Talk to a Doctor via MyChart
UX Evaluation
Scroll ↓
Talk to a Doctor is a new Epic feature that Trinity Health rolled out to its patients via MyChart. This capability acts as an online urgent care, allowing our members to be seen by providers virtually for non life threatening concerns. Navigating to this feature and the functionality itself is not super user friendly and was thus evaluated for enhancement opportunities.
Project Overview
Challenge
Uncover the goals and pain points from both patient and provider perspectives of the Talk to a Doctor experience to learn how and where improvements can be made
Solution
Provide research backed recommendations for enhancing the user experience of navigating to and scheduling a Talk to a Doctor visit
Role
UX Research and Recommendations
Methods
Usability Evaluation, Pain Point Analysis, User Journeys, Recommendations
Tools
Microsoft Suite
Interviews
I wanted to gain perspective from both our providers and patients on their experience with the current Talk to a Doctor feature. I spoke with 2 providers and 2 patient representatives via Teams video who walked me through the current process. This allowed me to empathize with current users and document pain points on both sides of the UX.
I put together usability pain points from both patient and provider perspectives. Each pain point was described in detail with a recommended design change. I ranked and color coded the severity of the pain points, with 1 being the most severe.
To give a better visual of this information, I created a condensed user journey to represent the frustrations and opportunities in each step of the process. The more saturated the color of the step, the greater its pain point severity.
Next Steps
Our team was pleased with the research-backed design recommendations. Since we are limited with our designs within MyChart, the team will take this work and present it to the appropriate leaders at Epic to seek more personalized design options for our users within MyChart.