Healthcare Onboarding
A Case Study
Design an onboarding process for a small medical clinic
Duration: November 2023 - February 2024
Project Role: Designer, Writer, Researcher, and Design System Developer
Tech Used: Figma, Adobe Photoshop
Overview
Family Medical Center of Georgetown has been a cornerstone of the community for several decades, known for its friendly and welcoming providers who actively engage with local residents. This small medical center earned a stellar reputation due to its accessible prices and delightful staff, becoming a beacon of trust and reliability.
To enhance their service offerings, I designed a responsive web experience aimed at streamlining the appointment scheduling process for new and current patients. This solution not only saved time for office staff but also automated various processes, ultimately keeping costs low while maximizing appointment availability and boosting patient satisfaction.
Context & Challenge
Family Medical Center of Georgetown's previous website had not been updated in over a decade, requiring patients to call the office to schedule appointments. First-time patients often struggled to find the office due to unclear Google Maps directions and a sign obscured by trees and buildings.
Goal #1
Provide an updated web experience that offers new patients a clear idea of what to expect, utilizing photos and improved branding.
Goal #2
Develop an online appointment scheduling process that can be seamlessly integrated with existing or new systems for automation.
Goal #3
Implement automations to provide new patients with easy-to-follow directions to the office, ensuring a smooth and delightful first-time visit.
Process & Insight
After conducting a comprehensive audit of the current website, it became clear that an update to the branding was a crucial step forward. Capturing high-quality photos of the exterior, waiting area, office layout, receptionist window, and potentially the exam rooms was prioritized to enhance both branding and marketing efforts.
I also observed that the office address and directions were located on two separate pages. This was an easy fix, but the overall process needed to be streamlined to prevent users from having to visit the website on a computer to send themselves the address for directions—too many steps. The solution involved setting up an automation that sends patients a text with a link to directions in their preferred maps app 15 minutes before they need to leave.
The more complex challenge was the scheduling and onboarding processes. Previously, new patients had to click, open, print, fill out, and bring several PDF forms to their first appointment. Upon arrival, the receptionist would input all the information into the system, requiring patients to arrive about an hour early. They would then wait, answer several questions with a nurse, and finally meet with the provider—all of this for a simple issue like a scratchy throat.
Given the staff's delightful demeanor, the goal was to make the first appointment more relational. The solution was to create an online portal where patients could fill out all pertinent information at home. Before the appointment, a staff member could review the profile for any errors or omissions. At the time of the appointment, the new patient would meet with a designated nurse or staff member to verify the information, making the patient feel welcomed and important before proceeding to the exam room.