The Health Box

1. Map current traditional care model and current Telehealthcare delivery

2. People’s Band-aid/workaround solutions(Gaps/Opportunities)

3. Reimagine care delivery through Telehealth for all non-emergency medical needs

 Market Research

The current need is for a sustainable and flexible healthcare framework because of the low reimbursement and the high healthcare cost factor, improving access to doctors.

Integrating Telehealth as a part of a care model can increase ROI, efficient patient care, preventive care, and better resources utilization benefits.

Lemonaid Health

American Well (Amwell)

Note

• For the survey, a small sample is needed to represent a larger population and also randomized selection. Due to the time-bound project scenario and lack of access to more users, this sample is not accurate for the context of Telehealth! With more time and access to more users/resources, I would calculate the sample size using a sample calculator and randomized selection to capture the true representatives of the target population and statistically significant results.

• Sampling factors: Confidence level, Confidence interval (Margin of Error), Total population Size

• .The Combination of User Survey (Quantitative research method) and User Interviews (Qualitative Research Method) is more appropriate to use in this context and time-bound scenario. However, The Contextual inquiries research method is more useful in this scenario to uncover deeper insights.

Research Goals

• Users’ Current Situation (Competitors, Workarounds, Consequence, Cost): To uncover perceptions, general attitudes, and experiences about Telehealth services and traditional medical care.

• Desired Change (Goals, Motivation, and Values): To determine what user wants to accomplish during their visits to the doctor.

• Roadblocks (Objections, Questions, and Concerns): To document users’ frustration with medical services (face-to-face visits, emails, audio/video phone calls, chats).

• I interviewed three potential users with recent experience using healthcare services in-person doctor visits and/or video calls. The interviewees comprise HMO, PPO insurance subscribers, uninsured individuals, and a mix of tech and non-tech-savvy individuals. I refrained from making any assumptions and closely observed interviewees' behavior and attitudes, and recorded the terms they used.

• Sampling Strategy: For this study, a total of at least eight participants were needed to reach “Saturation” because of the unstructured study and I don’t know what insights I might get and which direction this study may take me.

• Key Insights: Quality of care and ease of use (primary concerns with the Telehealth app), high hidden costs, limited access to doctors (problems with the current healthcare system), lack of informed medical care, and the absence of a streamlined process.

• People avoid going to the doctor and look for alternatives like alternative medicine, quick advice, internet searching, asking friends/ support groups, email, messages, home remedies, etc. Still, these things have their own limitations like accuracy and reliability of the information, unnecessary confusion, delayed effective care, etc.

Seven Main Themes: Holistic Care, Convenience, In-person Doctor Visits, Choosing Doctor, Video Calls, Manage Health Information, Cost Factor

Jane Smith is an uninsured, non-tech Savvy, budget-conscious individual and due to her Kidney stone condition, she prefers Urgent Visits.

Neil Patel is an insured, tech Savvy, flexibility concerned person and prefers scheduled Visits for his chronic back pain issue.

• These three main features are Health Education, Message Advice Nurse, and Video Call Doctor based on internet browsing symptoms, quick advice-seeking behavior, avoiding urgent care due to cost factors, and trust-comfort-flexibility-doctor’s availability issues while scheduling an appointment.

• Then, I have created user scenarios, journey maps, and user flows to know about who are the potential/ most common users, what they are trying to achieve by using the product (goals), how, why, and where (context, use at home or on the go) they want to use the product (needs/motivation)

• Sampling strategy: The Adequate no. of sessions to reach “saturation,” tested five mobile users participants (“User Group” strategy to recruit participants based on different user behavior). However, a total of eight users were needed four users from the new users’ group and four users from the existing users’ group.

• Asking Participants to go through the product and you’re uncovering pain points

• Beneficial to validate the initial hypothesis and its possible practical solutions

• Based on the site map details, I have developed wireframes paper Sketches for the app to understand the basic app functionality.

• After the low and mid-fidelity prototypes, I established a grayscale high fidelity prototype for mobile using Sketch and InVision tools to stay focused on the UX part and develop smooth user flow without getting caught up in UI details at this point.

• Next, I developed visual design mock-ups with a style guide & keeping accessibility in mind. With the help of peer review and constructive feedback, I did the next iteration.

What went well?

• With time and resource constraints, I was able to develop a case study through user research processes for a freemium Telehealth product (user-centric approach with business in mind).

What didn’t go well and What could I improve?

• With the limited time and lack of access to the users needed for this study, I realized that if I narrowed down the scope of the study and solve the specific problem then I will have statistically significant and accurate results.