Prior to the ideation session we organized a meeting that consisted of a review of the research. The output of the meeting was a list of requirements and problems to solve. This list would continue to be edited as new discoveries surfaced during the design process.
List of objectives
We listed a number of problems the design would need to solve. We will refer to this list until the end of the project, new discoveries will bring new requirements.
A pending appointment proposal may block a provider’s calendar until the patient has approved has selected an appointment.
Appointment proposals may “clog” the provider's schedule.
Patients must be able to communicate concerns and questions before or while requesting an appointment.
Patients should be able to speak or chat with staff at the practice.
Patients should be able to ask for an appointment and suggest times.
Patients who contact a provider/practice online should be able to communicate their recurring availability to the provider so the provider can make a better appointment offer and increase the odds of settling an appointment with a minimum of interaction.
If a schedule is published and appointments slots are available, patients should understand which appointment slot to take.
The actions a patient took during contact and appointment should be acknowledged and the patient should be provided expectations and guidances about the next steps.
Patients must have the ability to change or cancel appointments (within business rules).
Providers / Practice:
The information required to organize an appointment should be centralized within the scheduling tool.
Providers must have the ability to:
plan multiple appointments for one patient
switch patients sharing the same accounts (parents organizing a visit for children)
invite other specialists or let a patient invite a guest (ex: couple therapy)
decide if a message sent by a patient should trigger an appointment proposal
set expiration dates
see the state of an appointment (proposed and pending, accepted, changed, canceled)
import and consult external calendars
let clients call during opening hours or hours if their choice
know if clients want to be called back
quickly visualize incoming requests
organize tasks or types of action required (new contact, new appointment request, canceled appointment
understand the relationship between multiple appointments
invite a staffer or create a group
edit, change or cancel appointments and appointment details
increase odds of a scheduling match early in the appointment negotiation
Staffers must have the ability to:
manage multiple provider calendars
invite providers and create a group
message other staffers on behalf of provider or group
schedule appointments for one patient with multiple providers
Customer service / Administrator tool
Ability to choose a provider
Ability to assign a patient to a practice’s consultation request flow
Ability to track request status and address issues of low responsiveness
Ability to track average response time or availability from providers