Geisinger
provenexperience app
A mobile app for patients to request refunds when dissatisfied with their medical care
the needsin geisinger’s pursuit to become a healthcare leader by shifting healthcare to a consumerist model, CEO David feinberg m.d. came up with a provocative question, “What if patients could get a refund if they’re unhappy with their healthcare experience?”
Sourcethe opportunityhow could red privet create a mobile app that includes the ability for patients to request a refund?
the projectgeisinger provenexperience mobile app
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As the lead UX designer at Red Privet, design a mobile application experience that includes the feature for patients to request refunds for their healthcare
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Lead UX Designer collaborating with a visual designer and engineer
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2015
project details
Summary
Working on a team at Red Privet designing Geisinger's ProvenExperience application was a great opportunity not only to get to design a mobile app but also to practice intercept testing in waiting rooms with patients. During the project, our team closely collaborated with patients, doctors, and stakeholders to provide the best experience in a mobile application to both users and our client, Geisinger.
Project Challenges
1. Creating a Holistic Experience from One Requirement: Our main goal was to create an app where patients could request a refund, but for me, this wasn’t enough. We discovered through research that refunds are the end effect of a conversation between a company and a customer. Instead, we opened the app to include a feedback experience to give praise to staff as much as request a refund. Through research, users vocalized how much they appreciated the idea of being able to give positive feedback as much as negative.
2. Intercepting Patients in Waiting Rooms: Patients in waiting rooms are nervous, sick, or on edge. Asking them to participate in research is often awkward and distracting. However, through practice and with 3 studies, I used paper printouts as a way to casually show concepts and even printed InVision prototypes to gather data instead of bringing in computers as a way of meeting patients where they were emotionally.
awards (presented to red privet)
+ 2016 Web Marketing Association Mobile Web Award
Best Healthcare Mobile Website
+ 2016 Horizon Interactive Award
Bronze Winner, Mobile Apps - Business
