janine bostock design

virtual healthcare

I was part of the core team and the only UX designer who helped launch DexCare, a virtual healthcare platform, from the incubation phase to Series A start-up in February of 2021. At spin-out, DexCare had 11 customers, including one of the country’s largest healthcare providers, Kaiser Permanente, and had completed Series A funding. A patient can find a provider, book an appointment, and get care in minutes.

validate assumptions

Through several focus groups and usability studies, it became clear that customers were more likely to book with a provider when the next available time slots were shown on search results pages. Having the appointemnts shown improved conversion.

design components

The booking flow was designed to support Primary Care, Same-day in clinic, virtual on-demand, and scheduled virtual appointments. I redesigned the flows to simplify and componentize the design. The products leveraged React and Material Design standards.

make it easy

On the confirmation screen, the user could easily add the appointment details to their calendar. This included the link for a scheduled virtual visit. The hope was the user would not have to dig around in the old email at the time of the appointment to find the link.

provider side

DexCare helps health systems intelligently orchestrate digital demand and health system capacity across all lines of care. It drives patient acquisition by providing a fully digitized and unified user experience while leveraging existing EMR, caregivers, and brand investments. Providence was customer one, for DexCare. They had multiple lines of business operating under different brands and specialties. Due to the impact of COVID, many of the lines of care sought to treat patients on our digital platform. DexCare grew in a few months from serving hundreds of patients daily to providing virtual care for thousands of patients daily. The team ramped up and scaled up to accommodate the transition.

build for scale

The provider portal allowed doctors to see patients virtually on demand. We added lines of business or “Practices” to the platform to accommodate chat-based care. This feature allowed for healthcare systems to provide different types of care and create separate doctor pools based on specialties. This feature was a product differentiator.

design with empathy

We established design tenets through user research and looked for opportunities to embed them in the experience. One was to design with empathy. Epic is integrated with our platform and is used to store patients’ health records. Epic does not note patient pronouns. So we noted the patient pronouns in our customer account to help the user feel known.

understand the customer

Healthcare staff managed providers within DexCare. To better understand what was needed, extensive stakeholder interviews were conducted. We established bi-weekly customer meetings and design reviews.


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