Provide access to Virtual Care from within the Castlight app via deep integration so that they don't have to log into multiple apps. Optimize the intake process so that users don't have to enter duplicate info in multiple apps.

We conducted user research to validate the proposed Virtual Care design and flow. Research showed that the introductory screen was confusing for those who need to edit the information.
If the user came from Find Care, fields can be pre-populated with the user's location, name, and even symptoms. While this simplifies the users’ experience, we learned that too many pre-populated data fields in one screen could be confusing.

Just as when you visit your doctor's office and may have to fill out a number of forms, the Virtual Care flow requires the user to complete questionnaires and provide confirmation for each (at least for FTUX). While reducing the number of screens for the feature was important, simple and straightforward UX was more important.

Our goal is to promote Virtual Care in the right place at the right time by adding educational content that helps users understand when to use Virtual Care vs. visit Urgent Care, the ER, or schedule an in-person visit.

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Top entry point: Find Care page
Overall conversion rate: 14%
Successful calls: 593
Total number of appointments scheduled: 117
Number of appointments scheduled that occurred: 18