HealthNav COVID-19 Assessment

Problem

Early in the COVID-19 pandemic, people were scared and unsure what to do. Symptoms overlapped with ordinary illnesses, testing was scarce, and guidance kept changing. Low-risk people were flooding emergency rooms while genuinely sick people delayed care they needed. BayCare needed a way to help anxious, non-expert users self-assess in minutes and get routed to the right level of care, without diagnosing them or replacing a clinician. The challenge was turning a clinical triage protocol into a calm, plain-language flow that a frightened person with no medical training could complete on their phone and that always ended in one clear, safe next step.

Key Outcomes

• 01Compressed a multi-factor triage protocol into a guided 10-question flow, one question per screen with a visible progress indicator
• 02Translated clinical severity into plain language, framing shortness of breath by everyday activity so non-experts could answer accurately under stress
• 03Sequenced the flow to escalate from symptoms to exposure to risk factors to emergency red flags, mirroring how a clinician actually triages
• 04Designed three risk-matched outcomes, each ending in one clear action: an ER call, a telehealth visit, or self-care guidance