A new market
Norway as a new market for Kry with tons of solutions worked on in parallel.
TL;DR
Lead product design as the only designer in the Norwegian market for Kry.
Physical Bookings
Integrations
Vaccinations
+ more
Client
Kry
Year
2021
It all started when….
Kry (also known as Livi) started its expansion to the Norwegian market. Kry is today Europe’s largest digital healthcare provider allowing patients to see a doctor, nurse, or psychologist through video consultations within minutes.
This page is my attempt to briefly explain some of what I did at Kry. Despite everything being important, the order of projects will be set according to what I spent the most to the least time on.
For everything you are about to read, most projects started as a need communicated to the product manager. The majority of the feedback came from the patients who were in contact with our stakeholders in the clinics or through video calls. Additionally, we also made use of data that an in-house research team had done over in Sweden and the UK. Despite everything not being relevant to Norway, there was still valuable information regarding patients’ behaviour in our apps, especially for someone who never worked in the medical field before, like me.
The role
Norway’s challenge
I had the privilege to be the first designer in the first development team the Norwegian Kry team had. Together with a product manager and four developers, we embarked on a journey that consisted of a lot of quick prototyping and iterations while often helping out with other projects in parallel. During all this time we all were working remotely.
Other than the development team that I was in, we also had stakeholders who had domain knowledge from the medical area. They were like an extended team which we synced with almost every time between our iterations in order to align our decisions with how it actually worked in the medical field in Norway.
During my time on this team, we exclusively worked remotely because we all were sitting in different places in Sweden. The only person from Norway in our development team was our product manager, naturally, we Swedes had very limited knowledge of the medical domain in Norway so we relied heavily on our stakeholders who also were based in Norway.
Promotions
Sweden is one of Kry’s largest markets, while a lot of the functionality was already finished in the Swedish version, Norway could not copy everything into the Norwegian Kry app. The way healthcare worked in Norway vs. Sweden made the context for our design decisions very different in certain areas.
The process
Solutions that we created went through a similar process of a lot of design and prototype iterations in between stakeholders’ presentations to be in sync with creating something that actually works in practice. Tests were conducted but not as much as what we would find optimal because of time constraints.
Physical bookings
Physical bookings refer to the solution that enables users to book physical appointments with a doctor through the app. When going through the flow of making an appointment, the user had to be able to choose a video call instead if they wanted to but only at a certain point and not just from anywhere in the flow.
The flow my team and I designed was all the way from the home screen to the payment page. The interactions between those two pages consisted of questions that were asked regarding symptoms and if they preferred a video call instead of a physical one. If not, we asked them about what time slot they preferred and we showed them a list of slot options as well as the locations of our clinics.
When entering from the home screen to physical appointments, this is what they first get introduced to.
Benefits & insurance
Kry collaborates with different insurance companies. Employers are also able to give their employees the benefit of making use of different benefits in Kry but also able to seek help through the app, whether it is therapists or doctor appointments that will, later on, be free because of the insurance companies that Kry has collaborated with.
When the user has insurance while finishing the booking of a physical appointment, the choice of insurance will also be reflected in the payment section in order to make it obvious to the users that it can be deducted.
This flow was tested remotely with users and received mostly positive feedback. In the test, we asked them to perform basic tasks such as adding/removing benefits as well as going through payment with a deduction through insurance. One of the feedbacks that stuck out at this test was that people did not think it was obvious enough when a benefit was active after they had added it. This was resolved by just adding an overlay after adding, saying that a benefit was added
Vaccinations
In Norway, pharmacies operate in a different way than in Sweden in the sense of being able to vaccinate patients at the pharmacy. While this part of the app was not something that shipped before my departure from Kry, I had the chance to design and iterate several screens for this functionality of the app.
Check mental health
With third-party integration, my team and I also helped to build the integration to the third party which was a site that worked as a self-assessment on how one felt, after the user passed the self-assessment they had a number of options on how they could proceed.
Depending on what was urgent at the time, Kry also needed to promote certain services in the app. It could be a time when pollen was a regular thing people contacted Kry about, or if we wanted to highlight information regarding COVID-19 a little extra then we would be able to do that on the home page of the app.
Promotion “cards” were something I had to make sure was aligned with our design guidelines and that they weren’t bothering people who wanted to get to the main action that could be done from the home page, which at the time was booking an appointment.
Impact
As the only designer, my team and I did a lot of different projects. Some projects are shorter than others. Some were done in parallel with each other. Some things did not get finished before my departure but the stakeholders were confident that our work would be a success. The users that tested some of our flows were also positive to it was easy to perform the tasks they were there to do. The reason why a lot of solutions could not be tested by my team and me directly was mostly because of the time constraint considering that we also had other projects in parallel almost every time.
I left the project for one of their full-time employees to take over and my work made the new designer save a lot of time while proceeding with the projects where I left them off.
A colleague of mine from tretton37 who was around a little longer also said that the work was really appreciated and helped pave the way for Kry in Norway to get closer to their market goals.