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Swedish Health Services

Elevating the virtual care experience.

Swedish Health Virtual Care

Overview

Swedish Hospitals introduced its redesigned Express Care Virtual app, which enables patients to talk to a board-certified doctor or a nurse practitioner via video chat, get diagnosed, have prescriptions created for them instantly and sent to their pharmacy or delivered to their home, scan their insurance and credit cards, interact with their medical reports and have a seamless experience without leaving their home or place of work. This entire virtual service will cost the patient only $39 if he has no insurance. Most of the insurance providers do cover this service. Based on the severity of the patient’s condition, they can be advised to go in person to a clinic or the emergency room at a nearby hospital. The low cost of $39 totally disrupts the industry by saving insurance companies the need to pay about $250 per visit for conditions that can be treated virtually.

The patient is also given access to a knowledgebase of FAQs related to their condition, choice of treatments and analytics of recovery related to prescription medication.

Patients can share information from their wearable devices like Apple Watch, Fitbit, Medtronics CGM, Dexcom G5 CGM, QardioCore ECG, QardioArm and others.

The smart dashboard interprets the data collected from these devices and advises the patient on next steps, including diet, exercise and monitoring medication effects.

The Challenge

 

  • Visiting a doctor or outpatient care for busy people can be a time consuming task

  • A lot of folks on business or leisure travel find it difficult to consult with their PCP

  • Urgent care and ER visits for conditions like cough/cold, diarrhea, fever, migraine, rash, etc. can be expensive

  • Lab tests are not fully covered by most insurance plans

  • Doctors and clinicians are overworked due to the hours and lack of resources

The Solution

 

  • Patients, who enjoy greater convenience, more access, and lower costs

  • Doctors, nurses and caregivers, who experience more flexible schedules and improved access to patients and information

  • Healthcare leaders and administrators, who can lower medical expenses and boost operational efficiency

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My Role
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I was the lead User Experience Designer for Swedish Healthcare and employed the following methods:

  • Competitive analysis of existing mobile apps for virtual health care, operating systems, and UI patterns.

  • Gathering user insights and vetting scenarios through interviews with doctors, patients, nurses and lab technicians.

  • Scenario and user journey design informed by interviews with real end users.

  • Designing user-flows and wireframes to inform visual design. Storyboard design and implementation of prototypes.

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