As part of my work on the Avie platform, I designed a way for staff to onboard new and returning patients.
In all, I defined three different user flows (new patients, returning patients, and configuration by staff) and delivered 26 screens that showed the various steps and states in the system. I also redesigned five of the standard intake and consent forms traditionally given to patients.
With this onboarding system in place, patients can complete forms faster and with less effort, and their time spent in waiting rooms becomes an opportunity to be educated about procedures and treatments.
We noticed that onboarding was a point of frustration for both patients and clinics. Filling out paper forms is tedious. And, after forms are completed, patients are often left wondering what to expect while they wait for their doctor to arrive.
To solve for these pain points, we needed to do more than digitize paper forms. We needed a system that would guide patients each step of the way and address questions or concerns about their appointment. Each flow would have to display content that’s relevant to a patient’s procedure or treatment—things like forms, service summaries, educational videos and take-home information.
In addition to the onboarding flows for patients, we also needed a way for staff to configure the experience on a per-patient basis.
Using a wizard-style interface, I was able to group complex tasks (like filling out multiple, lengthy forms) and present them as a single step, on a single screen.
My intention with chunking tasks into 3-4 steps like this was to make onboarding feel more manageable for patients. Four steps feels easier than 25, even if the effort required is the same. And progression feels more meaningful as well.
Another reason I chose this approach was for its flexibility: Because each screen/step is effectively a module that can be configured, the system can adapt to the varying needs of different clinics and patients.
To a similar end, I used cards to display a variety of content formats while maintaining visual consistency throughout the experience.
I used copy and interactions to help guide and reassure patients as they progressed through the onboarding flow.
The welcome page, for example, confirms a patient’s scheduled procedure and gives an overview of the onboarding steps. And, rather than use generic language, the progress button labels describe the next step in the flow.
I used interactions to provide feedback. For example, when sending a form, the button label text transitions from “Send” to “Sent” and the text color transitions from blue to green. And, in the FAQ section, a patient gets visual confirmation when then submit a question.
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