EDEN
EDEN
Smart and efficient healthcare bookings—
Because scheduling appointments and referrals should be effortless, all while ensuring HIPAA compliance!
Smart and efficient healthcare bookings—
Because scheduling appointments and referrals should be effortless, all while ensuring HIPAA compliance!
Smart and efficient healthcare bookings—
Because scheduling appointments and referrals should be effortless, all while ensuring HIPAA compliance!
Role
Role
Product Designer
Product Designer
Timeline
Timeline
Oct 24 - Present
Oct 24 - Present
Skills
Skills
UX Strategy
UX Strategy
Research
Research
Wireframing
Wireframing
Prototyping
Prototyping
Interaction Design
Interaction Design
Team
Team
Niki
Niki
Naomi
Naomi
Meghana
Meghana
Sinchana
Sinchana
What is a “referral”?
What is a “referral”?
What is a “referral”?
A referral is when your doctor recommends a specialist or service for extra care, like treatment, tests, or a second opinion, ensuring you get the right care based on your needs and insurance.
A referral is when your doctor recommends a specialist or service for extra care, like treatment, tests, or a second opinion, ensuring you get the right care based on your needs and insurance.
A referral is when your doctor recommends a specialist or service for extra care, like treatment, tests, or a second opinion, ensuring you get the right care based on your needs and insurance.
Patients who want to use Eden would want to quickly find the right specialist, book appointments easily, get second opinions, and ensure their insurance is covered—all without delays.
Patients who want to use Eden would want to quickly find the right specialist, book appointments easily, get second opinions, and ensure their insurance is covered—all without delays.
Patients who want to use Eden would want to quickly find the right specialist, book appointments easily, get second opinions, and ensure their insurance is covered—all without delays.
⚠️ THE PROBLEM
⚠️ THE PROBLEM
The waiting time for referral approval is too long, making the process inefficient and cumbersome
The waiting time for referral approval is too long, making the process inefficient and cumbersome
The waiting time for referral approval is too long, making the process inefficient and cumbersome
According to the National Institute of Health, the average referral waiting time to see a medical specialist ranges from 39 to 76 days. This long wait leads to frustration and impatience, as patients worry about their untreated health concerns. The delay creates anxiety and a strong need for faster access to care, yet they often feel stuck in a slow and inefficient process.
According to the National Institute of Health, the average referral waiting time to see a medical specialist ranges from 39 to 76 days. This long wait leads to frustration and impatience, as patients worry about their untreated health concerns. The delay creates anxiety and a strong need for faster access to care, yet they often feel stuck in a slow and inefficient process.
According to the National Institute of Health, the average referral waiting time to see a medical specialist ranges from 39 to 76 days. This long wait leads to frustration and impatience, as patients worry about their untreated health concerns. The delay creates anxiety and a strong need for faster access to care, yet they often feel stuck in a slow and inefficient process.
🔑 THE SOLUTION
Effortless appointments and referrals, all in one place. Healthcare, made easy.
Effortless appointments and referrals, all in one place. Healthcare, made easy.
Effortless appointments and referrals, all in one place. Healthcare, made easy.
Eden is an app that simplifies booking doctor appointments and referrals while ensuring HIPAA compliance. With intuitive chatbot interactions and insurance-tailored referrals, users can confidently find the right doctors and get the care they need, stress-free.
Eden is an app that simplifies booking doctor appointments and referrals while ensuring HIPAA compliance. With intuitive chatbot interactions and insurance-tailored referrals, users can confidently find the right doctors and get the care they need, stress-free.
Eden is an app that simplifies booking doctor appointments and referrals while ensuring HIPAA compliance. With intuitive chatbot interactions and insurance-tailored referrals, users can confidently find the right doctors and get the care they need, stress-free.
AI Assistant
AI Assistant
AI Assistant
Eden Assistant provides tailored support to help users efficiently manage healthcare tasks like booking appointments, viewing referral details, and accessing health records, cutting down time spent on administrative tasks and improving their overall healthcare experience.
