Video Visits

Methods: User Interviews | Service Design

Video Visits is a telehealth service that allows Kaiser Permanente patients get faster access to care using a camera equipped computer or mobile device.

The research project was intended to help further streamline the Video Visits experience and improve connectivity rates. Video Visits mixes service design and interaction design throughout a variety of different touchpoints.

Video Visit in action

At a Glance

Project Team

Goal of Project


Stakeholder Interviews: Determining Research Scope

I met with the Video Visits team to learn what they hoped to learn and what decisions I would be informing. I requested quantitative data to get a sense of what was happening with Video Visits. From the discussions and the analysis of the data I learned…

Project Challenges

User Recruiting We wanted to identify what contributed to unsuccessful Video Visits. To increase the rate of connection, we chose to focus on patients who experienced two Video Visit outcome groups.

Developing Study Approach

The team had been struggling for over a year to improve connectivity rates. I suggested that we learn about the end-to-end experience and consolidate findings in one data source. This would give each team direction on how to do further analysis.

Method: User Interviews I interviewed patients who recently had an unsuccessful appointment and interviewed them about their end-to-end experience. Because of the complexity of the service, I aimed to speak with patients until we reached data saturation. As a result, two of my colleagues helped conduct interviews to maximize our overall reach.

Key Research Findings


Service Design Blueprint We created a service design blueprint to capture qualitative and quantitative data points. This was a high-level blueprint that captured findings which helped build transparency across teams.

Video Visits Service Blueprint
Early version of a high-level service blueprint for Video Visits.

Journey Maps Based on the user interviews, I was able to produce interactive journey maps for common scenarios. This helped develop empathy for stakeholders about how Video Visits actually work out.

Screenshot of a Journey Map
An example of one of the journey maps presented.


Future Research

Patients only have an understanding of what they experienced, and can only guess what occurs on the clinician side of Video Visits. We decided to interview clinicians, particularly those with low connection rates, to better understand how Video Visits functions with our internal users.

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