Health Experience Design 2021

In-context observation, shadowing, and interviews are essential tools for design and innovation. When our carefully laid out plans to do in person clinic visits ran into a still active public health crisis, we thought we would have to skip this step. We decided to attempt virtual site visits instead. It worked better than expected, and we gained some key insights for a new health coverage program and the application, eligibility, and enrollment system supporting it. Additionally, it allowed us to see how assisters themselves were coping with remotely assisting patients with applications for health coverage. This talk will explain how we conducted the research, what we learned, and how we might improve upon our methods in the future.