Express Arrival (eArrival)

Express Arrival (eArrival) is an enhancement to the Express Check-In (ECI) app that will allow members who use ECI in the future to save time by using their smartphone to let their doctor know when they arrive and are ready to be seen for their appointment—no need to wait in line for a kiosk or to see a receptionist. ECI allows a member to check-in online for an appointment at a time and place that is convenient for them.

Objective & Goals

The study was conducted to identify end-users’ preference on three design concepts for eArrival.

Uncover Usability/UX issues.
Can users navigate the three eArrival design options with ease, clarity, and fluidity?
Can users successfully complete the eArrival process without confusion?
How do users feel about the overall designs concepts of eArrival?
What are common overall reactions to the three design options?
Which of the three design options do users prefer and why?
Gauge users overall experience with eArrival.

Three Designs Options

SMS 2-way texting

Prompt member to complete the “I’m here” step by responding to an SMS text.

First text prompt

First SMS text prompt for KP check in.

KP will send a text message approximately 20 minutes before the scheduled appointment prompting the member to respond 1 once they have arrived at the facility.

Complete text sequence

Complete SMS text sequence for KP check in to confirm appointment.

After the member responds 1, KP sends a text message prompting the member to respond Y once they have arrived at the waiting room. After the member responds Y, KP changes the member’s appointment status to “arrived” and the member receives a final text message to indicate that someone will be with them shortly.

eArrival in the ECI App

Prompt members to sign on to ECI to complete the “I’m here” step in the app.

First text prompt

First SMS text prompt for launching Express Check In app.

KP will send a text message to the member approximately 20 minutes before the scheduled appointment. The text message prompts the member to tap on the hyperlink that will direct the member to sign on to the ECI app.

ECI arrival confirmation

Express Check In check-in confirmation screen.

Member signs on and indicates when they have arrived at their appointment.

Calendaring eArrival

Prompt member to add an eArrival reminder to their personal calendar.

Add to calendar prompt

Express check in add calendar to prompt.

When the member checks in with the ECI app, they are asked to save an eArrival entry to their phone calendar.

Appointment on calendar

Appointment added to calendar.

If the member selects Yes, the member is prompted by the calendar on their phone approximately 20 minutes before their appointment to sign on to the ECI app. Member signs on and indicates when they have arrived at their appointment.

Methodology

Remote Moderated Usability Study

Participants (13) were asked to speak their thought processes “aloud” as they were navigating through the three eArrival design options.
Participants were asked to evaluate their experiences with each design option – what they liked, what they didn’t like, if anything was confusing throughout the process, and what recommendations they may have etc.
Participants were asked to rate the speed and the level of ease for each design option.
Participants were asked to imagine that they were navigating the eArrival design options on their personal smartphone.

Findings

All participants want an eArrival option that is intuitive and quick to complete. Participants want to “save time.”
Most participants (9) prefer the eArrival via SMS 2-way texting design option, followed by eArrival in the ECI App (3) and Calendaring (1).
All participants would recommend eArrival to other KP members – fast, easy, and the ability to skip long lines at the reception desk.
All participants envision themselves using eArrival in real-life. Reasons include: saves time, quick and easy process, ability to avoid long lines at the reception desk, not having to speak with the receptionist and/or automation preferences.

Recommendation

SMS 2-way texting design option for eArrival based on participants’ overall experience and feedback of the design. The SMS 2-way texting design offers members a quick, intuitive, and user-friendly flow to conclude the ECI process.

First text prompt

KP will send a text message approximately 20 minutes before the scheduled appointment prompting the member to respond 1 once they have arrived at the facility.

Complete text sequence

Testimonials

“That was the easiest check in that I’ve ever done in my life.” Lorene

“I don’t know why everything can’t be that easy.” Peju

“Feels like the reminders are coming to me. It’s coming directly to me… Feels like the least amount of work I need to do to check-in.” Christine