Streamlining vaccine scheduling
Overview
I worked on vaccine scheduling for the State of Utah during the COVID-19 response. The experience connected appointment booking and updates for residents with an administrative portal for public-health teams.
During the COVID-19 pandemic, public health departments needed to prioritize vulnerable residents while giving everyone a way to schedule appointments and receive timely updates.
Client
Healthy Together is a health technology company launched in March 2020. Healthy Together is a proprietary health platform that builds SaaS technology for government, education, and enterprise. Healthy Together's mission is to improve collective health and make government and enterprises more efficient.
Initial product pattern explorations
Problem
With vaccine supply limited, public-health teams needed to prioritize vulnerable residents and coordinate appointments across providers. Residents needed clear availability and timely updates; administrators needed a secure way to manage registrations and communication.
Initial product flow chart diagram
User problem
Due to the low vaccine supply, general appointments weren’t available for everyone.
Help residents with streamlined experience to schedule a date, location, and appointment time in-app and provide communication and alerts regarding local health updates and immunization requirements.
Business problem
Appointment scheduling involved a manual process, and it was time-consuming and expensive. The state of Utah was looking for a solution to help them manage/run government-operated vaccine sites or integrate with private providers.
Deploy an optimized scheduling experience to urge residents to get tested and vaccinate through our mobile, map-based site finder.
High-level user experience screens
Solution
We designed a connected journey from waitlist to appointment booking and follow-up. Residents could find a location, schedule or reschedule, receive reminders, and access their records. Administrators could monitor registrations and appointments through a dashboard. The design connected communication with the scheduling flow so neither side had to rely on a fragmented process.
Silent phone prototype showing a health screening question within the Healthy Together experience.
User experience prototype
User experience overview
Result
The scheduling feature launched for the State of Utah and consolidated workflows that had been spread across separate tools. It became a configurable module within the broader Healthy Together platform.
The customers feedback
"Healthy Together has been a strong and reliable partner in our efforts to harness technology in an unprecedented public health effort. They have delivered what has been asked and more. They have been willing to adapt and evolve as we learn together." Utah Department of Health