For this spec project, I attempted a UX makeover of the Kaiser Permanente mobile app.
The problem with some healthcare apps
As a KP customer, I want to be able to pay my premiums easily, find an in-network provider near me and quickly schedule an appointment, and know exactly which services and care are covered by my plan. The current KP app, however, doesn’t meet these needs.
Let’s take a look at the current flow for scheduling an appointment:
There’s definitely some room for improvement in the user experience.
Understanding what makes a good healthcare app
The next step in my process was to figure out what other users want from a healthcare app and what their pain points might be. Ideally, I’d talk with real KP users, specifically, but in lieu of that, I found this PwC survey that reveals users’ top healthcare app features. For my version of the KP app, I decided to focus on these five most desired features:
- Out-of-pocket cost estimator
- Access to health records
- Post-care instructions and follow-up notifications
- Appointment scheduling with in-network providers
- Central payment portal to both health plan and providers
Next, I researched other healthcare apps that do a pretty good job with these five features. I’ve used Zocdoc in the past to find and book appointments with providers, and I’ve heard positive things about Oscar’s user experience and onboarding process. I went through each app and noted which parts were easy and enjoyable to use. Because I’m not an Oscar member, however, I couldn’t access the entire customer experience.
Designing a better app
To limit the scope of this project, I decided to plan and design wireframes for three user flows: log in/account creation and onboarding, bill pay and appointment scheduling. Initially, I sketched these out on paper to work out the basic design.
Then I launched into my first iterations using the wireframing tools within Realtime Board.
Looking at similar user flows on dozens of other apps helped me anticipate what information needs to be included or collected and visualize different ways to organize this information for a positive user experience.
The dashboard, for example, went through a couple of iterations as I thought through which features truly need primo real estate. I ultimately gave priority to the features that users said were most important and folded the less important features into the menu on the dashboard. Eventually, running user testing and gathering data on which features are actually most popular would be a valuable way to validate or dispute some of these decisions for future versions of the app.
A few close-ups
See all screens on Realtime Board.