Pager Connect: iOS
Background:
Telehealth mobile app enabling members of partnering insurance providers to chat with physicians, schedule appointments, and inquire about insurance details.
Thoughts:
Worked with Mary (Senior Product Designer) to research and design Pager Connect.
Role:
Product Designer
Discovery and Research:
We began our process using preliminary research that earlier Pager team members had conducted in order to define the problem. From there we set out to synthesize and validate their findings, and conduct our own research to fill in the gaps.
We had 2 weeks to conduct discovery and research. I first started by interviewing internal stakeholders, then our partners in the Command Center to understand our users' root problem and core needs. These were some our high level findings:
Users were unbeknownst to services such as telemedicine, finding and booking an appointment. — Because of this, our clients (insurance provider) mobile application has poor downloads, low usability, and high uninstall rates.
Pager Connect needed to be the site of care. — We needed to change the end users perception of how the app was viewed
Through initial discovery and early stakeholder interviews, we identified that of that 10% of users that downloaded an insurance provider’s app, users were only utilizing the app to find the customer support line to address billing concerns. Users were also unbeknownst to services such as telemedicine or finding and booking an appointment. Once that task was complete, users would uninstall the app.