Atlantic Health System's Virtual Urgent Care
A telehealth system for Atlantic Health’s 10 urgent care clinics across New Jersey for physicians to practice telemedicine. Due to the rise of COVID-19 cases and government policies of social distancing the demand of virtual care for patients were inevitable. Every clinic needed technical support to provide care for over 70 daily patients. As Atlantic Health System's first in-house digital team, this was a big moment for us to bridge the gap for the medical staff and tech support as well as building long term trust.
My Role & The Process
The team was comprised of a UX Researcher, 2 Project Coordinators, 2 Front End Engineers and 2 Backend Engineers. My role as the Lead Product Designer defined the design system, lead daily sprints with engineers, product planning/strategy, information architecture, and creating user stories and personas.
The objective of the app was to digitally transform their patient intake flow which is transferring a patient from the receptionist to a physician if necessary. It needs to check for insurance level and co-payment rates based on coverage.
User Story & Architecture
Wireframes & Screens
Our largest flow of traffic was in December 2021 with the outburst of the Omicron variant. Clinicians took up to 120 virtual calls that day with only 5 drop off calls (Twilio console data). We improved the experience for at least 10% of users and increase digital activation by 10% (50-60K users impacted). For the rest of the year, Atlantic Health's first telehealth system garnered over 5200 appointments in 2021 - 2022.
Mobile App Prototype
This app is a digital front door of all the other services Atlantic Health System has to offer.