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KAISER PERMANENTE
Covid-19 Rapid Response

Team Structure:

Roughly 5 designers on rotation (all volunteer work, working weekend shifts), 1 director, and 2 project managers to support the ongoing marketing and design initiatives for Kaiser's rollout of Covid-19 vaccines.

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My Role & Contribution:

As one of five UX designers on the team, I am tasked with the rapid prototyping and development of key user flows for Kaiser's online Covid Vaccine Center. My projects focus on the strategy and subsequent layout of the Vaccine Landing Page, Covid eligibility details, and the member's triage page.

LANDING PAGE

Serves 3 purposes:

  1. EDUCATE the user on the state of affairs for how the government/CDC is handling the vaccine rollout, eligibility concerns, safety of the vaccine itself, etc. Doing this step well greatly reduces administrative costs and resource needs.

  2. ADMINISTER the vaccine to as many eligible people as safely and effectively as possible.​​

  3. GUIDE the user if they find themselves lost in the process.

ELIGIBILITY | INFO PAGES

These pages serve to educated the public on the Covid Vaccine as it becomes more available to everyone. The design needs to be easy to digest and answer the big questions regarding vaccine itself, supply phases, eligibility, and how KP, as a medical body, plans on making these drugs available to patients everywhere.

MEMBERS TRIAGE PAGE

Kaiser operates with the use of geographically based MRN's (Medical Record Numbers), this means your unique MRN is agnostic to your region only and will not work in a different region. When it comes to getting the Covid Vaccination, members can get theirs at their designated Kaiser facility but if you plan on traveling or are stuck outside of your coverage area, you will need to register as a new patient. During this process of designing with considerations for MRN's, a bunch of new persona's emerged.

DESIGN IMPACT

With all the design changes that we have been able to implement in the last 3 months, Kaiser Permanente has been able to:

  • Administer 1,736,1267 doses to the public as of February 2021 (circa Feb 2021-April 2021; N. California only)

  • Lower average handling time from our call centers by 17 seconds, estimated savings of $113M

  • Improve customer retention by 23%

  • Improve the scheduling and administration of covid vaccine from 88% to 96% of doses received (N. California only)

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