Every day, thousands of Banner patients search for a doctor via digital methods but only 8% of appointments every year are self-scheduled using those same digital methods. Patients interviewed explained it simply: calling is easier.
I collaborated with a product manager and mobile development team to flip the script and iteratively make finding and scheduling care easier on the mobile app.
Overwhelming pressure on healthcare professionals shows itself in the availability of appointments, specifically in the lack of open slots for new patients. At Banner Health this means patients attempting to schedule with a provider they’ve never seen before frequently hit a dead end. I designed a solution to help the patient get that new patient appointment scheduled.
Millions of future nurses and dentists have downloaded HLT Mastery apps to study for their board exams, but usage data showed 30% of new users weren’t completing a key action: answering their first practice question. I led a cross-functional team to define the problem, explore solutions, and deliver a more intuitive experience. First-time user conversion increased to an average of 75% across the apps we tested in.
The effort didn’t stop there. We rolled out the experience across the portfolio and prioritized subsequent iterations to keep improving the first-time-user experience.
I look to Hannah for her thinking frequently and wanted to say thank you for her excellence, tenacity, patience and embracing of change as we continue to transform.
You have been instrumental in keeping things moving forward, and I never have to worry about waiting on you for anything! I absolutely appreciate your willingness to meet whenever I have questions or need assistance.
She is responsive, thoughtful, patient, and dependable. She also cares deeply about the user and ensuring we provide the best solution for them. She has made mine and many other people's lives easier.
Mark, director of development: I just wanted to say that I thought @hannah did a fantastic job at coordinating the All Hands meeting today! Kept things moving along, great intros for each speaker. Well done!
Sarah, customer success rep: I couldn’t agree more! @hannah is like sunshine! I hung up with a huge smile on my face.
Anytime I have something to think through, Hannah is both enthusiastically willing AND able to connect me with valuable resources.
Really liked your presentation; wonderful job! I loved the whole 'throughput' connection/flow. Definitely template worthy. 🧠 🙌 👏
Jay, developer: Okay, Hannah is AWESOME.
Brian, developer: she thinks bigger picture always
Jay: She is a visionary. I like the way she thinks.
I'm really inspired by your JTBD work. I have the opportunity to do a survey for the future of [product area] and I was wondering if I could chat with you for some advice for how I could approach it to lay the groundwork for identifying JTBD.
After I led a kick-off meeting to discuss a new product feature:
Jason, developer: wow going to be honest, that felt like one of the better kickoff/exploratory meetings we’ve had
Mario, product owner: Yeah I agree!
Your strategic mind and your eye for always seeking clarity contributes immensely to everything we work on!