A CASE STUDY
CORONA VIRUS (COVID-19) RESPONSE APP SUPPORT
EYE BOOK NOW
In direct response to COVID-19 and social distancing, a rapid iteration of a two-part consumer application and in-office scheduling dashboard was created, to help practices continue to serve consumers while doing so in a secure environment.
Nothing builds an urgent response from healthcare providers quite like a global pandemic, and the vision-care community is no exception. Within days of the onset of this deadly virus and social distancing practices going into effect, my team responded with a two part integration for our global partners to coordinate and build both a consumer application and in-office appointment cue, capable of handling online appointment scheduling, as well as, walk-in appointments. And redefining walk-ins with an online presence that allowed users to scan a QR code off of a store window to launch the application for visitors wishing to see an eye care professional same day.
Although this project was not a linear process, for the sake of presenting this case study in logical parts, I’ve broken down the experience/interface process into six primary phases.
Since necessity is the mother of invention, the demand for this came directly from countries that still have antiquated customer administration using the much more manual process of tracking appointments via paper and pen booking management. Beyond the basic understanding of need, there was very little additional research planned for this project.
Developing the data required speaking with international partners, to get a greater understanding of needs as well as blockers. Many national regions use similar technology and others much less.
Learning how practices and owners manage customers directed a variety of settings to allow regions to set appointment swim lanes up to meet their growing needs. Since this was a time-sensitive project we opted to build designs around Google Material Design structure and minimize design and features, especially for MVP.
The consumer journey was created in two path delineations. One for Online Booking and one for Wait List, a core function of markets in Latin America and India, who's main business model was built around walk-in customers. The other core function was an Admin Portal Dashboard, with swim lanes that feature customizations for both a series of primary (hard) schedule lanes, and a waitlist/walk-in (soft) schedule lane. The main schedule features confirmed appointment times and waitlist are set with individual counters that have set aging alerts set. SMS messaging keeps the consumer updated with status alerts
Through limited research development I refined and augmented the current flow structure to meet with the demands
of our users.
All designs are built using Sketch and screens are pushed to Zeplin for review and development, as well as pushed to
Protopie for prototyping.
Sketch comps load into Protopie and actions are added - from simple to complex and a custom URL is generated for review. Once approved the url and script are pushed into the UserTesting platform and retested.
The most efficient way to start this was with a rework of the current onboarding process and reach out to current customers first. Since DITAC had made the acquisition of the 4PC booking backend infrastructure, we combined forces with Quisitive
to create new online forms, contracts and needed updates to the form and infrastructure.
I listened to the teams and incorporated new options to both support what our backend could capture
but the design as well.