction score of 4.3/5, indicating general approval, though they suggested improvements for clarity and usability in certain areas, like date selection.
Recommendations 💡
Simplify calendar and improve filter clarity for easier date selection.
Remind users to fill out visit details before confirming.
Results 📊
Definitions of Success and Performance Metrics
Task Completion Rate: 5/5
Average Time to Task Completion: <2 minutes for each task
Average User Satisfaction Rating: 4.3/5
Average Error Rates: 3 errors per task
What Worked 👍
Task Completion: Users successfully completed both booking and rescheduling flows with an average satisfaction score of 4.3/5.
Rescheduling Simplicity: Rescheduling was easy and intuitive for all participants.
Navigation: Clear and easy access to "My Appointments" section.
What Needs To Be Changed 🔧
Appointment Date Selection: Make the appointment date selection clearer, with more visible and easier-to-use filter buttons and options.
Asterisk Addition to Booking Appointment: Add a red asterisk to 'Visit Purpose' to indicate it must be completed to book an appointment.
Consistent Verbiage: Change ‘My Appointments’ to ‘Appointments’ to match the button label in the navigation bar.
Revisions ✏️
Updated the appointment booking flow by replacing the 'Filter' button with a clear 'Select Date and Visit Type' button for better visibility. Added appointment type labels ('In-Person' or 'Virtual') and a visual calendar for a more intuitive user experience.
2. Clarified appointment details by adding ‘Visit Type’ and marking ‘Visit Purpose’ with a red asterisk to indicate required information before booking.
3. Updated ‘My Appointments’ to ‘Appointments’ for consistency with the navigation button.
Prototype Link
Final Revisions ✅
Updated the appointment booking flow by replacing the 'Filter' button with a clearer 'Select Date and Visit Type' button for improved visibility. Added appointment type labels ('In-Person' or 'Virtual') and a visual calendar for a more intuitive experience. Clarified appointment details by marking 'Visit Purpose' with a red asterisk and adding a 'Visit Type' field to highlight required information before booking. Updated 'My Appointments' to 'Appointments' for consistency with the navigation button.