Ranking Search Results
Providing Healthcare systems with tools that value patient care.
Role
Lead Product Designer
Partnering Teams
Customer Success
Collaboration
Duration: 3 months
Responsibilities
Loyal's complete Ranking experience
Identifying patient care
Healthcare systems are set to be the standard for top-tier service and are known as the heroic leaders in society for patient care. As we move forward in the world we've gained more insight into how we can better serve people in need of care. As we grow in the healthcare tech space we are identifying more problems than one to elevate patient care overall. Some key focuses we are paying close attention to are patient wait times, quicker test results, documentation, online billing centers, appointment assistance, faster and more innovative communication styles with new AI chat capabilities, nearest locations as well as finding the most suitable Provider for patients' specific needs domestically and internationally. With the help of technology, Loyal is making efforts to be in alignment with patient care and market standards.
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Problem
"Have you ever searched for a Provider or the nearest health clinic? Were you satisfied with your results?"
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What good is patient care if the patients can never find the right provider or location to give them the ultimate patient care service? End-user search results were not accurate with third-party search engine partners and the healthcare web page for "Find A Doctor." Provider and Location searches were leading patients down a rabbit hole, increasing conversion, end-user frustrations, and call center calls.
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User pain points
This left guests feeling frustrated, and vulnerable. Patients reported their loss of trust in the healthcare system for a lack of assistance and reliability in the greatest times of need.
User process
My design process revolves around thorough research and collaboration, beginning with user research and strategy alignment workshops, ensuring the involvement of stakeholders in the early-stage phase. I emphasize ideation and rapid prototyping to swiftly validate concepts, ensuring intuitive interaction design and visually appealing executions that reflect brand identity and align with design systems. Throughout launch and beyond, I prioritize ongoing testing and iteration, maintaining quality by adhering to best practices, leveraging design systems, and fostering a culture of feedback and continuous improvement within the team.​
Ranking Providers and Locations was no new concept to the healthcare industry but the system in place fell short of providing the care the industry exerted.
To execute this properly a clear and definite understanding of the current ranking process, rules, pain points, and goals was the first step in the discovery process. This consisted of collecting customer data from our in-house Customer Success team and interviewing key healthcare stakeholders during moderated testing face-to-face via Zoom.
Analyzing the data I created a user journey map capturing the stakeholder's current process tracking and notating behaviors, insights, and feedback. It was no challenge to capture and identify the most vulnerable areas in their current ranking process.
Challenging corporate healthcare rules and regulations were discovered while conducting early-stage interviews stakeholders. Feedback was highly considered and added key functionality in ideating the new ranking processes. ​
