Optometry Patient Experience
Optometry patients find managing their family's eye health challenging as the process involves several disjointed steps. Our research allowed us to identify several gaps in the patient journey, which has become the focus of our efforts for the last two years.
⟵ Back
Project:
Optometry Patient Experience
Objective:
Elevating The Eye Care
Experience
My Role:
Sr. Manager Product Design
- Vision and Strategy
- Lead Design Work
- Team Management
Goals:
Reduce Patient Frustration
Increase Patient Satisfaction
The How
I led a comprehensive review of the patient's journey, focusing on minimizing patient frustration with the process.
My Contributions
I envisioned the ideal patient experience, created a vision board, facilitated multiple design sessions with UX, PM, and BA teams, oversaw the execution of customer validation sessions, and approved final designs.
The Problem
The optometry patient journey involves several steps, such as calling the practice to make appointments, coordinating schedules, remembering appointment dates, obtaining insurance information, filling out forms at the office, and choosing frames without prior research.
Opportunities
The process had several gaps that prevented patients from successfully managing their family's eye health.
Actions
To validate our assumptions, I coached the UX team to conduct Heuristic Evaluations, Cognitive Walkthroughs, and a series of customer interviews across the Patient Journey for large and small organizations. Through these efforts, we have successfully confirmed and identified gaps and potential opportunities to streamline the end-to-end process for patients, doctors, and associates.
Results
Research findings highlight specific gaps in the patient journey that hinder their ability to manage their family's eye health efficiently. Additionally, gaps in office personnel processes prevent them from providing a superior customer experience to their patients. These and other findings create frustration in their day-to-day operations and contribute to a disjointed experience, ultimately diminishing opportunities for better customer experience, return business, and increased revenue.
Mobile Scheduling + Teleoptometry
We adopted a mobile-first design approach to cater to patients' requirements for a quick and straightforward way to handle and manage their appointments. This approach gives them greater control over choosing the location and time of their eye exam. For instance, they can either see their doctor in three weeks or opt for a faster option via teleoptometry.
Teleoptometry
We adopted a mobile-first design approach to cater to patients' requirements for a quick and straightforward way to handle and manage their appointments. This approach gives them greater control over choosing the location and time of their eye exam. For instance, they can either see their doctor in three weeks or opt for a faster option via teleoptometry.
Online Docs + Appointment Confirmation
Patients can now securely and efficiently provide all documentation on their mobile devices, eliminating unnecessary hassles and saving time. They can also receive appointment confirmation via message.
Virtual Try-On
Our new feature enables our customers to provide patients with the opportunity to virtually try on glasses. Patients can browse through an extensive range of frames before their scheduled eye exam. The system records the patients' choices, allowing associates to prepare them and have them ready for the appointment day.
In Office Experience
We have created a dashboard using AI technology that provides a prioritized list of tasks for office personnel. This dashboard serves multiple purposes. First, it provides receptionists with all the necessary information about patients such as their arrival time, missing documentation, chosen glass frames, medical profile, and insurance details in one place. This helps receptionists handle patient check-ins efficiently and focus on delivering an optimal customer experience. Second, this system benefits patients by saving them time and reducing frustration. They don't have to spend time selecting frames or looking for insurance information at the office, as everything has been taken care of in advance.
