Video Appointments
Case Study
Case Study
Video Appointments
Business Goal:
Initial Problem Discovery
Project Background
Identifying the Problem
Research - What motivates this?
1. Based on an patient survey taken at the beginning of the pandemic 82% of patients desired virtual appointments.
2. These same patients were experiencing feelings of fear, concerns about their health and families’ health, but at the same time did not want to stall their treatment.
3. Patients were comfortable and hoping for virtual appointments to ease their fears are the unknowns of the pandemic concerns. 1. Help doctors continue to book new patients to produce clear aligners to pivot during pandemic issues
2. Continue to foster current patient relationships that lead to further purchasing opportunities long-term. (Future of OrthoFX - ex: retainers, dental accessories, etc) 1. COVID-19 has reached a global pandemic warning and ‘Shelter In Place’ order has taken effect.
2. Majority of patients would prefer to take not appointments at the office if can be taken virtually online.
3. Potential decline of sign ups and purchases for new OrthoFX Patients1. Designed in a startup environment
2. Quick turnaround with iterations over time for the immediate need
4. Designing something that works well with both Patient and Doctor user needs.Doctors losing patient appointments due to the concerns of the pandemic which results in less OrthoFX treatments offered.Processing + Analyzing the data
If given the possibility- would these 2 groups be prefer video appointments to continue their treatment during government shelter in place orders.
Linking a video platform such as Zoom Competitive Analysis
Online appointment set upsReviewing medical platforms that served online appointments.1. Generally there were medical companies that had started to do video visits prior to the start of COVID-19 although not as such an immediate first hand tool as it is used today in 2024.
2. Previously there were some stigmas as to who and why a patient would use a video visit. Leading to questions such as: What kind of appointment is okay for a video visit? Does it cost the same as an in person visit? How does the doctor know if a virtual visit is only needed?Why is there a disconnect?
Guidelines for Video Visit appointments
1. What kind of appointment is okay for a video visit?
2. Does it cost the same as an in person visit?
3. How does the doctor know if a virtual visit is only needed?
4. What legalities are involved in virtual visits?
5. Will the patient be provided the same top quality care?1. Video visit appointments can be used for initial consultation and periodic check in appointments where patient is able to provide photos taken on their smartphone and send them to the doctor for a general overview.
2. For teeth straightening treatment there will still need to be some in person visits. This type of treatment cannot be done 100% virtually due to preventing errors or miscalculations and certain legalities. Moving bone structure by the millimeter. But this can reduce in person time allowing for ease of mind of both doctors and patients health.User Interviews
There were common concerns between patients and doctors regarding virtual videos yet a bit less comfortability for some doctors due to the demographic.
Themes and Insights
Theme 1 - fears of going in office
Theme 2 - concerns over quality healthcare
Theme 3 - questions around legalities
around virtual healthcare
The Challenge - How might we...
... be able to provide continuous quality healthcare that allows patients to easily meet doctors from the comfort of their own homes?1. New patients should be able to sign up for an OrthoFX account through the consumer website.
2. New patients should be able to choose from various doctors near their area that they can pair with for their treatment consumer site.
3. New patients should be able to quickly schedule their first video consulation with them through the consumer site.
4. New Patients should be able to review a confirmation of the appointment.
5. New patients should receive an email linking them to the creation of their Patient Portal where video visits will take place.
6. Update interface design for this user flow.Product Requirements
Site Map
Consumer Site Process for Virtual Consults
