Hazel Health Guardian Portal

School districts partner with Hazel to provide virtual health visits to students, free of charge.

Problem Space: The Hazel guardian portal had limited functionality, and no self service features for parents to request or schedule their children for online therapy appointments.

Solution

The new guardian portal highlights the most important aspects of Hazel's services. Along with an updated design system, new and existing features joined into a cohesive experience.

• 90% of users opted to use the new self scheduling feature.

• Internal staff reported 67% decrease in time spent calling families.

• Time to care decreased 24% from an average of 11 days to 8 (from referral to first visit).

Discovery

How might we improve the portal experience so that families are less likely to miss their first visit?

I led design discovery activities and our research pointed to a guardian's inability to self schedule as a leading cause for missed visits.

• Guardians kept missing scheduling calls, or family member changed their mind about virtual therapy while waiting.

• Enrollment coordinators were bogged down by the volume of calls, hampering their ability to respond and schedule in a timely manner.

Features

Parent Driven Scheduling

The new self-scheduling feature embeds tasks previously performed by an enrollment coordinator, eliminating the time waiting for a phone call to confirm visits.

• Onboarding and introduction to their online therapy visit, as well as tips for avoiding common pitfalls.

• Filtering times by provider availability, time slot, and language.

Updated Home Page

Previously, the landing page focused on immediate care and urgent to-do items for parents. This led to an limited picture of their child's care journey. Updates to the home page included:

• Tab design accommodates diverse task flows.

• Combined care request CTA saves space and is more accessible as a hover button.

• Care journey cards give latest updates on a child's progress at a glance.

Updated Design System

Parallel to designing the self service features, Hazel went through a rebrand. I spearheaded building a new design system, bringing all interfaces into one cohesive brand look with shared components.

• Text, color, and components were WCAG AA accessible to serve diverse user base (schools, families, clinical, and support.

• Streamlined and consolidated atoms, molecules, and components improved platform efficiency and designer velocity.

Impact

Design improvements made the guardian portal widely adopted by families and praised for how fast and easy it was to schedule care by school referrers.