--- name: telehealth-visit-experience type: experience journey: customer persona: Patient (34), hard of hearing domain: Healthcare · telehealth technology: Mobile and desktop web (no install), with native app optional core: "1.0" description: "Experience skill: Joining a video consultation as a patient — the best-practice customer journey for a patient (34), hard of hearing in Healthcare · telehealth on Mobile and desktop web (no install), with native app optional. Use when designing, building, reviewing or writing copy for any step of this journey. Brand-agnostic: pair with any Celestial design skill for the look. Also use it for decks, research readouts, specs and documents about this journey. Outputs: PowerPoint / Keynote / Google Slides decks, Word and Google Docs documents, PDF reports, emails, social posts, charts and diagrams." --- # Joining a video consultation as a patient A patient checks their device, waits in a clear virtual waiting room, talks to a clinician with captions available, and leaves knowing exactly what happens next. **Outcome** — A patient joins their video visit on time with working audio and video at least 95% of the time, and leaves with a written summary and next steps within one hour. This skill says *what happens and in what order*. It never specifies colour, type or spacing: describe screens as compositions of Celestial core v1.0 components and patterns, and let the active design skill render them. --- ## Persona — Greta, Patient (34), hard of hearing > “If I can't follow what the doctor says, the appointment is wasted. Give me captions and the plan in writing.” Works rotating shifts at a distribution centre; books video visits for a long-term skin condition so she doesn't lose a half day of pay. **Goals** - Join from her phone on a break without installing anything - Follow everything the clinician says - Get the treatment plan and prescription in writing **Pains** - Audio-only instructions she can't hear clearly - Not knowing whether she is in the right queue or forgotten - Links that expire or ask for a password she never set **Behaviours** - Joins from a parked car or a quiet break room - Uses live captions on every call - Screenshots important information **Access needs** - Hard of hearing — live captions and text chat - Lip-reading — clinician video must stay on and well lit - Uses hearing aids paired by Bluetooth --- ## Domain — Healthcare · telehealth - Confirm patient identity (name and date of birth) at the start of every visit before any clinical discussion - Confirm the patient's current location; clinicians may only consult where they are licensed, and location is needed for emergency services - Health data is special-category (GDPR) / PHI (HIPAA): video is not recorded unless the patient gives explicit, separate consent - Video service must use end-to-end or transport encryption and a signed business associate / processor agreement - Urgent symptoms reported in pre-visit questions route to emergency guidance, not the waiting room Vocabulary to use: `video visit`, `waiting room`, `clinician`, `visit summary`, `follow-up`, `consent to record` ## Technology — Mobile and desktop web (no install), with native app optional Inputs: Camera and microphone, Touch and keyboard, Text chat during the call, Screen reader - Works on 3G-class connections with automatic drop to audio-only - Browser permissions requested only on the device-check step - Join link is single-use, tied to the appointment and expires 2 hours after the slot --- ## Journey (5 steps) | # | Step | Goal | Compose with | Copy | |---|---|---|---|---| | 1 | **Pre-visit check** | Answer a few questions and confirm details before the day | `form` | “Is anything worse since you booked?” | | 2 | **Device test** | Check camera, microphone and connection before joining | `progress` | “We need your camera and microphone so the clinician can see and hear you” | | 3 | **Waiting room** | Know you are in the queue and roughly how long the wait is | `progress` | “Dr Okafor is running about 8 minutes late. You can stay here or we'll text you” | | 4 | **Visit** | Talk with the clinician and follow everything said | `detail` | “Turn on captions” | | 5 | **Follow-up** | Leave with the plan, prescriptions and next appointment in writing | `confirmation` | “Your visit summary is ready” | ### 1. Pre-visit check - Ask only what the clinician will use, max 6 questions - Urgent-symptom answers show emergency guidance immediately - **error:** Keep all answers; say which question needs attention and why ### 2. Device test - Request permissions here, with a plain reason first - Offer audio-only and phone fallback if a check fails - **error:** Your microphone is blocked. Here's how to allow it in your browser - **loading:** Checking your connection… ### 3. Waiting room - Show position or expected wait, updated at least every minute - Text the patient if the clinician is running more than 10 minutes late - **loading:** Connecting you to the waiting room… ### 4. Visit - Captions toggle and chat visible without opening a menu - Identity and location confirmed in the first minute - **error:** Connection lost. Rejoining… If this fails, Dr Okafor will call 07700 900123 ### 5. Follow-up - Summary written in plain language within one hour - Prescription and referral status shown with what happens next - **empty:** Summary not ready yet — we'll notify you when Dr Okafor signs it off --- ## Principles 1. Test the device before the clinician's time is used 2. Never leave a patient in a silent queue 3. Spoken information is always also available as text 4. Fail over to audio or phone rather than end the visit 5. The patient ends with a written plan ## Do / Don't **Do** - Show the expected wait and update it - Offer captions and chat on every visit - Keep a phone fallback number on screen during the call **Don't** - Ask for permissions on page load - Record the visit without separate explicit consent - Require an account password to join a single visit ## Accessibility - Meets WCAG 2.2 AA; captions on by default when the patient's profile requests them - Call controls are at least 48×48px and reachable by keyboard in a logical order: mute, camera, captions, chat, leave - Waiting-room updates announced through a polite live region, not every second - Leave button needs confirmation so it can't be hit by accident (3.3.4 style error prevention) Core minimums always apply: 4.5:1 text, 3:1 UI and focus, visible focus on every control, 44px touch targets, no meaning by colour alone, reduced motion respected. ## Content and voice - Name the clinician and the time: “Dr Okafor will see you at 14:20” - Explain why before asking: “We need your camera so the clinician can see your skin” - Never blame the patient for technical problems: “The connection dropped” not “You lost connection” ## AI interactions - Optional: draft the visit summary from the clinician's notes for the clinician to edit and sign; nothing reaches the patient unsigned - Live captions are machine-generated and labelled as such, with a way to flag errors ## Edge cases - Patient joins from a different country — pause, explain the clinician can't consult there, offer to rebook - Patient reports chest pain in the waiting room chat — show emergency guidance and alert staff - Clinician's connection fails — patient is told within 60 seconds and offered a call-back - Someone else answers on the patient's device — clinician confirms identity before continuing - Interpreter needed — add a third participant with patient consent --- ## Measures | Measure | Target | How | |---|---|---| | Joined on time | ≥ 95% | Patients in waiting room by slot start / all visits | | Visits completed by video | ≥ 90% | Visits not switched to phone or rebooked for tech reasons | | Summary delivered | < 1 hr | Median from visit end to summary sent | | Patient understood the plan | ≥ 90% | Post-visit question “I know what happens next” | Research: Remote usability tests on patients' own phones and connections; Sessions with deaf and hard-of-hearing participants on captions and chat; Clinical safety review of pre-visit triage questions. --- When building this journey: follow the steps in order, compose each screen from core components and patterns only, keep the persona's access needs and the domain rules non-negotiable, and take every visual value from the active design skill. ## Using this journey in other outputs - **Deck or readout**: one slide for the persona (name, role, quote, goals, pains), one per step (goal, screen, the principle that matters most, its error state), then measures with targets. 16:9. - **Spec or document**: a section per step with goal, screen composition, copy, states and acceptance criteria; principles and accessibility rules as a checklist at the end. - **Look and feel**: this skill is brand-agnostic. If a design skill is named or installed (e.g. "in Mars"), take every colour, font and shape from it; otherwise use plain neutral styling and say which design skill would apply.