1_CS Mockup.jpg — Patient Self-Scheduling

athenahealth | Scheduling | Consumer
*How we helped patients book appointments directly with their providers.*

Background

Current State

When I joined the Consumer Scheduling line of business, athenahealth had 3 different products for patients to book appointments.

My goal was to work with the team to build a modular framework that could be leveraged across a suite of scheduling products and consolidate the three products into one source of truth.

BUILD

Modular Framework

I joined this project after the research and wires had been created, so I was responsible for working with development during implementation.

In addition to implementation, I focused on making sure the design team could leverage this framework on other projects. I created a sketch library and used it to build out our consumer facing product as well as our referral booking product. At the end of this project, we successfully built a responsive, modular framework that extended across two lines of business and influenced three others.

“Jenn began to tackle critical problems within the design team right away, including improving design tools, our design library, and design process within - making it easier for our design team to build the products we were actively working on.

In addition to her design initiatives, her zone-wide team building exercise around cross-functional process and collaboration had a very positive impact - sparking much needed conversation during many points of change and transition for the zone.”

— Matthew Belferman (Peer UX Design Lead)

BECOME

Source of Truth

We used the modular components to integrate our scheduling software into the athenahealth Patient Portal. This gave patients a consistent experience no matter where they come from to book an appointment with athenahealth.

It also meant we no longer had to duplicate efforts internally to deliver improvements to patients - and could do so faster with the modern technology used for the modules.

I worked with a designer on the Patient Portal team to audit our products, then worked with product owners and developers across two zones to ensure the success of this integration. While we still have a lot more to do to reach feature parity with the Patient Portal functionality, we were finally able to have a single source of truth for scheduling - something athenahealth had been trying to do for 4 years.

DELIVERED JUNE 2019 & January 2020

Patient Booking

We released the modular framework as part of an unauthenticated workflow in June 2019 and have since had nearly 50,000 bookings. In January 2020, the team onboarded our first Patient Portal client with the scheduling integration with the intent of moving all clients by the end of 2020.

Live demo of the stand-alone Consumer Scheduling embedded into a client’s website.

IMG_3448 (1).jpeg — Future vision

*How I helped the team establish a strategy and vision around scaling our Consumer Scheduling line of business.*

Check it out

“Jenn is a skilled and reliable designer, and a great asset to our team. In the scheduling zone’s landscape of continuously changing priorities and timelines, Jenn can be depended upon to deliver high-quality designs, conduct UX reviews and answer questions in a timely manner. She is always mindful of the development effort necessitated by her designs, and is willing to work with us to reach compromises when needed. In addition, she does a great job of framing problems from a UX perspective. Recently I was working on making a UX change, and I approached Jenn with an idea I had which I thought could further improve it. Jenn took the suggestion well, and in response, sent me several resources explaining why it wasn’t in fact a good idea. Those resources helped me to better understand her decision-making process, and allowed me to learn more about effective design overall.”

— Michael Hankin (Senior Developer)