Launching the first online clinic for fibromyalgia care.

Swing Care needed an online presence to reach qualifying patients, through a regulatory-informed web experience. Our goal was to make it easy for people to find Swing Care, determine if it’s right for them, and book their first appointment through an online questionnaire.

Role

I was the Product Designer who worked on:

Creating the clinic’s service blueprint
Defining the information architecture, user journey flow diagrams, low fidelity wireframes, writing drafts of website content, and prototyping
Collaborating on writing user interview scripts, conducting user research interviews with staff UX Researcher, and conducting usability testing
Distilling user research and feedback into action items
Providing feedback on high fidelity mockups
Facilitating legal review of the user journey flow, and wireframes
Assisting with story writing, grooming, and development review
Collaborating on versions of the website as we received bug reports and user feedback post launch

Team

Cross functional collaboration between Design, copywriters, subject matter experts, Engineering, Marketing, and Clinical Operations.

Timeframe

June 2022–October 2022

Design Approach

Be HIPAA compliant
Keep in mind the unique experiences and obstacles people with fibromyalgia encounter
Create a brand with character that builds trust and resonates with people with fibromyalgia

Results

Successful launch of the first online clinic specialized in fibromyalgia care.
With iteration and expanded insurance coverage, there was a strong increase in the number of patients served.
Positive and warm reception of the brand and care experience.

Building empathy and competitive research

Journey map for the clinic’s onboarding patient experience.

The clinic’s sitemap which provided a clear overview of all its pages for review with various stakeholders.

Collaboratively designing the Swing Care patient acquisition experience

Low fidelity mockup I created for facilitating content writing, information architecture, and the foundational page structure for the clinic’s visual brand style to be applied to.