1-2 MIN. READ / EXPERIENCE DESIGN / DIGITAL


Launching an Innovative Virtual Primary Care Offering


We worked with a healthcare incubator team to design a virtual-first, primary care service centered around delivering continuous and connected care.
CloseKnit Telehealth App
CHALLENGE
Design a patient-first virtual care offering experience that inspires trust, enables personalization, and a differentiated solution in the marketplace.
APPROACH
Led a 12-week service design sprint which included behavior mapping, prototype design, and consumer testing.
HEAD & HEART℠
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:
  • Introduction to Virtual Care Offering
  • Intake Flow Designed to Prioritize Health Concerns
  • Seamless Scheduling for Wellness Visit
  • Personal Connection to Care Team
  • Personalized Welcome Kit for Easy On-Boarding
CloseKnit App Example
KEY DELIVERABLES
Consumer Tests for Function, Design, and Features
Future State Service Design
Experience Roadmap and Prioritization Based on Business Case
Annotated Wireframes Ready for Development
"Rêve continues to impress me with creativity, flexibility, and a customer-first mentality. The welcome kits and screens were beautifully designed, and I know they will be a centerpiece of the experience."
Executive Sponsor
RESULT
4 Months
From Design to Development & Launch
Exceeded Member Growth Metrics
1000+ Downloads Since Launch in October 2021
4.5/5 
Customer Satisfaction
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