Home / Fuzzy / Fuzzy - Consult experience
Fuzzy - consult experience
What was I trying to solve?
Definition of SOAP: vet documentation of a visit (subjective, objective, assessment, plan)
Fixing the clunkiness and repetitive work the team goes through for each consult
Automatically have data from triage automatically sent into the SOAP documentation for the visit
Integrating the questions the user may have taken when answering quizzes (examples: itchy skin, stress and anxiety, or allergy) into the consult flow so the member doesn’t have to duplicate their efforts in answering questions
Allow for members to upload photo and video for the vet team to review prior to the visit
Allow members to go in the proper flow based on their needs
Increase overall efficiency of the team and the member
Solve member tech issues ahead of time
Reduce wait time for members
Allow for transparency ahead of time regarding approved prescribing states
iOS and Android solution to our customer experience
Research: Interviews, competitor analysis, & user flows
After doing some shadowing with doctors and nurses, I was able to get a good understanding of where the challenges were and how we can solve those challenges.
The team had to copy the answers from the triage questions manually in order to have it displayed in the SOAP
The team couldn’t prescribe directly from the SOAP, they had to add all prescriptions to three different areas to get it filled, leaving room for human error
Members had a lot of tech issues and half the visit would end up being about fixing those before even being able to help care for a pet
Many members would pay for a membership and only find out after waiting for hours that they’re not in a prescribing state and couldn’t get the medication they needed
Fuzzy didn’t communicate the members’ location in the queue
Doctors would have a 16 hour wait time, while nurses had a 1-2 hour wait time - yet we advertised a 24/7 service
Measurement of Success: Northstar deck
The measure of success was to reduce wait time by a minimum of 50% for the doctors, and 25% for the nurses
Refund rate dropped from 31% to 6.2%
Reduced the average doctor wait time from 120 minutes to 18 minutes
Reduced the average nurse wait time from 45 minutes to 17 minutes
NPS score went from 37 to 72 by redesigning internal tooling and creating a streamlined process for internal teams
Functionality for members:
Ability to branch the traffic based on the need - if it was a simple itchy skin, stress and anxiety, or allergy, then they’d be branched to our automated flow where the triaging would go directly into a prescription without the need of a DVM call
If questions were answered in previous flows, allow for the system to confirm rather than re-asking for a new answer (gives a sense that we actually know who they are and are using their data properly)
Inform the member early on, prior to paying, if they are in a prescribing state or not, and give them the chance to back out if they don’t want to continue
Sort out the emergencies from the other telehealth treatable concerns
Provide details and help for all tech issues prior to the doctor coming on video
Functionality for internal team:
Auto fill all SOAP with information from triage
Ability to easily see past visits a member had with Fuzzy
Easy access to photos and videos from the member
Pre-generated outcomes when objective differentials are normal
Member comments from consult experience are automatically fed into the subjective section for easy access by the doctor or nurse
Have the nurse be the first point of contact with the member to be able to verify all information on that pet and any additional details prior to handing off to the doctor
Blueprint
Content flow
Competitor analysis
Research
Fuzzy did not have any automation of any kind, anywhere. All actions were manual which caused extremely long wait times and a poor user experience for internal teams and for members.
Since the consult experience was a customer facing and internal issue, I had to start by creating a blueprint to understand all the touchpoints for the members and the internal teams. Once I identified the touchpoints, I pulled feedback we received from members as well as feedback from the internal team to understand additional issues that I wasn’t able to see when I did a shadowing of the nurses and doctors. I then applied all these pain points to the blueprint to identify the areas of impact.
Prior to starting on any design work, I did extensive research, including a competitor analysis, identifying where we stand in the industry versus our direct competitors in the telehealth space.
Lastly, I mapped out a proposed flow and content mapping for the member and our internal team.
Customer experience wireframes
Customer experience
I worked with my product manager to define where the most critical areas were to fix and what would give us the highest rate of return. Once we defined this, I was able to start wireframes and then moved into the design phase. During the design phase, I got early feedback from the team and users to understand the expectations of the flow and design. This was an in-app experience only and designed for iOS and Android platforms.
Once the experience was approved, I prepped the file for engineering to take over and be able to develop the full experience.
Internal team experience
The first step for our internal system was to identify what we could do to our internal system to increase efficiency and overall experience for the team. We knew the team was looking for a more streamlined approach based on high-level mockups created by them and interviews we held. I worked closely with stakeholders to get early feedback on any of the designs and content flow prior to finalizing the design and handing off to engineering. The information from the above experience fed into the this SOAP for streamlined automation.