Connecting Providers and Behavioral Health Experts
Project Description
Providers need help from Mental Health Professionals
Deliverables
Design thinking exploration
Research report
Interactive prototypes
Prompt Coded Proof of Concept
Developer-ready components and annotated screens
Key challenge
This new user base had want to use it
Our timeline was tight and The quickest path seemed to be reusing the legacy UI. But the product was nearly a decade old, designed for data-heavy workflows and power users who lived in the system all day.
I knew that wouldn’t translate for PCPs, who would only log in occasionally. For this new audience, adoption would depend on ease of use and clarity.
Process Step 1
User testing of legacy interface with PCPs
To validate our assumptions and explore better approaches, we first user-tested a prototype built on the existing UI with PCPs and their assistants. This was done in 1 on 1 sessions with the participants.
Weak Hierarchy
Narrow visual hierarchy made it hard to distinguish priorities.
generative research
Balancing data, narrative and simplicity
Once we had established with leadership that our current UI wouldn't get us there we used that research to develop a frameworks to better understand our users and a series of approaches that we could test.
We need to design for the Holistic Ecosystem
We knew Access Program users well but had to balance their needs with those of PCPs. Simplifying for PCPs risked adding friction for staff. To guide design, we mapped a diagram of what each group provides the other, helping us find a balanced approach.
Structure and Narrative
Through feedback on early conceptual prototypes, users emphasized two needs:
Structured guidance: Enough prompts and guardrails to ensure they provided the right information and avoided follow-up calls.
Flexibility: Space to capture the patient’s story in their own words rather than only through rigid fields.
Many times consults aren't about a patient.
Interviews revealed that in many cases—often the majority—PCPs weren’t seeking advice about a specific patient. Instead, they needed:
Resource documents
Lists of community-based care options
Updates on new medications (e.g., ADHD treatments)
For these needs, asynchronous chat emerged as the best solution.
Two key missing features
Again and again we hear the need for a seamless way to share:
Documents (2-way sharing)
Psychiatric Screeners (Shared by PCP to their Patients)
Process Step 2
User Testing Research
With our approach defined, engineering quickly built a prototype for testing. The Access program provided 80 participants for a 6-week beta. Given the project’s strategic importance, the beta aimed not only to validate user adoption but also to gather insights through database queries, surveys, and focus groups.
Dynamic Timing of Surveys
Given the variability of when a consult is needed the testing period be long enough to allow the majority of testers to have the opportunity to submit a request via the PCP Portal.
When we capture feedback via surveys, we want to ensure it is still fresh in the tester’s mind.
To achieve this, we will send a short survey to capture the tester’s feedback after we detect certain signals.
Findings
Doctors found the portal easy to use and faster than phone-based requests
The mix of Narrative / Structured data was correct for most users and consult types
The addition of Mental Health Screeners was a game changer.
Fit well into existing workflows, especially for asynchronous/after-hours requests
Responsive design allowed requests to be made while commuting.
Structured form improved clarity, completeness, and documentation of consults
Faster turnaround and higher satisfaction reported overall
Strong intent to adopt if integrated with EHR and supported by notifications
NPS score of 84%
Solution
The resulting platform allowed PCPs to easily and efficiently connect with Psychiatrist to get their patients the evidence based care they deserve.
Friendly Card Based Home Screen
AI algorithms analyze user preferences, availability, and priorities to generate optimized schedules.
Breaking things down into easily completed tasks
Seamless integration with popular calendar platforms such as Google Calendar and Outlook, ensuring synchronized scheduling across devices.
Inline Editing
Customizable settings allow users to tailor scheduling preferences and priorities to their unique needs.
Results
Increased Engagement
Users in our beta group utilization of the Access Program increased by 19% and was overall 50% higher then PCPs who did not have access to the Portal.