Design a patient-first virtual care offering experience that inspires trust, enables personalization, and a differentiated solution in the marketplace.
Led a 12-week service design sprint which included behavior mapping, prototype design, and consumer testing.
According to recent surveys, about 25% of American’s don’t have a primary care doctor. With that number steadily rising since 2002, our client wanted to help close the gap to equal access of care regardless of why patients haven’t connected with a physician. The future experience’s essential goal was to make members feel heard and known while delivering immediate value to build trust and advocacy. Tactics included in our strategy to create an empathetic experience:
The virtual-first service was able to move from design through development and launch within 4 months. Within the first few months of the launch, it exceeded expectations as 1,000+ members downloaded the app. This innovative primary care service offering is creating an impact in members’ lives as well as delivering a great customer experience. The average rating on the App Store and Google Play Store is 4.5/5 stars.
