One of the best ways to learn more about a problem area is to experience it yourself. Immerse yourself in the physical environment of your user.
Do the things they are required to do to gain a firsthand experience of the challenges they face. Completing a day in the life exercise will enable you to uncover actionable insights and build empathy for the people you're hoping to help.
We immersed ourselves in the patient and clinician experience. We conducted virtual visits on Switchboard, attended visits as patients, and helped family members attend their appointments.
This helped us gain deep insight into the user experience, learning how they used the platform and what it felt like to do so.
During early concierge pilots, patients told us they were frustrated that they had to download an app to participate in virtual visits.
We leveraged deletion to brainstorm how the process might work if downloading an app was not possible. In partnership with BlueJeans, we launched an app-less meeting join feature that negated the need for patients to download the native app. Eliminating that step enabled a more seamless process for patients and reduced dropoffs.
We supported more than 300 patients to prepare for virtual visits over the phone. Acting as a concierge for users enabled us to learn where patients were getting stuck and determine where enhancements needed to be made.
For example, in early pilots, we found that downloading an app to join visits was a significant barrier for patients. This led us to develop a chatbot powered by Way to Health that, if triggered, got over 95 percent of patients to a successful setup on their own.
Down the line, we were able to launch an app-less meeting join feature, negating the need for the chatbot, but it was crucial for early adoption rates.