My Doctor Online App
The Kaiser Permanente My Doctor Online App
For Northern California Patients
My Role
I have worked at the Northern California Kaiser Permanente facility since 2019 as the Technology and Wellness Center Specialist. My role was to support our Kaiser Permanente members in navigating the kp.org website and the My Doctor Online App.
In addition to that, I support and teach members how to register their kp.org account, reset their password, retrieve their user ID, as well as how to change their user profile personal information, select a primary care doctor, and select a caregiver.
The Experience
The Kaiser Permanente members who had the most challenges navigating the App were Seniors, non-English-speaking patients, and non-tech-savvy patients who had a tougher time with the platform. Even so, tech-savvy members also expressed frustration and pain points about the app and website.
The common problems the members experienced were, forgetting password and how to reset their password, getting locked out of their accounts, realizing they may or may not have a kp.org account, issues with bugginess with the website and app such as technical issues, error message displayed are not clear to Members what it means, etc.
The Objective
To create a user-friendly experience and satisfaction for users by displaying necessary and important information on the Home screen
Create more accessibility for patients who are disabled, elderly, non-tech-savvy patients, and non-English-speaking patients by displaying clearer information
The Challenge
Improving the Information Architecture will enhance the Kaiser Permanente Members'
User Experience by displaying clear and digestible information on the App screen
to reduce their pain and frustrations.
Create an easier way for members to find necessary information to complete tasks on the platform, such as ("Forgot my password or user ID?" or "Contact Tech Support Team for help"), and add the Registration button/text on the home screen.
Removing unclear information (Sign-in Help Button) or information that is not
necessary on the Home screen (Call/Location Button)
The Solution
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Restructure how the information architecture is displayed on the My Doctor Online Home Screen
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Compare and Contrast other Healthcare Apps by researching and seeing what they do differently
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Display important information necessary for Members to carry out their tasks on the App, such as adding "Kp.org Registration," "Forgot Your Password or User ID," "Contact Tech Support Team," etc.
The Research
In the early stages of the project, I needed to understand the problem Kaiser Permanente patients face when visiting and logging into the kp.org Account or the My Doctor Online App.
My research aims to better understand the member experience and acknowledge their pain points and frustrations, so they can have a seamless user experience on the KP platforms.
The Observations
As a Technology and Wellness Center Staff Member, I observed several issues the members were having:
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When members register for a kp.org account, the patients abandon or forget about completing their registration process
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Sometimes a Kaiser Permanente staff member, such as a Member Service Representative, Primary Care Doctor, or their Family or friends, helps the patients register for the kp.org account, but they haven't entirely completed the registration process
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When this happens, their Primary Care Doctor or Medical Assistant will request that members go to the Technology and Wellness Center to reset their kp.org account
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The Members experienced buggy and technical issues with the website and app, causing them frustration and anger
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The error message that's displayed is confusing and unclear what it means or asking the member to do.
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A majority of the Members get locked out of their kp.org account after 5 unsuccessful log-in attempts without informing the members before they proceed with the 5th attempt
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The error message that's displayed is unclear and confusing, as it doesn't explain to the members why their account got locked out
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The error message doesn't let the members know whom to contact to reset their account.
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Many members become frustrated and wonder why their platform is so
complicated and difficult to use
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Many members, especially (Seniors, non-English-speaking members, and non-tech-savvy members, are unsure how to navigate and utilize the kp.org website and the My Doctor Online App
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Kaiser Permanete doesn't have a seminar or class to teach their Seniors, non-English-speaking members, or Non-Tech Savvy Members
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These are the members who have the most difficulty, especially during
the pandemic, when everything was virtual
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The User Persona
The User Personas are a collective of members who have experienced issues with the Kaiser Permanente website and the My Doctor Online App. So I have categorized
3 User Personas that I will be focusing on:
1. Senior Members
2. Non-Tech Savvy Members
3. Non-English-speaking Members
The Competitor Analysis
I created a competitor analysis of the different healthcare apps. I compared and contrasted the healthcare apps.
As I was doing my research, I was able to develop my mockups/wireframes and prototype to come up with a better look and feel, a user-friendly application screen, and to display the information in a clearer way
The User Journey
I created a User Journey Map to show how a member will navigate the Registration and User ID
And Password Recovery Process. These are what members are experiencing when using the website and the app.
Wireframes/Mockups
I created a User Journey Map to show how a member will navigate the Registration, the User ID And Password Recovery Process. These are what members are experiencing using the website and the app.
Brand Identity
