In my internship at Carbon Health, I mainly worked on Clinic 2.0, a more engaging, personalized in-clinic patient experience. I helped the team to bridge their clinic renovation with interaction design as well as other small projects.
I started my internship with understanding what the team has done so far. They address US healthcare system's imporant problems such as interoperability, transparency of health records, and billing.
In the first two weeks, I mapped Carbon on a service blueprint. This helped me to become familiar with Carbon and get exposed to the medical procedure and jargon. I collected insights through contextual inquiries with medical staff, as well as patient reviews.
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 visit flow was to make it as a best practice where Carbon EHR customers and investors can see how we enhance the patient experience through technology within a tight budget.
I included our staff in the design process. I printed empty scaled architectural plans, furniture, and devices from Sketchup. Then I asked our staff how they will design the exam room, and why. Then I finalized the flow proposal that incorporated their suggestions.
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. All selected equipment is available across the country to meet our evaluation metric: scalability.
In last 6 weeks, I continued with designing the user flow of touchpoints. I started by revising the existing Kiosk flow, which is initially designed by Carbon's lead designer, Pablo Stanley.
The kiosk is a built-in mode in EHR app to turn any iPad into a check-in kiosk. It works as a fallback to onboard patients who don't own a smartphone or have a Carbon account.
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 project with several (Principle) prototypes.
I continued with designing environmental displays. They aim to support Carbon's promise of a smarter, hassle-free, and a more transparent healthcare throughout a visit.
I designed all displays to show information without any patient interaction, but through the actions of the staff and providers. I mapped all screens to staff actions on EHR app.
Lobby display is the first digital touch point. It provides an instant confirmation for patients who have an upcoming appointment. We used First Name + Second N. Initial to signify patient identity while fulfilling the HIPAA privacy complaint.
Although Carbon 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. Practices can authorize themselves in tvOS by using Carbon EHR (iPad) app.
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 standard and cold room.
Being a wayfinding signage, room status displays aim to foster familiarity and trust that personalizes the experience.
With room status displays, the staff can mark a room as available when their occupancy ends. If they ignore marking it, the system automatically updates the status to "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. To execute it, users long-press the status text at the bottom and swipe it to the right.
When patients enter the exam room, they are greeted with their names via the exam room display. While increasing the familiarity, this also maintains the conversation throughout the diagnosis.
As nurses execute the regular triage processes, exam room displays show what a staff member submitted to the system step by step. By this, users can see all of their submitted data such as their vitals, 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 clinical orders through using the share function of the EHR App.
The system ends the conversation personally and informs patients how the care continues via Carbon mobile app when the visit ends.
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 updated the copy with our growth manager in a sprint. Our goal was to update our website as soon as possible.
In another weekly project, I have teamed up with our Growth team to send the second email digest for business partners. I produced scientifically-correct product shots along with assisting the copy.
As being a lean startup, this digest email had a lot of new features to digest and show. Using gifs captured all requested features as well as enabled viewers to click and inspect them more.