Context

Banner Health aimed to enhance the pre-visit preparation experience by allowing patients to digitally create a list of questions for their doctors before appointments, ensuring a smoother and more effective visit.

Cross-disciplinary team collaboration

I collaborated with Banner Health’s digital experience team designers and leads and various Digital Business stakeholders, conducting user testing sessions with Banner's partner Applause, and worked closely with a dedicated DPM to better understand patient and provider needs.

User and business goals

The goal was to increase patient satisfaction, improve doctor preparation for appointments, and reduce patient no-shows by enabling patients to prepare and share questions in advance.

My role and responsibilities

As a digital product designer integrated into Banner's digital experience team, I was responsible for secondary research, collaborating heavily with design team leadership and a dedicated Digital Product Manager (DPM) to create, test and validate high-fidelity design flows and prototypes, and worked closely with scrum leads and developers to ensure a seamless developer handoff and design review process.

The problem

Patients often felt unprepared and hesitant to ask questions during their appointments, leading to dissatisfaction and inefficiencies in the healthcare process.

Hypothesized solution

Working with my dedicated DPM and design team leadership, I proposed a digital Q&A tool that allowed patients to add, edit, and prioritize questions before their appointments, ensuring they didn’t forget important concerns and doctors were better prepared.

User testing results

User testing revealed that 73% of participants found the information displayed in the tool to be extremely clear, and 60% had a good or excellent impression of the feature.