Consumer facing booking flow

A health assessment to connect patients with appropriate care

Health assessments are phone/video appointments that help insurance companies like Oscar understand the health of their members. This data helps with a process called risk adjustment, which is a way to make sure that health insurance companies are being fair when it comes to taking care of people with different health needs.

Why it matters —

Health assessments are an essential tool to help Oscar understand it’s members.

Our health assessments had a high satisfaction score, however there were a few challenges:

How might we help members discover and understand health assessments

Members were not aware of health assessments and when they did schedule them, they were not sure what the purpose of the visit was

How might we make the scheduling process seamless

The previous experience was web only, The experience caused too much friction leading to dropoff and we had the goal of improving conversion through our app.

How might we improve reduce no-shows for health assessments

Members would book appointments but there were a high number of no-shows. Members had to call to reschedule or cancel appointments.

I worked in close collaboration with our marketing, clinical, and operations teams

Creating a frictionless experience required cross-collaboration to ensure we had the staffing to satisfy any increased demand from a future experience.

We had a shared goal of creating an experience that would be valuable to members — I organized a workshop so our efforts were aligned .

Scheduling

How might we make the scheduling process seamless

I created a native app booking flow that allowed members to discover and book health assessments.

The results:

70% increase in conversion through app and website.

15% → 50% volume through digital

Digital scheduling has enabled our teams to be less reliant on outbound calls which has led to headcount savings. We have created a foundation to help our digitally engaged members discover and book their appointments.

Discovery

How might we help members discover and understand health assessments

We improved discovery by adding entrypoints: action items and a modal allowed members to learn about health assessments.

We wanted to make sure members understood what to expect and used copy carefully to communicate steps and expectations.

Reduce no-shows

How might we improve reduce no-shows for health assessments

We introduced a check-in process for health assessments which helped clinicians understand patients better but also helped keep members engaged during the gap they scheduled and had their appointment.
Additionally they had an option to reschedule and cancel visits. No-shows reduced by 6%.

An experimental approach

We conducted several experiments against a control design to measure success, make adjustments and guide our future design sprints through data.

Health assessments are a large project, and there is a lot more to implement and share.

Want to learn more about my process? Let’s chat!

Other Work