User Journey Maps

User Journey Maps / User Flows / Wireframes / Adobe XD Prototypes

Another project at RevolutionEHR was to update our schedule wait list to provide a more seamless experience when scheduling a patient from the wait list.

Problem

The waitlist consisted of a list of patients that was displayed in a pop-up window and required several steps to schedule an appointment from the list. To schedule an appointment, the user had to search for information in various places, such as the patient's next appointment, phone number, and availability. This involved navigating through different locations within the system.

Solution

We interviewed several eye doctors to get a better understanding of their struggles to view, locate, call, and schedule an appointment from the wait list.

Our research revealed that users utilized the wait list in multiple ways:

• Finding a patient to fill a cancelled appointment
• Reducing the number of patients on the wait list
• Checking a patient's availability

I felt creating user journey maps would be best method to document and communicate the different scenarios to discuss and highlight potential opportunities of improvement. Opportunities focused on recognition over recall to reduce cognitive load by displaying the patient name, phone number, and appointment time in a prominent location to easily view.