HealthNav

Problem

When someone doesn't feel well, the hardest part isn't naming the symptoms, it's deciding what to do next. Anxious and without a diagnosis, people default to the ER or skip care altogether, both costly outcomes for BayCare's network. A design review found a concrete cause: the symptom checker's interactive body-map avatar had tap targets below minimum touch target size, meaning some users couldn't select their symptoms at all. User feedback and usage data confirmed a significant share of users were struggling to use the tool.

Constraints

The COVID-19 screener could not present itself as a diagnosis, only as decision support toward the right level of care, a real liability/regulatory boundary on the design. Built as a secondary effort alongside the EasyPass engagement.

Process

Audited the existing symptom checker and found the accessibility failure in the body-map avatar. Collaborated with stakeholders and cross-functional teams to design a search-and-autocomplete symptom entry method. Separately, worked with stakeholders and developers to define the criteria for a COVID-19 assessment, triggering one of three severity results based on symptom combinations. Added guided tutorials to reduce drop-off and profile-completion prompts to personalize the experience.

Key Decision

Fixed the accessibility failure by adding a search-and-autocomplete entry method, so users no longer depended on tapping small targets on the body-map avatar to report their symptoms.

Solution

Search-and-autocomplete symptom entry, a three-tier COVID-19 severity assessment framed explicitly as non-diagnostic, guided tutorial, and profile-completion prompts.

Key Outcomes

• 01Built a COVID-19 assessment that sorts users into one of three severity levels and routes them accordingly
• 02Replaced an inaccessible interactive body-map avatar with a search-and-autocomplete symptom entry method
• 03Added guided tutorials and prompts to keep people from dropping off partway through
• 04Added profile-completion prompts to personalize the experience for returning users

Overview