Solace Health
Redesigned: Simplifying digital scheduling process for medicare patients to find health advocate👩🏻⚕️
This feature redesign challenge aimed to simplify the booking process for Medicare elderly patients, ensuring that it was intuitive and supportive across both the website and mobile app.
Feature Redesign
Web & Mobile Platform
How might we address the frustration?
In the digital booking process for Solace, the appointment selection feature was a critical touchpoint for users to get a tailored health advocate. However, it was also one of the highest points of frustration, particularly for elderly Medicare patients. The feature’s complexity led to a high drop-off rate, signaling a need for a redesign.
1
Timeline
March 2024 (~1 week)
2
My Role
As a UX designer working with the redesigning the booking feature to boost completion rate.
3
Deliverables
Web platform & Mobile (Single Feature)
To better understand why…
I did research on diving into most of our users here, which are medicare patients themselves. They often face complex healthcare challenges and difficult decisions, such as choosing the right treatments. Some may also experience cognitive or physical limitations. In their situations, they rely on physicians for support, so tasks should be simple and efficient.
So the solution should be something like:
Simple & Clear Tasks
Accessible-driven
Offer familiar alternatives
So clearly, something is not working now..
I analyzed Solace’s scheduling interfaces (web & app) and identified several potential sources of confusion in the current designs.
Ideation phase comes in
The primary focus of the ideations in this case study are in web-platform, which we found the number of users accessing the platform via web are much higher than the mobile platform. The first ideation focused on redesign layouts while the second ideation prioritized on revamp user flow on this process.
Ideation #1:
Date-Time picker
Reduced cognitive load by limiting the displayed reservation time/date options to just 3, starting from ‘Today’ (based on earliest availability). Future dates are compiled into a separate page, encouraging users to make decisions with less stress.
Ideation #1:
Confirmation page
The confirmation page is more straightforward, with information listed vertically and the CTA placed directly below. This layout guides users to review all details and naturally encourages them to press the CTA to complete the booking.
Ideation#2:
Redesign user-flow
After users input their information, we immediately present the earliest available appointment to expedite booking. For those needing more time, the option to choose a preferred date/time appears after 2-3 recommendations, balancing efficiency with user comfort.
What worked and what did not..
After gathering some feedback, I realized that the friction isn’t just in the date/time picker but in the overall scheduling process. Users are confused about the care assessment itself, often thinking they need to be physically present somewhere to meet the physician. They’re unsure about how to proceed and what to prepare, which leads to confusion and anxiety, ultimately causing them to hesitate and not move forward.
This highlighted the need for a clear instruction page and the importance of balancing the options for scheduling and attending meetings by phone. It’s crucial to negotiate these needs between the registered physicians and the technical team.
Final Prototypes
This shift allows users to become familiar with the process before completing the entire scheduling, easing the pressure of navigating it without fully understanding the whole picture. It helps them feel safer. Additionally, by presenting the earliest available meeting time directly, it offers a clear information structure, reducing the feeling of obligation and lowering the cognitive load of choosing from too many time options.
Full Deck
Full deck is available upon request.
If you would like to hear more about this project, I would be very happy to share it during the interview :)
View Full Deck
Solace Health
This feature redesign challenge aimed to simplify the booking process for Medicare elderly patients, ensuring that it was intuitive and supportive across both the website and mobile app.
Feature Redesign
Feature Redesign
Web & Mobile
Web & Mobile
How might we address the frustration?
In the digital booking process for Solace, the appointment selection feature was a critical touchpoint for users to get a tailored health advocate.
However, it was also one of the highest points of frustration, particularly for elderly Medicare patients. The feature’s complexity led to a high drop-off rate, signaling a need for a redesign.
Timeline
March 2024 (~1 week)
1
My Role
As a UX designer working with the redesigning the booking feature to boost completion rate.
2
Deliverables
Web platform & Mobile (Single Feature)
3
To better understand why…
I did research on diving into most of our users here, which are medicare patients themselves. They often face complex healthcare challenges and difficult decisions, such as choosing the right treatments. Some may also experience cognitive or physical limitations. In their situations, they rely on physicians for support, so tasks should be simple and efficient.
So the solution should be something like:
Simple & clear tasks
Accessible-driven
Offer familir alternatives
So clearly,
something is not working now..
I analyzed Solace’s scheduling interfaces (web & app) and identified several potential sources of confusion in the current designs.
Ideation phase comes in…
The primary focus of the ideations in this case study are in web-platform, which we found the number of users accessing the platform via web are much higher than the mobile platform.
Ideation #1
Date-Time picker
Reduced cognitive load by limiting the displayed reservation time/date options to just 3, starting from ‘Today’ (based on earliest availability). Future dates are compiled into a separate page, encouraging users to make decisions with less stress.
View Details
Ideation #1,1
Confirmation Page
The confirmation page is more straightforward, with information listed vertically and the CTA placed directly below. This layout guides users to review all details and naturally encourages them to press the CTA to complete the booking.
View Details
Ideation #2
Redesign userflow
After users input their information, we immediately present the earliest available appointment to expedite booking. For those needing more time, the option to choose a preferred date/time appears after 2-3 recommendations, balancing efficiency with user comfort.
View Details
What worked and what did not..
After gathering some feedback, I realized that the friction isn’t just in the date/time picker but in the overall scheduling process.
Users are confused about the care assessment itself, often thinking they need to be physically present somewhere to meet the physician.
They’re unsure about how to proceed and what to prepare, which leads to confusion and anxiety, ultimately causing them to hesitate and not move forward.
Final Prototype
This shift allows users to become familiar with the process before completing the entire scheduling, easing the pressure of navigating it without fully understanding the whole picture.
It helps them feel safer. Additionally, by presenting the earliest available meeting time directly, it offers a clear information structure, reducing the feeling of obligation and lowering the cognitive load of choosing from too many time options.
Full Deck
Full deck is available upon request.
If you would like to hear more about this project, I would be very happy to share it during the interview :)
View Full Deck
View Full Deck