Search, Select, Schedule
Designing a Service Blueprint and Customer Journey Map for Scheduling a Primary Care Appointment
Role: User Experience Researcher, Consumer Strategist
Research Methods: Interviews, Surveys, Contextual Inquiry
Research Type: Generative UXR
Company: Legacy Health
Problem
Accessing primary care has been increasingly challenging for Legacy Health patients, especially new patients
Patients are experiencing a long wait time to schedule their next primary care visit
It can be difficult for new patients to find a provider who is currently accepting new patients.
For established patients, the median wait time for service is 14 days, whereas new patients may have to wait up to 31 days. 14 days, and 31 days for new patients
To tackle the access issues, our team created a Search, Select, Schedule (SSS) research project to identify pain points and provide recommendations to improve business impact and patients’ needs
Research
Through initial research, our team identified that the access journey includes multiple touch points. Our focus for this research project is on the front-end of access when consumers are Searching and Selecting a provider, and Scheduling appointment.
We conducted various research workstreams and employed different methods to identify patient’s needs and pain points as well as internal stakeholder’s needs and pain points.
Our team compiled the research to create a customer journey map and service blueprint where we highlighted gaps in the experience and opportunities for improvement.
Research Objectives
Research Methods
Understand patients’ needs and challenges in searching and selecting a provider and scheduling an appointmentUnderstand internal stakeholders’ pain points in their work related to scheduling primary care appointmentsImprove internal stakeholder’s workflows and find opportunities for collaboration and communication
Customer Journey Map: surveyed 200 patients, interviewed 8 patients, and supported the usability testing on Legacy Health’s website with 9 users to understand patients’ needs and challenges in scheduling a primary care appointment
Service Blueprint: interviewed 18 internal stakeholders
