Project Overview
Given the medical climate of 2022, there was a push to constantly update the Kaiser Permanente website for the latest information of variants, outbreaks, medical advice, and travel guidelines. Along with these updates, we needed to unify the experience across the KP brand and digital platforms.
A mobile app experience varied from a desktop experience which disconnected our members from having a consistent brand and customer experience. Multiple products including the chat feature were redesigned and updated along with other enterprise products were explored including augmented and virtual reality, medical, video chats, and even in the metaverse.
Pain Points
Our customers were experiencing 3 primary issues within the KP brand experience.
1. Outdated UI - The messaging system needed to be upgraded so it felt updated and visually appealing.
2. Experience - Our customers felt frustrations with the experience such as coming across dead ends in the chat.
3. The Bot - The AI which drove the company bot needed to give our customers more options to self-serve their questions.
Design Direction
The design team wanted to make the improved redesign quick, simple, and intuitive. User research and data presented the team with solid design direction.
The team knew where the primary pain points were and areas to provide a more delightful experience from start to finish. The new platform provided more design flexibility as well as better micro interactions for KP touches throughout the experience.
Team Makeup
3 UX Designers
1 Content Designer
1 UX Researcher
2 Developers
Partners
Business
Strategy
Mobile
Ryan
Male | 26 years old
Hilda
Female | 67 years old
Platform
The team needed to take our chat bot experience from the Genesys platform to the Adobe Experience Manager platform.
This gave the design team as well as business strategy more flexibility to give our customers better experiences. This way the first phase of the project was executed before the design team was able to explore other improvements.
KP Touches
We were aware of the health spectrum our members experienced. These areas presented opportunity the design team took advantage of to give our customers the ability to accurately describe their state of health and emotions.
Improved A.I.
The bot and A.I. weren’t robust enough to answer some customers' questions under the L.U.I.S. A.I. platform.
The platform needed to be trained further to have the ability to answer more comprehensive queries from our customers. This led to new workflows the design team explored in order for the AI to handle properly.
Design Iterations
As with any good design, the team explored several designs and iterations before shipping the first phase of the product. With more features and enhanced experiences planned in our product roadmap, the initial launch would give KP data and information that will guide future releases.
Design Launch
The designs shown were launched to our customers and for the public. With this only being the initial launch, the design team was excited to explore more options and improve the experience even further with each version.
Metaverse
Extending the product roadmap even further down the road, our team was able to take our imagination into the metaverse.
AR / VR
The prospect of bringing augmented and virtual reality into the KP brand was exciting for all involved.
Widget
A KP widget is in the early stages of design and the team of designers had a clean slate to work with.