Medical providers needed a way to initiate communication threads with their patients and to have secure two-way HIPAA-compliant discussions about patient treatment inside of MeMo that would mask the providers' personal phone numbers.
The messaging functionality was designed out similar to a mobile chat system that users will be accustomed to using. This leverages a user's mental model without the need to train the user on how to use a new system that essentially functions based on well-known design patterns. We wanted to keep the experience simple and intuitive and focused the view only on the messaging. The provider's view allowed them to see all conversations they have had with their patients, but each patient only can see the view that they are having with their specific provider.
We made the system function in a way where patients can not initiate conversations with the provider to reduce spamming. This was a business requirement. Each thread would have an open status like an online trouble ticket or online support forum. Once the conversation was completed, the provider would have administration access to close or resolve the thread and this would disable the patient's ability to send any additional messages related to that thread (another business requirement).
A screenshot of the two-way encrypted functionality we designed for the MeMo system.
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