ID Scanning to Reduce Telehealth Intake Time
Enabling Higi Health Station users to scan their ID to autofill profile info before telehealth visit.
Role: Lead designer | Responsibilities: UX, UI | Duration: Oct - Dec 2024
Challenge: Speed up the intake process and get patients connected to provider sooner
Due to the nature of the station, users have to utilize a touchscreen to enter intake information. This is a slower process than using a keyboard and can be error-prone.
Our research showed that the average time it took a user to complete the intake flow was 11 minutes and 21 seconds. That’s simply too long and tedious to expect from a user, especially when they’re not feeling well.
Opportunity: Utilize the Health Station’s ability to scan barcodes to fill in profile information
The station’s hardware allows barcode scanning so we could scan a user’s driver’s license to autofill multiple fields of demographic information, creating a faster and less error-prone experience.
The User Journey
Feel free to poke around the embedded Figma file below:
Solution:
The first action I took once the product brief and requirements were set was figure out how this optimization could seamlessly fit into the existing intake flow without disorienting the user.
My Design Approach:
Optional Feature Use: Recognized that driver’s license scanning wouldn’t appeal to all users due to privacy concerns or convenience factors, ensuring the feature remained completely optional within the user journey
Transparent Data Collection: Implemented clear disclosure before scanning begins, explicitly informing which information would be extracted from their license (name, date of birth, address, sex, and height) to build trust and set proper expectations
Intuitive Guidance and Real-Time Feedback: Designed concise instructions paired with contextual feedback (“Hold within yellow lines”, “Move ID closer/further”) to create a smooth scanning experience that minimizes user frustration and maintains flow continuity
Smart Error Recovery: Built in a thoughtful failure handling system that offers users a second attempt with helpful tips, then gracefully redirects to manual entry after two failed scans. This approach prevents user frustration while respecting their time investment
Streamlined Intake Experience: Successfully scanned IDs redirect users to a shortened intake form, reducing fields by approximately 50% and significantly improving the overall intake efficiency
Proposed Success Metrics
While this project didn’t reach public launch and was put on an indefinite pause, below demonstrates how I would have measured success:
Average intake completion time - The baseline was 11 min 21 sec, so I’d want to track the reduction. My target would be 40-50% reduction to ~4-7 minutes
Error rate reduction - Tracking the number of fields requiring correction, particularly users going back to correct autofilled demographic data
User retry attempts - Tracking how often users re-scanned their ID for a second attempt
User satisfaction scores - Add questions to the post-visit survey on how their experience using the scan feature was
Abandonment points - If there are users dropping during the scan experience, I want know exactly what part they are dropping off at