. Plushcare

Role design iteration, interaction design, research synthesis, user interviews, Visual design

Timeline 3 week project

The Client

PlushCare is a telemedicine company that provides care from anywhere patients happened to be. It’s like Skype between doctors and patients.

The Problem

Doctors’ experience with PlushCare is clunky and inefficient.

The Task

On this project, I worked in a team with three other designers. Our responsibility was to create a user experience for doctors.

Research

My team started the research process by interviewing the stakeholders. Summary of the stakeholders’ interview:

  • Doctors are using both PlushCare and another app Practice Fusion to conduct consultations
  • The communication process between doctors and patients is complicated
  • There is only a desktop version of the PlushCare app

 

Current user flow

We conducted an interview with PlushCare doctors. The doctors described their experience as difficult, inflexible, and very time consuming.
Summary of the doctors’ interview:

  • Patient records are not in PlushCare
  • Communication between doctor and patients is complicated
  • Difficulty to take SOAP (subjective, objective, assessment, and plan) notes

 

“Patient information is scattered between PlushCare and Practice Fusion. It would be nice if all the information existed in one place”

Based on the research, the first hypothesis was improving doctors’ experience by integrating the two platforms together using API.

We found out Practise Fusion is currently working on the API.
We designed sketches to show what PlushCare would look like if Practice Fusion was integrated.

 

Desktop App Sketches

But, we realized, that this approach didn’t address all the issues.
We decided to dig deeper into the problem. We conducted a survey with PlushCare doctors and learned that more than 90% of doctors would find a mobile version useful because they would be able to perform consultations on-the-go. The majority of them would also prefer using their smartphone, rather than a tablet.

 

What we discovered

Doctors need the flexibility to consult on-the-go.
Based on the research and survey result, we built a persona named Denise.

Conclusion

Dr. Smith needs a mobile version of PlushCare that is integrated with Practice Fusion so she can conduct consultations on-the go.

Problem #1

Denise finds it inconvenient to write down notes during consultations when she is on the go and using PlushCare mobile app.

Solution

Create recording/dictation feature

Reasoning for the solution:

After conducting several interviews with doctors, we learned that doctors are very busy people. They see on average 15-30 patients a day. This is why it is fairly common for doctors to dictate after a consultation with a patient. The dictation is simply an audio record for doctors to remind themselves about the details of their appointments.

My team presented this feature to the stakeholders and they agreed with us that doctors do in fact dictate quite often. We also conducted several usability tests to validate this feature, as it is an integral part of the consultation process.

The solution is simple. After a video consultation with the patient, the doctor will have the choice to add dictation to this particular appointment case. Then they will be able to review the dictation in the appointment history to help them complete their notes.

Problem #2

Toggling between two platforms during a consultation is very inefficient for Denise.

Solution

Integration between PlushCare and PractiseFusion.

Reasoning for the solution:

We did research on how to simplify access to the patient medical records on Practice Fusion. Our team found Practice Fusion is already working on API to integrate with other apps.

To not to overwhelm doctors with bunch of data on a limited smartphone screen, we identified the essential data doctors need from Practise Fusion.
And also implemented the ability to order labs and prescriptions directly via mobile app.

Problem #3

Denise has to go through an intermediary to communicate with patients for follow ups.

Solution

Integrate a direct messaging system.

Reasoning for the solution:

From the interviews, we learned the doctors don’t want to give out their phone numbers or e-mail addresses. For this reason, they use an intermediary to communicate with a patient for follow-ups. The process is inefficient and time consuming. Based on this information, implementation of an in-app messaging system will facilitate better communication between doctors and patients without giving away their personal contact information.

Early sketches and wireframes for the iOS mobile application.
Visual design comps for the iOS mobile application.