Solace

Solace is a platform providing an easy way for patients to find and work with expert advocates to navigate the complex USA medical system. Unfamiliar with the jargon? Need to get into trials? Want a second opinion? Connecting with a provider allows patients to find peace of mind during difficult medical journeys.

Updated Desktop Screens

Updated Mobile Screens

Previous Live Web App

Requirements & Demographic

• The primary demographic for this funnel is adults aged 65+, although there is a subset of users who are younger (35+), oftentimes the children of the patients.
  • 60% of traffic comes through for “self” while 40% is for “someone else”
• Patient name, date of birth (DOB), and email address are necessary for insurance verification

Challenges

• Patients are unsure of their insurance plans
• Some states don’t have Solace service yet—how do we not frustrate patients and inform them earlier?
• Patients are uncomfortable/unsure what a video call entails
• The funnel is intimidating to patients
• ~91% of bookings are <4 days away
• 65% are <2 days away

Solution

Moved Medicare verification earlier

• Patients who are confused will be less frustrated if they found out earlier that they’re not on an approved insurance
• Added in waitlist confirmations so patients could be contacted to again/reached out to continue their Solace journey

Add more visual appeal to form

• Less sterile, more personable to match with copywriting tone throughout site
• Added more “joyful confirmations” to encourage progression through form

Redesigned scheduling to better incorporate imminent and near future scheduling

• Increase contrast/made bookings more clear, including the progression bar that wasn’t obvious from before
• Made more blatant patient would receive email/phone confirmations