Eden Assistant provides tailored support to help users efficiently manage healthcare tasks like booking appointments, viewing referral details, and accessing health records, cutting down time spent on administrative tasks and improving their overall healthcare experience.
Eden Assistant provides tailored support to help users efficiently manage healthcare tasks like booking appointments, viewing referral details, and accessing health records, cutting down time spent on administrative tasks and improving their overall healthcare experience.
Personalized Referral Suggestions Based on Insurance
Personalized Referral Suggestions Based on Insurance
Personalized Referral Suggestions Based on Insurance
By providing patients with personalized referrals based on their insurance and symptoms, they can easily choose the right specialist without needing approval from their primary care provider, saving time and simplifying the process.
By providing patients with personalized referrals based on their insurance and symptoms, they can easily choose the right specialist without needing approval from their primary care provider, saving time and simplifying the process.
By providing patients with personalized referrals based on their insurance and symptoms, they can easily choose the right specialist without needing approval from their primary care provider, saving time and simplifying the process.
Closing the gap between patients and hassle-free scheduling
Closing the gap between patients and hassle-free scheduling
Closing the gap between patients and hassle-free scheduling
The lack of direct access to appointment details forces unnecessary delays, making it harder for patients to book timely care without administrative hurdles.
The lack of direct access to appointment details forces unnecessary delays, making it harder for patients to book timely care without administrative hurdles.
The lack of direct access to appointment details forces unnecessary delays, making it harder for patients to book timely care without administrative hurdles.
By providing referral tracking details at every step, which keep the patient informed and ensure transparency throughout the approval process…
By providing referral tracking details at every step, which keep the patient informed and ensure transparency throughout the approval process…
By providing referral tracking details at every step, which keep the patient informed and ensure transparency throughout the approval process…
..to offering patients all the necessary information upfront, which helps them take the first step in booking their appointment without delays.
..to offering patients all the necessary information upfront, which helps them take the first step in booking their appointment without delays.
..to offering patients all the necessary information upfront, which helps them take the first step in booking their appointment without delays.
Eden guides you to book appointments and get referrals effortlessly, without delays or administrative hassles.
Eden guides you to book appointments and get referrals effortlessly, without delays or administrative hassles.
Eden guides you to book appointments and get referrals effortlessly, without delays or administrative hassles.
📈 IMPACT
📈 IMPACT
How AI and Automation Transformed the Healthcare Experience
How AI and Automation Transformed the Healthcare Experience
How AI and Automation Transformed the Healthcare Experience
The enhancements made to the patient experience and operational workflows led to measurable improvements in efficiency and accessibility. Using automation and AI, the process became easier for both patients and healthcare providers. These improvements reduced friction and eased administrative work, creating a smoother healthcare experience.
The enhancements made to the patient experience and operational workflows led to measurable improvements in efficiency and accessibility. Using automation and AI, the process became easier for both patients and healthcare providers. These improvements reduced friction and eased administrative work, creating a smoother healthcare experience.
The enhancements made to the patient experience and operational workflows led to measurable improvements in efficiency and accessibility. Using automation and AI, the process became easier for both patients and healthcare providers. These improvements reduced friction and eased administrative work, creating a smoother healthcare experience.
12%
reduction in referral submission time by minimizing manual input for patients.
12%
reduction in referral submission time by minimizing manual input for patients.
12%
reduction in referral submission time by minimizing manual input for patients.
<5
mins for patients to book specialist appointments using Gen AI, reducing booking time.
<5
mins for patients to book specialist appointments using Gen AI, reducing booking time.
<5
mins for patients to book specialist appointments using Gen AI, reducing booking time.
18%
reduction in customer calls and administrative burnout by enabling users to self-schedule appointments.
18%
reduction in customer calls and administrative burnout by enabling users to self-schedule appointments.
18%
reduction in customer calls and administrative burnout by enabling users to self-schedule appointments.
