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Twin Health
Member Self-Scheduling
Empowering members to schedule their own meetings.
Services
UX Strategy
UI Design
UX Research
Introduction
At Twin, Members rely on the mobile app for day-to-day monitoring of their diabetes reversal. They also meet with their care team (Twin Coach and Provider) during key milestone visits throughout their time in the program. This allows the care team to check in on progress, make changes to the members care plan and maintain a critical human connection. This project looks at one way that the product, design and engineering teams at Twin worked to optimize the self-scheduling experience to improve outcomes for both members and the care team. This work is preceded by a project where we worked to integrate Google API into the Care Teams Clinical Platform. This allowed our clinical teams to use their actual calendar availability to more easily schedule appointments for members. This next stage feature surfaces Care Team calendar availability to the mobile app allowing members to find the time that works best for them.
The Problem
Clinical Team Coaches spend a significant amount of time scheduling appointments for hundreds of patients with busy schedules. This draws coach attention away from other critical tasks related to member care.
Members don’t want to take time out of their day to meet with a coach or have a long back and forth via chat just to schedule an appointment.
The Process
User Research — Qualitative data showed coaches spent an average of 30 min to 1.5 days scheduling milestone visits for members. Quantitative data from grievance reports and user interviews verified user pain points with the existing scheduling process. Investigations of third party off-the-shelf solutions, found that the cost + implementation time for a third-party solution was negligible versus an in-house solution, so the MVP of this feature was designed and built in-house.
Brainstorming — I scheduled sessions with the Product Manager, Lead Engineer, Core members of the Care Team and members of Leadership, using the gathered data and cross-functional input to define a clear strategy.
User Flows — I used some earlier (archived) work as a starting point and combined that with the info from the two previous steps to flesh out new user flows. Additional meetings with the core product team provided feedback for iteration and refinement.
Mockups — Mockups were reviewed and refined based on engineering team feedback before final handoff.
Telemetry — We defined several parameters that we would use to evaluate the effectiveness of this new feature including:
- Successful booking from original availability list
- Number of availability slots that are given per day
- Trend of successful bookings
- Time of successful bookings
Success Metrics — We would know if this feature was successful if:
- Members were able to use this feature easily
- Members felt like they had more control over scheduling
- Members felt less friction around scheduling milestone meetings
- Coach time is less focused on scheduling
- Coach time is more focused on member evaluations and addressing member care
- Coaches feel like they are able to do their job better
Complications
Engineering constraints around timeline — Some components designed to increase member delight were removed in favor of native functionality in order to preserve project scope.
Google API limitations — There are some limitations of the Google API when it comes to showing available blocks of time such as potential for errors to occur around overlapping time blocks. Google API simply does not have the same level of functionality as Google Calendar. We accounted for these issues in the design and tested it with QA.
Additional Member needs — Another major complication was dealing with demand from members in terms of time slots. Members wanted to meet with their assigned Coach after normal business hours. This meant that members would need to either meet with a different Coach that had that available time slot, or the assigned Coach would need to work overtime to accommodate that member. This is an ongoing business pain point.
Outcome
The greatest value to members in this project was providing greater autonomy with scheduling their visits. For the business, it was saving time for care team members which allowed them to better focus on the needs of their members which translated to improved business outcomes overall.
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