Introduction
To improve CommonSpirit Health's patient portal for streamlined appointment scheduling and reduced wait times, we need to analyze the current user experience, identify pain points, and develop innovative solutions. I'll approach this by examining user segments, analyzing pain points, generating solutions, and proposing metrics for success.
I'd like to outline my approach to ensure we're aligned on the structure of my response.
Step 1
Clarifying Questions (5 mins)
Why it matters: Determines if appointment scheduling is indeed a priority for users Expected answer: Appointment scheduling, viewing test results, and messaging providers Impact on approach: Would focus on integrating improvements with other high-use features
Why it matters: Influences the design approach and potential solutions Expected answer: 60% mobile, 40% desktop Impact on approach: Would prioritize mobile-first solutions and responsive design
Why it matters: Helps quantify the problem and set improvement targets Expected answer: Average wait time is 3 weeks Impact on approach: Would focus on solutions that can significantly reduce this timeframe
Why it matters: Ensures our solutions align with broader organizational goals Expected answer: User engagement, appointment completion rate, and patient satisfaction scores Impact on approach: Would tailor solutions to directly impact these KPIs
I'd like to take a brief moment to organize my thoughts before moving to the next step. Is that alright with you?
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