🔍 THE RESEARCH
🔍 THE RESEARCH
Understanding the users and the problem!
Understanding the users and the problem!
Understanding the users and the problem!
Methods: User interviews, Secondary research and Competitive research
Methods: User interviews, Secondary research and Competitive research
Methods: User interviews, Secondary research and Competitive research
1. User interviews 👥
1. User interviews 👥
1. User interviews 👥
After having multiple calls with stakeholders, we as a team decided to begin with user research and app analysis to identify user frustrations and needs. I framed key research questions to guide our understanding of user pain points and expectations.
After having multiple calls with stakeholders, we as a team decided to begin with user research and app analysis to identify user frustrations and needs. I framed key research questions to guide our understanding of user pain points and expectations.
After having multiple calls with stakeholders, we as a team decided to begin with user research and app analysis to identify user frustrations and needs. I framed key research questions to guide our understanding of user pain points and expectations.
How do you usually find and choose a doctor or specialist for your healthcare needs?
How do you usually communicate with your healthcare provider’s office (e.g., phone, email, app)?
How often do you need to call the office for updates or clarifications regarding your appointments or treatments?
How do you feel about the waiting time when trying to schedule an appointment or get a response from the office?
When you are referred to a specialist, how clear is the information about the next steps (e.g., scheduling the appointment, insurance coverage)?
How do you usually find and choose a doctor or specialist for your healthcare needs?
How do you usually communicate with your healthcare provider’s office (e.g., phone, email, app)?
How often do you need to call the office for updates or clarifications regarding your appointments or treatments?
How do you feel about the waiting time when trying to schedule an appointment or get a response from the office?
When you are referred to a specialist, how clear is the information about the next steps (e.g., scheduling the appointment, insurance coverage)?
How do you usually find and choose a doctor or specialist for your healthcare needs?
How do you usually communicate with your healthcare provider’s office (e.g., phone, email, app)?
How often do you need to call the office for updates or clarifications regarding your appointments or treatments?
How do you feel about the waiting time when trying to schedule an appointment or get a response from the office?
When you are referred to a specialist, how clear is the information about the next steps (e.g., scheduling the appointment, insurance coverage)?
Findings from user interviews
Findings from user interviews
Findings from user interviews
Patients prioritize convenience and efficiency when managing their healthcare needs, especially for booking appointments and referrals.
All interviewees emphasized that long wait times and administrative delays were their biggest pain points.
Patients prioritize convenience and efficiency when managing their healthcare needs, especially for booking appointments and referrals.
All interviewees emphasized that long wait times and administrative delays were their biggest pain points.
Patients prioritize convenience and efficiency when managing their healthcare needs, especially for booking appointments and referrals.
All interviewees emphasized that long wait times and administrative delays were their biggest pain points.
Secondary Research 📖
Secondary Research 📖
Secondary Research 📖
There were two key areas I explored during my research:
Key factors patients consider in their referral journey and
How having the right information and knowing what to expect can reduce stress and make healthcare decisions easier.
There were two key areas I explored during my research:
Key factors patients consider in their referral journey and
How having the right information and knowing what to expect can reduce stress and make healthcare decisions easier.
There were two key areas I explored during my research:
Key factors patients consider in their referral journey and
How having the right information and knowing what to expect can reduce stress and make healthcare decisions easier.
Takeaway from my secondary research
Takeaway from my secondary research
Clear information - such as provider availability, and medical history reduces stress and improves appointment booking efficiency for the patients.
Clear information - such as provider availability, and medical history reduces stress and improves appointment booking efficiency for the patients.
Clear information - such as provider availability, and medical history reduces stress and improves appointment booking efficiency for the patients.
Patients prefer providers who prioritize urgency and streamline referrals.
Patients prefer providers who prioritize urgency and streamline referrals.
Patients prefer providers who prioritize urgency and streamline referrals.
