Web Check-in
Making it easy for patients to fill out forms, increasing information collection rate
Description
Web check-in requests information from a patient’s device prior to arriving at their appointment. The forms were inclusive of four section: Basic information, Insurance, Health history and Authorization & Consent. With the photo uploader, we were able to capture patient and insurance information up front, allowing electronic verification prior to the time of patient’s appointment. The Web check-in led to increase in NPS (Net Promotor Score), office optimization, data gathering rate; while those things contributed to reduction of time in the waiting room, PSR turnover rate, and dollars forfeited.
Role
Lead UX Designer, worked in all stages with focus on interaction/visual design, user flow, and testing
Team
Maseena Ghias (UX Designer)
Jennifer (PM)
Roy (Lead Dev)
Scope
User Research, Ideation, User Flows, Wireframing, IA, Interaction/Visual Design, Prototyping, User Testing
Timeline
May-August 2023
Tools
Figjam, Figma, UserTesting
Problem
After conducting user research, three main pain points emerged from either patients or PSRs (Patient Service Representatives):
1. Chain reaction of appointments delays due to patients filling out forms at the time of the appointment
2. Loss of time for PSRs, due to insufficient level of automation
3. Inability to verify and confirm insurance benefits for patients
Solution
The web check-in allows patients to fill out their information prior to their appointment. Filling out forms and checking in patients became simple and seamless through these 3 focal points:
