Veyo Facility Portal
Veyo provides an array of Non Emergency Medical Transportation services for hospitals, patients, insurance providers, vehicle providers, and drivers.
The design below are concepts for how a front desk attendant at a healthcare facility (hospital, healthcare center, and/or doctors office) would track patients' transportation timelines through the Veyo Facility Portal. The entire design process took approx 26 hours.
Design a facility portal experience that allows front desk attendants at healthcare facilities to track transportation timelines and request new rides for veyo member patients enroute to the facility.
I interviewed 2 friends with experience working as a front desk attendant at a dentist office and internal medicine hospital. Going forward, I would like to shadow a front desk attendant to observe the multiple tasks and tools he/she uses for their work.
Front desk attendants use a mix of digital tools and physical booklets to keep track of patient information
Front desk attendants juggle multiple tasks like scheduling appointments, picking up phone calls, looking up insurance info, and sometimes extending their roles to taking patient vitals, and assisting doctors scribe patient notes.
The doctor employees 3 drivers to go to silver towns. 4 or 5 patients at a time
Insights: "Users need ways to..."
Understand over all condition of the patients' transportation statuses
Distinguish different types of data from a quick overview
Dig deeper into the patient status information
Front desk attendant at a health care facility
Facilities often have one or more attendants checking members in and out from their appointments.
These individuals are responsible for coordinating the appointment times and filling gaps or making adjustments to schedules throughout each day.
The attendant uses multiple tools to schedule appointments, track patients insurance, and locate medical records.
Use map view to see statuses for vehicles arriving, departing, and any that are running late
Reschedule appointments ahead of time based on the ETA
Request new rides for patients
Receive alerts on patients that are ‘No Show’ or ‘Cancelled’
Set recurring pick up/drop off requests for patients
Since the front desk attendant will be juggling multiple tools in his/her monitor, the landing page for the facility portal should provide a clear view into the current vehicles enroute and their statuses. A map view will provide real-data visualization of vehicles in proximity to the healthcare center. A dashboard will provide more specific detail of the most important information- vehicles enroute, running late. I explored multiple layouts, to include a maximum view of a real time map and dashboard. Also, I explored multiple ways in which the users can have quick access to request a new trip.
For the content inside the dashboard, I had to re-adjust my lens to the front desk attendants asking myself "What patient transportation information would a front desk attendant be most interested in knowing?"
I had to decipher the data in the Veyo member transportation excel file and present them in a manner appropriate for the users' context. For instance, vehicles en route to arrive at the healthcare facility, are categorized into 4 different groups, "en route to drop off", "en route to drop off late", "en route to pick up", "en route to pick up late". However, from a high level, the attendant only needs to know whether the patient is on their way to arrive at the hospital and their ETA. If the attendant wanted to know in more detail whether the patient has been picked up or not, he/she could dive deeper into the individual patients' vehicle status.
The map view from a glance gives the users a visual cue to the vehicles arriving and departing the facility. The user can also look at individual vehicle's overview information by hovering over the vehicle on the map.
Some questions I pondered while designing the map view were, "How I can I differentiate vehicles arriving, departing, and vehicles that are running late?" and "Is it necessary to communicate members who have been assigned even though they are not en route?"