YML

Kaiser Permanente

A health care provider embracing the digital space to engage its 13 million+ members with its medical services.

Brief

1/4

Pivot to digital transformation

The KP mobile app has been viewed as a secondary focus used only for transactional functions. I, along two other designers, built a dynamic, patient-first care experience.

Role

Product Designer

What I did

UI/UX

System design

Platforms

iOS

Android

Components built for accessibility

Components built for accessibility

Components built for accessibility

A system both simple and intuitive so that anyone - no matter their accessibility needs - can proactively find and focus on their care.

A system both simple and intuitive so that anyone - no matter their accessibility needs - can proactively find and focus on their care.

A system both simple and intuitive so that anyone - no matter their accessibility needs - can proactively find and focus on their care.

Solution

2/4

Embrace member proaction

Prioritized all care services and transactions that members need most on the home tab. These included KP’s get care avenues and members’ personalized care.

Elevate KP’s care avenues

Elevate KP’s care avenues

Elevate KP’s care avenues

KP’s care avenues, which is a key motivation for a member to open the app, is the first thing they will see to help decide which care they need.

KP’s care avenues, which is a key motivation for a member to open the app, is the first thing they will see to help decide which care they need.

KP’s care avenues, which is a key motivation for a member to open the app, is the first thing they will see to help decide which care they need.

Elevate personalized care

Elevate personalized care

Elevate personalized care

Streamlined ongoing member care needs (appointments, prescriptions, & bills) below the care avenues.

Streamlined ongoing member care needs (appointments, prescriptions, & bills) below the care avenues.

Streamlined ongoing member care needs (appointments, prescriptions, & bills) below the care avenues.

Streamline KP reactions

The remaining tabs include messages and medical record which are the primary tools KP uses to communicate with their members.

Messaging

Messaging

Messaging

A chat service for easy back and forth communication with a member’s doctor to get results faster.

A chat service for easy back and forth communication with a member’s doctor to get results faster.

A chat service for easy back and forth communication with a member’s doctor to get results faster.

Medical records

A center of information for members to review lab results, questionnaires and other important health details.

Medical records

A center of information for members to review lab results, questionnaires and other important health details.

Next steps roadmap

3/4

Push the experience forward with credibility

Engagement is a driving force for the KP business and early signs indicate increase home tab activity. This cushion of credibility has helped shape the future of KP’s care experience.

In 6-9 months

In 6-9 months

In 6-9 months

Deliver an in-app video visit experience for easier access to care and pandemic related precautions.

Deliver an in-app video visit experience for easier access to care and pandemic related precautions.

Deliver an in-app video visit experience for easier access to care and pandemic related precautions.

In 12 months

Deliver a self assessment symptom tool to make smarter, more personalized care decisions.

In 12 months

Deliver a self assessment symptom tool to make smarter, more personalized care decisions.

Results

4/4

13%

overall increased app usage

92%

member satisfaction in app experience

80%

increase in appointments booked

Webby

winner for best health app

Webby

winner for best health app

Fast Company

winner for design company of 2022 & honor for most important healthcare design

Webby

winner for best health app

Webby

winner for best health app

80%

increase in appointments booked

Next: YML - dosist

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