Competitive analysis 📊
Competitive analysis 📊
Competitive analysis 📊
I looked into three top healthcare apps that focus on appointment booking. I was especially interested in the common features they offer, as they gave me a solid starting point for what Eden should include.
I looked into three top healthcare apps that focus on appointment booking. I was especially interested in the common features they offer, as they gave me a solid starting point for what Eden should include.
I looked into three top healthcare apps that focus on appointment booking. I was especially interested in the common features they offer, as they gave me a solid starting point for what Eden should include.
After analyzing top healthcare apps, I found they all focus on things like shorter wait times, virtual and in-person visits, easy provider searches, self-scheduling, and access to test results. These features give me a solid starting point for Eden.
And to make Eden stand out, we need to enhance the patient experience by simplifying appointment booking and provider interactions while also introducing a seamless referral system, which is missing in competitor apps.
After analyzing top healthcare apps, I found they all focus on things like shorter wait times, virtual and in-person visits, easy provider searches, self-scheduling, and access to test results. These features give me a solid starting point for Eden.
And to make Eden stand out, we need to enhance the patient experience by simplifying appointment booking and provider interactions while also introducing a seamless referral system, which is missing in competitor apps.
After analyzing top healthcare apps, I found they all focus on things like shorter wait times, virtual and in-person visits, easy provider searches, self-scheduling, and access to test results. These features give me a solid starting point for Eden.
And to make Eden stand out, we need to enhance the patient experience by simplifying appointment booking and provider interactions while also introducing a seamless referral system, which is missing in competitor apps.
Key Insights
Key Insights
Key Insights
Here are four key insights from my research for Eden:
Here are four key insights from my research for Eden:
Here are four key insights from my research for Eden:
Patients struggle with long wait times and administrative delays, making appointment scheduling and referrals frustrating.
Patients struggle with long wait times and administrative delays, making appointment scheduling and referrals frustrating.
Patients struggle with long wait times and administrative delays, making appointment scheduling and referrals frustrating.
Lack of clear referral information creates confusion about next steps, provider availability, and insurance coverage.
Lack of clear referral information creates confusion about next steps, provider availability, and insurance coverage.
Lack of clear referral information creates confusion about next steps, provider availability, and insurance coverage.
Patients prefer streamlined processes that prioritize urgency and reduce unnecessary back-and-forth with healthcare offices.
Patients prefer streamlined processes that prioritize urgency and reduce unnecessary back-and-forth with healthcare offices.
Patients prefer streamlined processes that prioritize urgency and reduce unnecessary back-and-forth with healthcare offices.
Competitor apps focus on basic booking features, but none offer a seamless referral system—giving Eden a unique opportunity to stand out.
Competitor apps focus on basic booking features, but none offer a seamless referral system—giving Eden a unique opportunity to stand out.
Competitor apps focus on basic booking features, but none offer a seamless referral system—giving Eden a unique opportunity to stand out.
🧠 IDEATION
🧠 IDEATION
Designing the Blueprint for a Frictionless Patient Experience
Designing the Blueprint for a Frictionless Patient Experience
Designing the Blueprint for a Frictionless Patient Experience
After multiple brainstorming and critiquing sessions, I decided to build a Smart Healthcare Coordination Platform for patients, ensuring HIPAA compliance.
After multiple brainstorming and critiquing sessions, I decided to build a Smart Healthcare Coordination Platform for patients, ensuring HIPAA compliance.
After multiple brainstorming and critiquing sessions, I decided to build a Smart Healthcare Coordination Platform for patients, ensuring HIPAA compliance.
📌
📌
📌
Requirments
Digitized appointment and referral system to reduce manual coordination.
Reliable matching with specialists based on patient needs and insurance.
Notification system that keeps patients updated in real-time.
Easy and intuitive interaction for stress-free healthcare access.
Requirments
Digitized appointment and referral system to reduce manual coordination.
Reliable matching with specialists based on patient needs and insurance.
Notification system that keeps patients updated in real-time.
