Highlight reel
Design for health outcomes
Following is a highlight reel of projects I worked on for OurHealth (now Marathon Health), an employer-sponsored healthcare offering, and Springbuk, a health intelligence platform for employers.
Springbuk
Springbuk Insights
Springbuk Insights analyzes claims and wellness data and surfaces actionable recommendations and strategies. The basic feature was already designed and built, but my contribution was adding in numeric and data visualizations for greater impact of trending data.
Springbuk Timeline
I was involved in the Springbuk Timeline feature in its earliest days. The goal of this feature was to more clearly see the impact of an intervention on any given aspect of your employee health population. I did some early mid-fidelity concept exploration for the team to run with, and it is now one of the main offerings in Springbuk’s health intelligence platform.
Originally we explored widget-based concepts so the timeline could appear on a dashboard.
Timeline is now a fully fledged feature and I’m proud to see how it took shape. You can explore the current experience here (PDF).
Innovation day: Comparing population insights
I had the opportunity to participate in an innovation day, during which I explored a feature enabling users to compare health metrics for two different employee populations. In this example, a user is looking at diabetic patients who do and do not engage in health clinic interventions.
OurHealth
OurHealth (now Marathon Health) is an employer-sponsored health service providing easy and convenient care to employees via onsite and nearby clinics. I was part of an innovation team focused on improving patients’ digital and in-person experiences as they used OurHealth’s services.
Dashboard future vision
Through conversations with patients we found many pain points with the OurHealth patient portal. There was a lack of engagement with health-related content, confusion with navigating the portal for basic tasks, and inability to do self-serve actions. Patients’ highest priority was viewing and scheduling appointments, managing medications, and learning more about our clinics and extra offerings.
I collaborated with an product strategist to start re-envisioning the digital experience for our patients, focused on quick access to information and actions.
The patient portal had confusing, outdated navigation and content that went largely ignored by patients.
In some “blue sky” envisioning, we explored dashboard widgets that provided essential information and self-serve actions, alongside easily explorable services and products.
Experimenting with a Wellness Concierge service
I was part of OurHealth's innovation team, working on product design, user research, and service design for patients and providers. Our goal was to enhance basic medical care with new services. We believed this would make resources more accessible for patients and create a new revenue stream for the business. I led a brainstorming workshop to develop the Wellness Concierge program, envisioning how users would interact with it both digitally and physically.
No portfolio is complete without a wall of Post-its. In the workshop we grouped ideas on a spectrum of in-person services to digital services.
We started prototyping goods, services, and online experiences for the Wellness Concierge and shipping them to our flagship clinic, quickly iterating based on patient feedback.
For example, we put out free water bottles with information about how to sign up for massages and other wellness activities to experiment with entry points to engaging in Wellness Concierge services.
I did a low fidelity prototype to share the idea with my team. After iteration, I designed and produced a final product and stocked our flagship clinic with the labeled water bottles.
I also experimented with waiting room signage and display walls to keep patients informed of our Wellness Concierge services and goods. Clinic staff kept us informed on any feedback they heard from patients, and we tracked patient engagement.
I worked with our innovation team to introduce health and wellness goods and services in one of our clinic waiting rooms.
We went through different iterations of signage for the waiting rooms. I used a whiteboard in my office as a prototype. We used chalkboards as our first signs, and then “graduated” to printed signs after that.
Persona creation
When I joined OurHealth, there weren’t any sort of personas or archetypes available to help enable understanding of patients and guide product and design decisions. I led efforts to create an initial group of personas via widely distributed surveys and follow-up interviews in a collaboration with our product analyst.
Our initial research yielded three personas. We subsequently did more pointed research on harder to reach populations, which resulted in two more personas.
Introducing self-serve actions in the patient health portal
Throughout my time at OurHealth, I worked with a PM, engineers, and our VP of product to iteratively introduce new features to the patient portal. Our main focus was to enable patients to view more information and take self-serve actions like getting virtual care and refilling medications.
We gave patients the ability to schedule in-person and virtual appointments and request medication refills without having to call our clinics.