Signify Health
Scheduling App
Role
Senior UX Designer
Tools
Figma, UserZoom
The Signify Health enterprise scheduling application is used by our Member Engagement Coordinators (MECs) to help members book an in-home or virtual evaluation with a provider. Like a house call or home visit, a provider will conduct a general health assessment, evaluating medications and living conditions on behalf of the member’s insurance company.
Objective
After receiving consistent scheduling complaints from Providers and through a provider survey that was conducted, Signify found that providers have had considerable issues making their assigned appointment times because of drive times, location challenges, and capacity of appointments they can conduct in a day.
This has resulted in an increase of day-of cancellations, member abrasion, and low provider retention.
The business determined the different products and areas of impact and wanted to include product, engineering and design in an onsite northstar workshop to discuss how we bring about a pleasant Signify experience to both our providers and members.
Design Workshop Ideation
Within our northstar onsite, I helped establish a journey mapping workshop where we reviewed the provider and member journey and thought of ways we could enhance the experience. We included engineering, product owners, and design members on how we can tackle future state for our product and department areas.
Key takeaways:
Provider retention is low coupled with decreased satisfaction.
Day of service cancellation is usually driven by providers who can’t make their appointment on time, creating abrasion for MECs and members.
Exact appointment times cause in-home evaluation service to suffer. Since providers may need to rush to next appointment.
Initial Designs
My area of focus after our onsite was on our internal scheduling application used to schedule members for an in-home evaluation on how a flexible member focused and provider agnostic application looks like.
To improve DOS, drive times and completion of evaluations, for scheduling we wanted to implement blocks or arrival windows into scheduling app after testing member tolerance within a pilot.
At the time of scheduling members, we want to set the expectation that providers will come within a certain window of time to ease arrival times and any extended appointment duration.
Usability Testing
I prepared two Figma prototype to A/B test over Userzoom. I had participants go through scenarios they would normally find themselves doing during scheduling. After each task I asked and SEQ (single-ease question), after going through the prototype I evaluated their SUS (system usability scale), and allowed any free formed feedback at the end.
Key findings:
Ensure consistency across days and times.
Easy way to filter specific days or times of day.
Virtual should be expressed as specific times and be different than blocks.
Design Concerns & Refinement
Although I found great success with the designs during testing, the development team and business came back with an additional requirement. Although in the short term blocks or arrival windows will be specific times, in the future the business wants have dynamic times based on our algorithm of drive times and provider/member matching.
I went back to rapidly design a consistent calendar experience that is also flexible enough to showcase dynamic blocks/arrival windows for our MECs.
I gathered five more users to quickly test dynamic blocks and was able to validate that these designs and arrival windows made sense and was easy to navigate through.
Results & Handoff
I worked with the front-end developer to ensure the UI changes followed the designs in dev and UAT, and worked with him through the changes, error states and any ideas he had. In a small production rollout, we ran into issues where member preference of providers were needed and I needed to implement a quick provider override system to uncover specific provider availability.
After launching block scheduling and these arrival windows, we have seen a reduction in day of service cancellation, we have been able to reduce drive times through our algorithm, and an increase in evaluation completions from our providers.