Imagining universal health care in California
Reimagining the urgent care patient experience under universal health care in California.
With universal health care in California, everyone will be covered, increasing the demand on health services. Medic is a service for Californians to efficiently receive the appropriate level of care when faced with a health issue. Pre-assessments will be conducted remotely and people will be directed to facilities accordingly, thereby decreasing wait times and freeing up health professionals to provide treatment.
Shiv Kehr (IxD), Katie Jacquez (IxD)
California is uniquely comprised of a diverse and inclusive community. Medic is designed in all voter languages.
Friendly on-boarding welcomes new users and makes it easy to understand the features of the Medic app.
To register for free health care, users just need to confirm their California residency. The Medic app supports ID scanning, which autofills the registration form and reduces paperwork.
REDUCE IN CLINIC FOOT TRAFFIC WITH REMOTE ASSESSMENTS
Users can speak with a medic about an urgent issue or can contact their health facility or GP about a non urgent issue. Conversations with a medic pre-triage patients and reduce non urgent foot traffic in the ER.
SUPPORT BEYOND THE CLINIC
In additional to accessing health professionals remotely, the Medic app also supports you in scheduling appointments, managing prescriptions and integrates with your wearable devices to emphasize preventative health care.
Shiv and I also considered what the entire experience (beyond the app and in clinic experience) might look like for patients. As such, we created Out Of Home advertisements and a welcome pack with the objective of driving awareness and registration of the Medic service. As a way to build trust, we also created a get well soon email that the patient would receive after an in clinic or remote visit.
To better understand the problem space, Shiv and I conducted research with medical health professionals and patients in the American health care system and the National Health System (NHS) in England, a universal health care system. With patients, we mapped their experience for a recent urgent or emergency health issue. Medical health professionals helped us narrow our problem space by providing clarity on some of the pain points of the system.
IDENTIFIED OPPORTUNITY AREAS
The current health care system is complicated. making it difficult to know where to seek treatment.
Paper work is seen as another road block to receiving treatment.
Waiting in line to check in with reception adds to patient’s level of discomfort.
PARKING IS A PAIN
When you don't feel well, driving to the ER and parking is a pain.
It’s hard to keep track of the follow up details, like instructions and filling prescriptions.
Uncomfortable, long wait times and sometimes you have to seek treatment elsewhere.
SERVICE BLUE PRINT
Our research and experience map informed our solution. We used a service blue print format as a tool to define the different touch points that the patients and the medical professionals would use and the systems that would need to be in place to support the experience.
Because the focus of this project was to inspire California voters of what universal health care could look like, we decided to focus on defining the patient experience. We prototyped the app focusing on the pre-triage use case, the in clinic experience (in the form of a video) and several communication touch points such as advertising and email communications.
Low fidelity app wires were first created on a white board, allowing Shiv and I iterate, and were then sketched onto grid paper to create a mid weight fidelity prototype.
A high fidelity prototype was initially designed according to IOS standards but we decided to pivot given that the majority of California residents use Android phones. This version also included a script that a trained medic could use to guide the triage conversation with patients. This script was informed by secondary desk research and was reviewed by a doctor.