What is MyHealth?
Spectrum Health (now Corewell health) is a leading health system in West Michigan that focuses on providing quality healthcare and top-notch health insurance in a unified patient experience. Their patient portal, known as MyHealth allowed patients access to their electronic health records. Ththe transparency an efficiency of the platform became a key differentiator for Spectrum Health as comparied to it’s peers.
The problem
MyHealth, Corewell Health’s patient portal enabling access electronic health records and digital services, was outgrowing its infrastructure due to rapid patient adoption and service expansion.
Starting to untangle the conversation
Initially, a business would build out conversations using a dialog tree comprised of many nodes, where each node would essentially represent a turn of conversation. Each conversation "turn" would be made up of an input by the user, and the response by the chatbot. Thus, making a large conversation flow required many nodes which quickly became cumbersome in the UI. Additionally, conversation builders needed a way to handle complex exchanges with users, such as prompting for information, allowing multiple responses for different conditions, and moving in and out of branches of dialog quickly to handle different topics.
Initial node contents
Projected node functionality
The opportunity
More functionality could be added to a single node to handle the desired complexity that conversation builders wanted but it would come at a cost. A node could be made to do more, but it made scaling the conversation difficult. The existing node design was not intended to handle all the features that users were now asking for. This presented an opportunity to rethink what a node could do, and further, how it's format could better communicate this added functionality while optimizing for large scale dialogs.
The Solution
By looking at what the strengths of the dialog tree were, separately from the additional functionality that needed to be added to dialog a solution started to emerge. Nodes were good at viewing the flow of a dialog, and seeing a bigger picture of how a conversation might go. However, they were not great for editing the contents that made the node work. Especially as the contents got more complex.
Online scheduling
Booking an appointment with your doctor at your fingertips, with smart appointment suggestions to help you keep on top of what’s next on your plan to wellness.
Suggested appointments – making the appointments you need regularly easier to schedule.
Overview page – helping you see all the treatment options available to you at a glance.
Refined scheduling flow - getting the right appointment for you booked faster.
Streamlined billing
Healthcare is expensive, and while we are working hard to expand afforable care options, we want to make paying bills easier, faster and more reliable.
Using MyHealth you can track and pay for all of you Spectrum Health treatment right from your phone or computer. We’ve revised viewing and paying your bills to make it easier to understand, and faster to complete. You can also manage payment plans right from the app.
You can go to a doctor visit from your phone or your computer, why shouldn’t you be able to pay for it too?
Messaging reimagined
We beleive building a relationship with your healthcare provider is paramount. So, we want to make it simple to contact them on the go.
Using MyHealth you can track and pay for all of you Spectrum Health treatment right from your phone or computer. We’ve revised viewing and paying your bills to make it easier to understand, and faster to complete. You can also manage payment plans right from the app.
You can go to a doctor visit from your phone or your computer, why shouldn’t you be able to pay for it too?
Shared medical access
Managing your health, as well as the health of your family is a big task. With shared access we make keeping up on everyone’s healthcare journet a breeze.
Using MyHealth you can track and pay for all of you Spectrum Health treatment right from your phone or computer. We’ve revised viewing and paying your bills to make it easier to understand, and faster to complete. You can also manage payment plans right from the app.
You can go to a doctor visit from your phone or your computer, why shouldn’t you be able to pay for it too?
