In a recent research session, a long-time UCSF patient summed up his access experience for us. “ UCSF is the DMV on steroids.” Timely access is a critical need for patients referred to UCSF for care. All too often, patients are frustrated by their initial interactions to get scheduled for their first appointment — a process that today is primarily conducted by phone, fax, and hindered by delays and missed communications.

The challenge to the Digital Patience Experience (DPE) team at cdhi was to transform this critical “moment of truth" into one that delights patients, inspires trust, and sets the tone for the unparalleled quality of care they will receive at UCSF.

In this session, we will share how a multi-disciplinary team of clinicians, designers, and technologists used a human-centered design driven product approach to create a modern, convenient, and efficient solution for both patients and UCSF clinic staff. We will cover how: storytelling through rapid, visual concept prototypes created internal alignment around a solution vision, co-creation with patients and scheduling staff grounded the product design in an understanding of end user needs and opportunities to evolve internal processes and workflows and agile product management and development methods informed decisions for a technical architecture, high impact MVP, and product roadmap.

Slides: https://ucsf.box.com/s/qspw8itgjreyb60lsfwl3j8ixjfasw2v (MyAccess login required)