QuickMD is a telehealth platform dedicated to providing accessible care for services including urgent care, weight loss, and more to patients nationwide. As the lead designer for this feature, I consolidated two separate workflows to eliminate unnecessary manual work.
The Challenge
Our internal team has the ability to cancel visits on the patient’s behalf due to emergencies, technical difficulties, and last minute provider unavailabilities. Currently, cancelling a visit also involves writing visit remarks about the cancellation and issuing reimbursements, if applicable—all in different locations of the EMR. There's no one location to easily cancel visits, manage reimbursements, and track its status. This manual workflow requires substantial cognitive load that introduces preventable errors that may require additional time to identify and correct mistakes.
David
QuickMD Project Manager
"In 7 months, the internal team cancels around 33 visits per day on average."
Approach
To start, I created a user flow to visualize the current process and identify areas that caused pain points, such as having to remember the different cancellation fees for all the visit types. By working closely with my PM, I went through several iterations to ensure all use cases were covered. Soon after, this feature got deprioritized and wouldn't be picked up again until months later. These designs went through a couple more rounds of iterations before being presented to two stakeholders.
Results
A one-stop shop for cancelling visits, managing fees, and reimbursements.This solution was successfully implemented and reduced the need for manual calculations, memorizing different fees, and provides a way to see historical information.
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Users can easily see when fees apply, billing details, and select what kind of reimbursement to give.
When fees apply, the summary section shows the breakdown so no manual calculations are involved.