Easy and intuitive interaction for stress-free healthcare access.
Requirments
Digitized appointment and referral system to reduce manual coordination.
Reliable matching with specialists based on patient needs and insurance.
Notification system that keeps patients updated in real-time.
Easy and intuitive interaction for stress-free healthcare access.
📌
📌
📌
Constraints
Eden should integrate smoothly with existing healthcare systems for seamless data exchange.
It must prioritize patient data privacy and comply with HIPAA regulations.
Constraints
Eden should integrate smoothly with existing healthcare systems for seamless data exchange.
It must prioritize patient data privacy and comply with HIPAA regulations.
Constraints
Eden should integrate smoothly with existing healthcare systems for seamless data exchange.
It must prioritize patient data privacy and comply with HIPAA regulations.
📌
📌
📌
Features
Real-time health/referral status updates.
Alerts and notifications for critical health events/check-ins.
Suggested actions for managing health conditions.
Access to medical records and health data.
Simultaneous tracking of multiple health metrics.
24/7 help and support.
Features
Real-time health/referral status updates.
Alerts and notifications for critical health events/check-ins.
Suggested actions for managing health conditions.
Access to medical records and health data.
Simultaneous tracking of multiple health metrics.
24/7 help and support.
Features
Real-time health/referral status updates.
Alerts and notifications for critical health events/check-ins.
Suggested actions for managing health conditions.
Access to medical records and health data.
Simultaneous tracking of multiple health metrics.
24/7 help and support.
Information Architecture
Information Architecture
Information Architecture
With the requirements, constraints, and features in hand, I designed a detailed user flow for a patient already using Eden.
With the requirements, constraints, and features in hand, I designed a detailed user flow for a patient already using Eden.
With the requirements, constraints, and features in hand, I designed a detailed user flow for a patient already using Eden.
The information architecture/ user journey flow for users who are already a part of Eden
The information architecture/ user journey flow for users who are already a part of Eden
🎨 DESIGN
🎨 DESIGN
Creating a smooth and hassle-free healthcare journey
Creating a smooth and hassle-free healthcare journey
Creating a smooth and hassle-free healthcare journey
I designed Eden’s main flow with clear product requirements in mind, ensuring key features are easy to use and accessible. Sticking to specific constraints and features helped me take a focused approach.
After multiple brainstorming and critiquing sessions, I decided to build a Smart Healthcare Coordination Platform for patients, ensuring HIPAA compliance.
After multiple brainstorming and critiquing sessions, I decided to build a Smart Healthcare Coordination Platform for patients, ensuring HIPAA compliance.
Laying the Foundation for User Flow
Laying the Foundation for User Flow
Laying the Foundation for User Flow
I sketched out the initial structure to map out key interactions and refine the user flow before diving into detailed designs.
I sketched out the initial structure to map out key interactions and refine the user flow before diving into detailed designs.
I sketched out the initial structure to map out key interactions and refine the user flow before diving into detailed designs.
Design Highlights and Iterative Refinements
Design Highlights and Iterative Refinements
Design Highlights and Iterative Refinements
After multiple iterations and user testing, I refined the design, making key improvements. Below are three key design explorations that influenced the final outcome.
After multiple iterations and user testing, I refined the design, making key improvements. Below are three key design explorations that influenced the final outcome.
After multiple iterations and user testing, I refined the design, making key improvements. Below are three key design explorations that influenced the final outcome.
How can I make the imformation more noticeable and improve readability for the patient?
How can I make the imformation more noticeable and improve readability for the patient?
The document played a crucial role in conveying essential information to the patient. I worked on making it more noticeable while maintaining readability and clarity. At the same time, I identified additional details the patient might need to enhance their understanding.
The document played a crucial role in conveying essential information to the patient. I worked on making it more noticeable while maintaining readability and clarity. At the same time, I identified additional details the patient might need to enhance their understanding.
