Telemedicine Redesign Discovery Findings

December 13, 2021

Table of Contents

Current State Audit

High Level Flow Audit & Opportunities

See in Figma

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Intake & User Communications Audit, Research & Pain Points

See in Figma

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Competitive Analysis

Competitive Analysis Overview

• Lemonaid
• GoodRx Care
• Linzess
• Ro Mind
• Hers

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The following competitors in digital medical intake, telemedicine & online prescriptions have been reviewed:

See full flow screenshot audits in figma here

Lemonaid

Lemonaid is an online telehealth provider & pharmacy that provides services in mental health, women’s & men’s health, skin and general health.

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Their intake flows for acid reflux & depression were reviewed for this exercise.

Highlights

LEMONAID

Highlights

LEMONAID

Summary

👎

Summary

• Quick qualification up front
• Sets expectations for high level process (when consult is complete) early on
• Question up front on what you’re looking to do/existing diagnosis.
• Feature to send summary to primary doctor
• Questions typically have an other or none of the above with explanation to not be constrained by their options
• Consistent question pattern of continue button which is available once question requirements are met
• Some explanation of why things are being asked (for your safety/security for picture)

👍

LEMONAID

• Still a decent amount of questions before consult with doctor
• Providing credentials at the end (acid reflux) means the questions prior aren’t saved
• Could use more explanation of why some questions are being asked & expectations set of the details of the intake & telemedicine process
• Picture of ID & selfie only has take no upload option (only screenshot)
• You get to 100% progress on the medical questions, but then there are more steps to get into telemedicine

GoodRx Care is a prescription oriented online telehealth service & pharmacy.

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Their intake flow for acid reflux was reviewed for this exercise (see full screenshots here)

GoodRx Care

Highlights

GOODRX CARE

Highlights

GOODRX CARE

Summary

• Asking for email early allows user to resume intake where they left off
• History summarized in one step that you can add to as applicable, vs answering many questions one by one
• Steps to expect in prescription acquisition listed up front

👍

👎

• Requiring email as first step & account creation up front could be deterrent
• Medication qualifier question comes after history, not upfront
• Oriented only toward getting meds when you already have a diagnosis

GOODRX CARE

Linzess is a prescription medication for IBS. They partner with Populus for their intake experience and MD integrations for doctor telemedicine evaluation.

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Their “Gut Check” evaluation tool as well as their telemedicine flow were evaluated.

Linzess

Highlights

LINZESS: GUT CHECK

Highlights

LINZESS: GUT CHECK

Summary

• Use of visuals in questions
• Questions are written in a concise and straightforward way
• Consistent ui for moving forward through wizard
• Summary report is clear and can be downloaded, emailed or printed

👍

👎

• Colors don’t meet AA accessibility for contrast in text
• Missed opportunity at the end to link directly into telemedicine

LINZESS: TELEMEDICINE

Highlights

LINZESS: TELEMEDICINE

Highlights

LINZESS: TELEMEDICINE

Highlights

LINZESS: TELEMEDICINE

Summary

• Lets the user choose whether they want to talk to a doctor or not (asynchronous or synchronous)
• Sets expectations of the process up front (entry modal)
• Emails after abandonment
• Though they use & show another company (Populus) the linzess brand is also indicated
• Easy access to doctor consult message from email

👍

👎

• Agree to terms checkbox on last page looks disabled - unclear it can & has to be checked
• Not as clear what the path is if you select you don’t want to talk to a doctor
• Little context of why questions are being asked (like height & weight)
• 3 companies involved feels disconnected; Receipt is from MD integrations, no indication of Linzess or Populus relation
• Long disclaimers listed in doctor email
• Is getting email from a doctor secure?

LINZESS: TELEMEDICINE

Ro Mind

Ro is a company which provides end-to-end consumer telehealth service that includes scheduling appointments and filling out prescriptions. Their sub-brand Roman provides related mens health services.

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Romind provides this service for anxiety & depression.

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Highlights

RO MIND

Highlights

Ro Mind

Highlights

RO MIND

Summary

👎

Summary

• Good contextual messaging on why some things are asked for (gender, location, etc)
• Clear opt-in to text messages
• Categorization of questions with intro explanations and # of questions
• Pharmacy & telemedicine all in one makes for a seamless experience
• Emails after abandonment to keep going

👍

RO MIND

• Lots of questions
• Loading screens before sections are very quick, and not clearly accurate (more questions than noted)
• During the questions you can’t see how far you are & how many more to go
• Some options like “several days” vs “more than half of days” can be a bit ambiguous
• Ranges could be more flexible, what if you’re in between none and several days?
• Emails can be a bit much

Hers

Hims & Hers Health are a telehealth company that sells prescription and over-the-counter drugs online as well as personal care products.

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For this analysis, Hers mental health evaluation was reviewed.

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Highlights

HERS

Highlights

HERS

Highlights

HERS

Highlights

HERS

Summary

👎

Summary

• Very visual and contributes to soothing feel
• Use of conversational language feels personable
• Broken down into categories/ groups of screens and gives context to the group

Shows where you are in section screens; gives context on questions

• Combines several related questions into one page questionnaire
• Number association on levels like “several days” and “more than half” provides more clarity on what those mean
• Communications to resume after abandonment - both email and recognition when returning to website

👍

HERS

• Range sliders could be even more flexible, what if you’re in between none and several days?
• While pretty, colors may not meet accessibility criteria
• Overall progress bar could be further segmented to reflect sections
• Resume from email & site did not go back to where I left off
• Long intake evaluation

NOTABLE PATTERNS

Contextual Explanation

NOTABLE PATTERNS

One at a Time Question Wizards

NOTABLE PATTERNS

Question Category Groupings

Setting Expectations of Process

NOTABLE PATTERNS

Gender/Sex Question Comparison

NOTABLE PATTERNS

Integrated Visuals

NOTABLE PATTERNS

Showing Progress & Remainder

NOTABLE PATTERNS

Personalization

NOTABLE PATTERNS

Goals, Recommendations & �Next Steps

Immediate Goals, Recommendations & Priorities

Create an optimal intake experience that will minimize dropoffs

Scope & Criteria for v1

• Redesign intake flow that will work with async path (short term) and SteadyMD integration
• Responsive & optimized across desktop & mobile devices
• Meet standard of inclusivity & accessibility

�UX Recommendations

• Give context & the why to the questions we’re asking
• Set expectations of the process from the beginning
• Give the user a sense of where they are during the process; give clear status updates (intake complete; doctor reviewed)
• Strengthen impression of Mahana through intake flow
• Further connection between intake & using the app (link to session 1 earlier)

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Stretch Goals for V1

• Message users who have abandoned to encourage continuation (regardless of path in)
• Allow users to pickup where they left off in abandoned flow

Longer Term Goals & Recommendations

• Give the user the option of an asynchronous or synchronous path
• Create a seamless end to end experience connecting intake, doctor consult, and prescription - ideally under one brand
• Optimize communication around prescription status & required actions
• Provide clear status updates end to end (including pharmacy statuses)
• Build out singular user account where the end to end process can be tracked in one place
• Add further personalization to experience
• Potential to create paths for the experience if the user is already diagnosed, which may save time

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• Update experience once the new Mahana brand is set (coordinated with marketing)
• Use learnings & data from initial launch to improve experience

Next Steps

• Create updated high level flow for v1
• Concepting & wireframing new intake flow

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Thank You