Who is One Medical?

One Medical is an innovative top nationwide membership-based primary care practice. Their focus is to transform traditional healthcare experiences for patients through human-centered design, technology, and an exceptional team. Services included are:

• 24/7 on-demand care over Video Chat

• Remote Visits with primary care providers over video

• Reminders about lab work, screenings, and vaccines

• An easy way to book appointments and renew prescriptions

What is 1Life?

1Life is a proprietary network that includes an electronic health record and scheduling system of One Medical. A competitive advantage to having an in-house system is the ability to get immediate feedback from internal users and make quick improvements.

The Team

The problem

Users

Currently, Office Managers use an inflexible and highly restrictive scheduling system to create schedule templates for providers. For example:

• Members don’t have enough access to appointments when they need them. In constrained markets, same day/next day care is highly limited 

• New members have a hard time finding appointments because they are not on a provider’s panel 

• Office Managers spend lots of time building and maintaining schedule templates 

• We are using provider resources inefficiently

• Some providers have been booked for services they don’t provide 

• Some providers aren’t getting booked by new patients who aren’t on their panel

How might we make patient and provider schedule creation simple and flexible for office managers?

What metrics are being affected?

• Amount of time OMs spend managing schedules

  • Reduce the number of scheduling terminology or concepts in 1Life (ex: reservation tags, restriction tags, blocks, gaps, templates, variants, appointment types, and etc.)

  • Reduce the number of items within each concept (ex: 70 reservation tags, 190 restriction tags, 537 templates, 5,540 variants, and 266 appointment types)

• Member churn due to access

  • More appointments available on a custom schedule

  • Availability of live well visits for members in SF and New York

• Provider retention

• Visit rate

Our Approach

As a team we decided to break the work up into 3 different phases. This approach will enable us to tackle low hanging fruit, balance planning and discovery with cost of execution, and begin addressing a rapidly growing problem. The three phases and impacts are:

Phase 1 (Quick wins and discovery): Address high impact improvements while formulating thoughtful strategy for system replacement

Impact:

Phase 2 (Pilot and Foundation): Develop proof of concept and pressure test new scheduling solution

Impact:

Phase 3 (Scale): Fully implement new scheduling solution to all offices

Key Research Insight:

My goal was to interview ten office managers to understand the pain points associated with their current workflows and how they use schedule templates.

Insights Synthesized

• Many office managers spend a lot of time scrolling within the dropdown menu to find a specific template they’re looking for if it’s not at the top of the list

• There is no way to change the duration of a time slot. An office manager will have to delete the time slot and create a new one 

• Once a restriction (green) and/or reservation (red) tag has been applied to a time slot, the color will show. However, there is no further info into the type of restriction or reservation tag

Backlog

Goals for Redesign

We decided to build our scheduling system from scratch instead of buying one

Goal 1: Ensure providers are getting booked based on the services they provide

Goal 2: Increase member access to same day/next day appointments in highly constrained markets

Goal 3: Create a way for office managers to easily find a template or variant

Goal 4: Reduce the amount of unused schedule templates

Goal 5: Allow office managers to adjust the duration of a time slot

Goal 6: Show tag info when applied to a slot

Goal 7: Update the old UI to the latest design system components