Virtual Primary Care Provider

Project Overview

The Virtual Primary Care project aimed to design a scalable, consumer-centered healthcare solution that offered simple, personalized, and real-time care through chat and video visits. As the sole Senior UX Designer collaborating with the UX Researcher, I was responsible for shaping the user experience for both consumers and providers, ensuring seamless digital-to-in-person transitions while addressing complex healthcare needs.

This innovative service was designed to integrate into AdventHealth's network of care, reducing operational costs while increasing accessibility for employers, payors, and managed populations.

How Did the Project Start?

The project began as a concept to address gaps in virtual care delivery while capitalizing on AdventHealth’s existing digital infrastructure. Through strategy discussions, journey mapping, and expert feedback sessions, we identified key opportunities to enhance accessibility and usability for consumers.

To kick off the design process, our team conducted research on consumer and provider journeys, identifying critical pain points. Early prototypes were developed and iterated based on two rounds of user research, allowing us to refine the experience and better align it with user expectations.

Project Execution

As the Senior UX Designer, I led the end-to-end design process, balancing technical feasibility with user needs. Key contributions included:

Consumer and Provider Journeys

• Mapped detailed workflows for both consumers and providers, considering entry points, onboarding processes, and service interactions.
• Collaborated with the UX Researcher to validate consumer preferences, such as selecting a dedicated provider versus a care team model.

Prototype Development and Iteration

• Designed multiple iterations of prototypes, integrating feedback from moderated user interviews and qualitative surveys.
• Ensured intuitive navigation by incorporating features like estimated wait times, provider bios, and clear onboarding steps.

Usability Enhancements

• Addressed consumer concerns about trust and data accuracy, ensuring features like symptom checkers, image uploads, and proactive follow-up messages were accessible and reliable.
• Proposed add-ons like prescription delivery, at-home diagnostics, and spiritual services to delight users and expand service offerings.

Research-Driven Design

• Partnered with the UX Researcher to conduct 1:1 interviews and surveys, gaining insights into consumers’ comfort levels with virtual care.
• Incorporated findings into the design to address acute versus chronic care needs and enhance integration with existing AdventHealth systems.

What I Learned

This project highlighted the importance of iterative design and continuous user engagement to align with real-world expectations. I learned that while consumers value convenience, they also prioritize trust and transparency, particularly when transitioning to virtual care for chronic conditions.

Collaboration across research, design, and technical teams was key to creating a solution that met both consumer needs and business objectives. Additionally, the project reinforced the necessity of aligning digital innovation with organizational strategy to drive meaningful outcomes.