—Case Study
Virtual First Primary Care
Virtual-first primary care digital experience that increased access to care for Advanced Healthcare Plan members in Washington by 53,000 and raised new patient conversation rate by 24%.
Services Provided
Discovery & Strategy
User research
Usability testing
Web design
Mobile app design
Client
Advanced Healthcare
Year
2022
Advanced Primary Care Digital Experience
UX/UI Design, Design Strategy, Usability Testing, WCAG 2.1 AA
•
10 Months Duration
•
Responsive Web Design
•
Advanced Care Mobile App
•
EMR Integration
•
UX/UI Design, Design Strategy, Usability Testing, WCAG 2.1 AA • 10 Months Duration • Responsive Web Design • Advanced Care Mobile App • EMR Integration •
Increasing primary care accessibility through virtual-first approach.
The virtual-first primary care experience in Washington state allows patients to schedule care with providers on a virtual mobile platform, minimizing in-person visits to physical clinics and saving time and travel.
Overview
Advanced Healthcare Insurance (AHI) and Primary Care Medical Group partnered with Avela Experience Design to create a virtual-first primary care digital experience that would increase access to care for health plan members in Washington by 53,000 by 2023. The project was launched in response to the COVID-19 pandemic, which exacerbated the severe shortage of primary care providers in the state, causing extended wait times for AHI members.
Approach
We collaborated with the provider partner, Integrated Products, vendor and Providence development team to design and implement a seamless patient experience for Advanced healthcare plan members to schedule appointments online, access their plan benefits, find in-network provider and access their patient portal using MyChart single-sign-on experience.
Design Process
To understanding of the user needs, we conducted user research with health plan members to understand their pain points with the current healthcare system and their needs for a virtual-first primary care app. We also conducted competitive analysis to understand the landscape of existing virtual care apps.
Seamless integrated health care experience
Users were frustrated by being routed to another application and struggling to return to their original page. The new design resolves this issue by allowing members to conveniently schedule appointments, access after-hour care, view estimated costs, update medical history, and save time with pre-filled patient registration, all within the app using their health plan's single-sign-on login.
Convenient access to virtual-first primary care
Advanced health plan members can get personalized care experience on the mobile app based on their location. Members in Washington state can book an appointment with an Advanced primary care provider or Behavioral Health provider. Members traveling outside of Washington state can chat with a provider 24/7 for minor injuries and non-urgent care needs.
Empowering Patients with Seamless Digital Access
We have data from user research and interviews that members want to find a provider that they can connect with emotionally and be able to streamline their healthcare services on a single platform. Single-sign-on with MyChart integration and new patient pre-enrollment reduces the amount of time users have to fill out new patient forms.
Simplified access to member benefits, cost share and ID cards
Our app empowers insurance members with a single sign-on experience, granting them instant access to their comprehensive benefits package, ID cards including care plans, cost share transparency and deductibles, right at their fingertips.
Increase in member activation rate with the new design by 34% within 6 months
The implementation of the new design led to a remarkable significant 34% increase in member activation rate within 6 months, delivering a seamless design and a simple single sign-on experience for 43,000 members consistently across the web portal and iOS and Android applications.