The document played a crucial role in conveying essential information to the patient. I worked on making it more noticeable while maintaining readability and clarity. At the same time, I identified additional details the patient might need to enhance their understanding.
How can I make the navigation bar more intuitive and improve clarity for better understanding?
How can I make the navigation bar more intuitive and improve clarity for better understanding?
I initially assumed users would learn flow over time, which wasn't the case. To improve navigation and clarity, I refined the design through iterative testing, incorporating user feedback for a seamless experience.
I initially assumed users would learn flow over time, which wasn't the case. To improve navigation and clarity, I refined the design through iterative testing, incorporating user feedback for a seamless experience.
I initially assumed users would learn flow over time, which wasn't the case. To improve navigation and clarity, I refined the design through iterative testing, incorporating user feedback for a seamless experience.
How can I determine the right amount of information to display on a card without overwhelming the user?
How can I determine the right amount of information to display on a card without overwhelming the user?
To refine the card's design and functionality, I explored different design variations, making adjustments to enhance its intuitiveness and visual appeal.
To refine the card's design and functionality, I explored different design variations, making adjustments to enhance its intuitiveness and visual appeal.
To refine the card's design and functionality, I explored different design variations, making adjustments to enhance its intuitiveness and visual appeal.
Final Prototype
Final Prototype
Final Prototype
📚 LEARNINGS
📚 LEARNINGS
Reflections and Takeaways
Reflections and Takeaways
Reflections and Takeaways
What I learned?
What I learned?
What I learned?
Importance of all the Resources: I've learned how crucial it is to have all the resources and make the most use of them as I've worked on this project.
Communication is the key: Speaking with users showed me what to prioritise while designing and that I should never assume that something would work for everyone.
Importance of all the Resources: I've learned how crucial it is to have all the resources and make the most use of them as I've worked on this project.
Communication is the key: Speaking with users showed me what to prioritise while designing and that I should never assume that something would work for everyone.
Importance of all the Resources: I've learned how crucial it is to have all the resources and make the most use of them as I've worked on this project.
Communication is the key: Speaking with users showed me what to prioritise while designing and that I should never assume that something would work for everyone.
Future Work?
Future Work?
Future Work?
Moving forward, I’d love to explore:
Enhancing AI-driven personalization to create a more intuitive patient experience.
Strengthening user engagement and retention by refining the app’s core interactions.
Testing with more users to analyze engagement patterns and building a framework to measure Eden’s effectiveness.
As healthcare continues to evolve, I’m eager to refine Eden further, ensuring it remains a seamless and impactful tool for patients.
Moving forward, I’d love to explore:
Enhancing AI-driven personalization to create a more intuitive patient experience.
Strengthening user engagement and retention by refining the app’s core interactions.
Testing with more users to analyze engagement patterns and building a framework to measure Eden’s effectiveness.
As healthcare continues to evolve, I’m eager to refine Eden further, ensuring it remains a seamless and impactful tool for patients.
Moving forward, I’d love to explore:
Enhancing AI-driven personalization to create a more intuitive patient experience.
Strengthening user engagement and retention by refining the app’s core interactions.
Testing with more users to analyze engagement patterns and building a framework to measure Eden’s effectiveness.
As healthcare continues to evolve, I’m eager to refine Eden further, ensuring it remains a seamless and impactful tool for patients.
Phew, that was quite a bit to delve into! 😮💨
Phew, that was quite a bit to delve into! 😮💨
Thank you for taking the time to read through it all. Feel free to get in touch with me at kumara.s@northeastern.edu to discuss your thoughts, explore potential collaborations, or simply drop a friendly "hello!"
Thank you for taking the time to read through it all. Feel free to get in touch with me at kumara.s@northeastern.edu to discuss your thoughts, explore potential collaborations, or simply drop a friendly "hello!"
Thank you for taking the time to read through it all. Feel free to get in touch with me at kumara.s@northeastern.edu to discuss your thoughts, explore potential collaborations, or simply drop a friendly "hello!"
