Summary
Self-triage solutions have become prolific in the healthcare industry in response to the pandemic, but the value extends well-beyond COVID-19.
It is imperative to optimize these solutions to improve the user experience. We heard from our UX study of 119 users that they want more capabilities, better guidance, and more information in self-triage tools.
Keep these three things in mind: Keep the experience simple and use direct introductory screens to avoid information overload, set expectations and make progress cues clear, and do not leave consumers wondering what to do next.
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