In summer 2017, I interned at Carbon Health. I worked on Carbon Clinic 2.0, a more engaging, personalized in-clinic patient experience. During my internship, I helped the team to bridge their clinic renovation with my design as well as other small projects.
Before starting to design Clinic 2.0, I started my internship with understanding what Carbon team has done so far. Carbon addresses US healthcare system's one of many complex problems such as interoperability, transparency of electronic health records, and billing.
To have more context before reading what I have done in my internship, please watch Carbon's explainer video above. It recaps how Carbon works and reimagines healthcare very well.
In the first two weeks, I worked on mapping Carbon's experience on a service blueprint. This helped me to become familiar with Carbon and get exposed to the medical procedure and jargon. During this process, I collected insights through stakeholder interviews with nurses, providers, and patients.
I presented the blueprint to the diverse team of Carbon: Developers, product managers, marketers, designers, nurses, and providers. My presentation was well received. It quickly transformed into a product meeting, which the team saw critical moments and brainstormed ideas for possible solutions.
In the next four weeks, I worked on defining and finalizing the in-clinic touch points of the Carbon. Working with interior designers, I developed a user flow for patients and integrated it in the renovation of Carbon's flagship clinic in SF, Financial District.
My goal for the exam room user flow was to make it as effortless as it can be within our space and budget. Since I knew which steps happen in the exam room in general with the help of service blueprint, but not in detail, I naturally included our clinic staff, our nurses, and providers to the design process.
I rendered and printed empty scaled architectural layouts, furniture, and devices from Sketchup, and asked our staff to how they will design the exam room, and why. Then I collected their answers and came up with the final flow proposal.
I also researched on how we can make typing vitals measurements to the Carbon EHR app easier. One of the ideas we wanted to test was to see if it is feasible to get data directly from the devices. For this reason, I have reviewed connected devices, such as weight scales.
During my market research, I have also come across all-in-one vitals scanners that are used in some retail clinics, but they weren't cost effective enough in terms of scalability with our target business group: small-to-medium size practices.
Finally, I delivered a user visit flow with all touch points, which has included a check-in kiosk, a lobby display, exam room displays and exam room status displays. The equipment are available across the country, this way, they meet with the evaluation metric: scalability.
Our design goal for the exam rooms was to make them work as a showroom, where our partners or investors can experience how Carbon enhances the patient engagement and satisfaction.
In last 6 weeks, I continued with designing the user flow of touchpoints. I revised an existing Kiosk flow, which is designed by Carbon's lead designer Pablo Stanley. The kiosk is a built-in mode in Carbon EHR app so that a practice can turn into an iPad to a check-in kiosk. It is an important step in the flow because it helps patients to onboard the Carbon network.
The biggest challenge was creating a seamless onboarding experience for patients, who scheduled appointments from different channels such as Carbon app or website, ZocDoc, or phone call whether they are returning or first-time patients. I handed off the revised Kiosk flow to dev team with prototypes.
After designing the Kiosk user flow, I started to work on designing the flow for what we called environmental displays. They support Carbon's promise of a smarter, hassle-free and most importantly transparent healthcare throughout a visit.
I designed all displays to be in the background and show information without any patient interaction, but through the actions of the staff and providers. I mapped all screens to actions on EHR app.
Lobby display is the first digital touch point that patients get exposed to Carbon. Patients can see their first names and second name initials with their appointment time on the lobby display. First Name + Second Name Initial (i.e. Sophie B) is the furthest identity signifier that we can use and fulfill the HIPAA patient privacy complaint.
After patients get checked-in by the front desk staff, the display also works as an announcement board, which updates itself to highlight the next patient when the time comes.
Although Carbon's in-network clinics are far more efficient than others, we acknowledge that sometimes a short wait is unavoidable. For those times, I proposed a mini slide deck to highlight the features of the Carbon app to inform patients, who haven't used it before.
As both lobby and exam room displays run on tvOS, I proposed staff-only actions such as how can a room assigned to a display. Through settings card, the Apple TV app can be synced with the Carbon EHR through a framework such as Voucher to authorize different practices.
After a patient called for an appointment, a nurse assigns an exam room and takes the patient to the exam room. In a regular doctor's office, this journey often ends up in a cold, and standard exam room.
I designed an alternative for the scenario above through digital room signage, which will be a 'mode" in the Carbon EHR iPad app. By providing a wayfinding signage through patients own name, my aim is to foster familiarity and trust that personalizes the experience.
On the other side, I designed the room status displays to enable staff members to easily see the status of the rooms and assign them to patients, either through the EHR app or directly from the display.
With status displays, nurses or providers can mark a room as available as soon as they finish their occupancy ends. If they ignore marking the room as available, the system can automatically update the status of the room as "available, but not inspected".
As mark-as-available interaction is staff only, I also design a hidden gesture to prevent others to run this action. In order to mark the room as available, users have to long press the small status text at the bottom of the screen.
When patients enter the exam room, they are greeted with their names via the exam room display. As this increases the familiarity and belonging to the system, it also helps to start a smart and personal experience throughout the diagnosis.
As nurses ask questions and do regular triage processes, exam room displays show what a staff member just submitted to the system. By this display, users can see or follow all of their submitted information or data to Carbon such as their vital measurements, their medical history, or the history of their present illness.
Providers also can use the in-room display to share information such as blood tests, or medical imagery, as well as recently submitted clinical orders through a share link on Carbon EHR App.
When the visit ends, Carbon's digital identity again creates a personal connection with patients and then informs them how the care continues through the Carbon mobile app.
Besides Clinic 2.0, I also worked on smaller projects such as the homepage revision of Carbonhealth.com. I unified the visual elements in terms of pixel-perfecting, minimizing the number of used colors, and teamed up with our growth manager to update the copy in a design sprint. Our goal was to update our website as soon as possible before its version two is aired (planned in September 2017).
In another weekly project, I have teamed up with our growth manager was the second "Updates from Carbon Health" email. My task was to generate scientifically-correct product shots.
As being a lean startup, this digest email had a lot of features to digest, and show. I decided to go with using GIFS, which captured all requested features from our marketing manager as well as enabled professionals to click and inspect them more.