Find a Physician
Problem
Until recently Weill Cornell Medicine, one of the largest physician groups in the New York metropolitan area, could schedule a doctor's appointment only by making phone calls directly to the departments. Making appointments via the phone is time consuming for patients and not an efficient utilization of WCM resources.
Solution
Incorporate online appointment scheduling system on existing WCM Patient Care website
STATUS
Scheduling system integrated into the existing WCM clinical website
MY ROLE
Audience Research
UX/UI Design
Usability Testing
YEAR
2019
Research
User
User
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Find various doctors by location and users' insurance
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Fast and easy appointment scheduling process
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Doctors' Rating
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"New patients" acceptance
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Online booking service
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Search with autosuggestions
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Category specific filters
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Doctors availability display
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Actionable search results
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Retain existing patients and attract new ones
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Decrease call volume and duration
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Ensure accurate match of patients with physicians
WCM Patient Care
UX
User
User Flow
New patients and existing patients book appointments through two different paths.
Wireframes
Search Results
Client Requirements:
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Actionable search results - ability to schedule appointment directly from search results for new and existing patients
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Display doctors availability
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Display doctors' contact information
Accommodating 2 user flows
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Display time slots for new patients at all time
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Existing patients can access availability with the help of "I have already seen tis physician " button
Existing Patient User Flow
New Patient User Flow
Doctors with no availability for searched date
Verification Modal:
When users select the date and time of the appointment they are presented with a verification modal to confirm :
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Appointment details
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New or existing patient
Category Specific Filter
Filter defined options per audience research
Location Based Search
"Map View" Tab on general
search results page
Search results remain on the left-hand side when map view is open
Design
Search
Users may pre-filter search by (and/or):
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Specialty
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Location
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Insurance
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New/existing patients
Auto-suggestion implemented - very important because for accurate and efficient medical terms entry.
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Auto-correction
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Recognition of root words
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Predictive text
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Autosuggestion appears after 3rd character
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Less then 10 items suggested
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Keyboard navigation integrated
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Differentiation between "specialty" and "physicians"
Search Results
Availability at Multiple Locations
Many providers practice at multiple locations. Design displays one location that matches input zip code and also provides links to other locations
Availability Modal
Modal allows to show all of doctor's availability by concealing pages clutter but not taking user completely out of search results page. Modal also allows for less obstructed view on mobile
Individual Physician Profile
Users can also book appointments from individual physician profiles support. The profiles had to be consistent with the search results page and host additional content about physicians. With the help of tabular view I managed to compartmentalize vast content
Responsive Design
Search Results
For optimized view on mobile:
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Filter collapsed into a button at the top right of the screen
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Map view is hidden and can be accessed with the help of the "view search on the map" link
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Time slots are hidden and can be accessed with a help of "view availability" link. The link opens modal with time slots per location
Physician Profile
For optimized view on mobile:
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Tabs collapse into accordion buttons
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User can always go back to search results with the "back to results button" at the top of the screen
